Triage More Actions

Triage More actions enable responders on the triage channel to convert requests to tickets or link tasks in downstream task management systems to requests. Following is a brief overview of the different actions support:

Converting requests into tickets on external Ticketing Systems:

• If any one of Freshdesk, Salesforce, Zendesk, Hubspot or JSM ticketing systems is set up as the ticketing integration at the Collection level (via emoji), the "More Actions" button will display a "Convert to Ticket" section.

• Selecting this will convert the request to a ticket.

• This will give an external ticket ID to the customer on the request channel thread along with the status of the ticket.

Succesfully converted to JSM

Message on Triage channel after converting to Ticket

Message on the Request Channel after converting to Ticket from Triage

• The converted ticket will have bi-directional sync between Slack and the external ticketing platform.

  • Any responses and attachments from the slack thread will get synced to the ticketing system and vice versa on a real-time basis.

  • Any responses from the triage channel will get posted on the request channel and will also get synced with the external ticketing system. Part of your support team can still continue to work from the triage channel

• Status displayed in the request channel = Status on the external ticketing system

• Status of the request on ClearFeed = "On Hold"

Convert to ClearFeed Ticketing:

• If ClearFeed ticketing is enabled at the collection level (via emoji), the "More Actions" button will display a "Convert to Ticket" section.

• Selecting this will convert the request to a ticket.

• This will give an external ticket ID to the customer on the request channel thread along with the status of the ticket. This will be the same as the ClearFeed Request ID

• Status of the ticket on request channel = Status of the converted request on ClearFeed

File Tasks for External Teams / Systems:

• If you want to link tasks on downstream systems against ClearFeed requests, you can file an issue or ticket on downstream systems against the request using more actions

• The primary use case for this is to file tasks to downstream systems and link them to requests. With our downstream integrations with these systems, we can read the closure of the tasks on the downstream systems and update the same back on the thread on the triage channel. Read more about the specifics of this workflow here.

• Systems Supported:

  • JIRA

  • Github

  • Zendesk

  • Hubspot

More Details

This section shows details regarding the Collection Name and Requester Email associated with the request.