Ticket Management from Triage

Track, modify and close your ticket across your integrations, right from triage!

Important: This feature is currently available only for Zendesk integration.

Overview

You can manage tickets filed using ClearFeed directly from a Triage channel. This allows agents to view and edit the ticket's details, and directly solve them, all from a Triage.

Set up

Ticket Management is disabled by default across triage channels. You cannot enable this yourself. A manual setup by our team is required to do so.

In case you want to manage your tickets from a Triage, please reach out to our dedicated support team at [e-mail] or connect with us directly on Slack or Intercom.

Ticket Management

If this configuration is enabled in a Triage, converting a request into a ticket will modify its propagated message block on Triage. The original ClearFeed request properties and actions are replaced by those relevant to the ticketing integration, allowing for enhanced ticket management.

Originally propagated request message on Triage, before filing a ticket

Filing a ticket modifies the propagated message on Triage

Changes in the Triage Message Block

• ClearFeed ID is replaced with Zendesk ticket ID.

• The request's Status, Assignee, and Priority fields from ClearFeed are replaced by those from Zendesk.

• The Edit and Mark as solved buttons are replaced with Edit Zendesk Ticket and Mark ticket as solved button respectively. This allows agents to modify or resolve the ticket on Zendesk, directly from Slack.

• The following action buttons relevant to requests will be removed: Take it, Mark as closed, Not a request, and More Actions.

• The Answers button will remain functional (if Automated Answers are enabled).

Auto-assignment of ticket on Zendesk

If a request is auto-assigned to an agent on ClearFeed, its corresponding ticket will be assigned to the same agent on Zendesk, assuming they have an admin/agent account there.

Note:

1. Auto-Assign must be enabled in the relevant Collection

2. If the ticket is already assigned to some agent on Zendesk, this will not work.

Some Important Points

Effect on Existing Messages: Enabling this configuration will not affect existing messages in the Triage. This will only applies to new messages post-switch.

Handling Multiple Tickets: For requests generating multiple tickets, only the first converted ticket's details will be displayed in the propagated Triage message.