For Internal Helpdesk
Learn how to effectively utilize ClearFeed ticketing and the triage channel to support your employees on Slack.
Ticket Management
When an internal employee creates a ClearFeed ticket using any method, the tickets will be directed to the Triage channel of the respective Collection as shown below.
![](https://docs.clearfeed.ai/~gitbook/image?url=https%3A%2F%2F1159203866-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FKXDOwIQkf9zr2MvIxdC0%252Fuploads%252F6ad2UZM6EZJYFzi2XQHu%252FTicket%2520creation%2520in%2520triage%2520for%2520Internal%2520helpdesk.gif%3Falt%3Dmedia%26token%3D977dbb9d-a2a7-41f4-87b8-531393b59b66&width=768&dpr=4&quality=100&sign=cd104628&sv=1)
You can reply in the triage channel thread, and the responses will be synced to the ticket thread where the end user (requestor) can see the replies.
The
Edit Ticket
button lets you manage the ticket properties defined in the Form's Edit Ticket section used to create the ticket.Read more about managing the edit ticket form here.
Use internal comments (prefix messages withđemoji) to collaborate internally.
Use More Actions to file a task with an external tool like Jira, GitHub, Linear, etc.
Mark as Solved
allows you to resolve the ticket.Mark as Closed
allows you to close the ticket permanently.
![](https://docs.clearfeed.ai/~gitbook/image?url=https%3A%2F%2F1159203866-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FKXDOwIQkf9zr2MvIxdC0%252Fuploads%252FJ2EDqb0r2RnTbP5Tq1q4%252FTicket%2520management%2520from%2520Triage%2520-%2520CF.gif%3Falt%3Dmedia%26token%3D5a1691ab-6cb2-4027-83c3-8a9b263904d5&width=768&dpr=4&quality=100&sign=14e7cb73&sv=1)
Triage Properties
Internal Comments
![](https://docs.clearfeed.ai/~gitbook/image?url=https%3A%2F%2F1159203866-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FKXDOwIQkf9zr2MvIxdC0%252Fuploads%252FkLyfWs9V7JSe20TdsBnY%252Fimage.png%3Falt%3Dmedia%26token%3D5f3adfdf-67d4-4561-ac7f-23bde2537a4b&width=768&dpr=4&quality=100&sign=d24e9772&sv=1)
Triage More Actions
Enable agents on the triage channel to convert ClearFeed tickets into tasks in downstream task management systems with More actions
.
Clicking More Actions shows the requestor's email and the ClearFeed Collection from which the ticket has been generated.
![](https://docs.clearfeed.ai/~gitbook/image?url=https%3A%2F%2F1159203866-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FKXDOwIQkf9zr2MvIxdC0%252Fuploads%252FPqZb6emKE9O6ZEJHvV2z%252Fimage.png%3Falt%3Dmedia%26token%3D09f58c99-c2b2-426f-8203-7811ae3f49cc&width=768&dpr=4&quality=100&sign=68153441&sv=1)
Visibility of fields
All fields from the Create action form that have been filled out (i.e. they have a value associated) will be shown on the triage channel.
Any field from the Edit action form modified after ticket creation is also visible on the triage channel block.
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