Create Zendesk Tickets using Emoji
To file a Zendesk Ticket using Emoji, make sure the Ticketing section in Collection settings are configured to the Emoji of your choice.
Here is a quick video of how the integration works in action with Zendesk:
Let us go through the flow of creating a Ticket from Slack using emojis with ClearFeed.
A customer conversation is created: When you get a message from a requester on a request channel about a new query, a request is created on ClearFeed.
First-level support on Slack: Your team can triage and do the first level of support from Slack. If you are not able to resolve the request, you can convert it to a ticket.
Add an Emoticon: You can file a ticket by adding 🎟️ emoticon to the first message in the thread.
Optional: If you have configured Zendesk Forms, you will be asked to select and fill a Form to proceed.
Enter author/requestor email: In most cases, this would create a ticket. However in some cases, if the requester has decided to hide their email address on Slack, whoever has initiated the request with the 🎟️, will be asked to enter the author/requestor's email address.
The entire thread gets synced to the ticketing platform ticket: All the messages in the thread (initial message, replies, and any attachments in these messages) are saved as the description on the ticketing platform.
Ticket confirmation message: ClearFeed will post a reply on the corresponding thread once a ticket is created. This message will include the following information:
Ticket ID
Ticket status text within square brackets
Title of the ticket along with the link to the ticket
Edit the button to change the Title
Meta Tags added on Ticketing Platform - We also add the following information on the downstream ticket:
Labels - Clearfeed Collection Name, Clearfeed, Request Slack Channel Name
Slack Thread URL from which the ticket was created
Comments from the Ticketing Platform get posted on Slack: Any public comment and attachments sent from the Ticketing Platform on the ticket get posted on the Slack thread. ClearFeed will post public comments from Ticketing Platform agents as a bot. This bot will display the agent's name and profile picture.
Messages from Slack get posted on the Ticketing Platform: Messages posted on the Slack thread will get posted on the Ticketing Platform.
Sync with Triage Channel: All messages on the ticket and the request channel are also synced to the Slack thread on the triage channel. A part of the team can continue to work from the triage channel as well. All responses from the triage channel will be posted on the request channel and get synced to the ticketing platform as well.
Ticket solve and other state changes: When the ticket status changes state on the Ticketing Platform, ClearFeed sync the status of the ticket on the thread.
Automated State Transition: Ticket Status is updated when a non-responder posts a message in the thread. If the ticket is in pending/on-hold/solved status and if a customer replies to the ticket then the ticket status changes to open. If a ticket is moved to open after solving or re-opened again, a status update message will be sent on the ticket thread.
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