❓FAQs

Discover the Frequently Asked Questions regarding integrations in this page

1. Can we connect to a different Zendesk instance by clicking "reconnect" from the integrations page?

Ans: No - clicking on Reconnect will only allow users to connect with the same Zendesk instance. Clicking on the Disconnect button would however allow you to remove the current integration and connect to another Zendesk domain.

If you want to use multiple Zendesk instances shared with the same Slack workspace, you can create a child account to connect with another Zendesk domain. Learn how to do that here.

2. Can we connect to a different Zendesk instance on the same ClearFeed account?

Ans: Yes - you can visit the Integrations page and click on Disconnect beside the Zendesk integration to remove the current integration.

Once it is disconnected - click on Connect to start a fresh integration with a different Zendesk domain.

3. How does ClearFeed map users between Slack and the integrated external ticketing system?

Ans: The mapping of users between ClearFeed and the ticketing system depends on the integration. Below - you'll find the details for every integration.

IntegrationMapping for Ticket CreationMapping for Replies

Zendesk

We'll check if the requester's email already has a Zendesk profile. If it does, we'll use their profile information to create a ticket. Otherwise, we'll create a ticket using just their email address for both name and email.

We'll try to find the commenter's Zendesk profile by email. If found, we'll use their ID to post a comment. Otherwise, we'll create a new end-user profile with their Slack details and use that ID to comment. (We won't create profiles with missing emails.)

Jira

If the Jira project lets us set the reporter, we look for the requester's profile by email and set them as the reporter if found. Otherwise, if we can't find the profile or can't set the reporter for the project, the reporter becomes the ClearFeed bot.

We search for the message author's email in Atlassian. If we find them and they have permission, we post the comment on the Jira ticket as them. If we can't find their profile, either because the email is missing on Slack or there's no corresponding profile in Atlassian, or they don't have permission, we post the comment as ClearFeed with the header "Sent by Username on Slack".

Freshdesk

We use the requester's email to create the ticket. The ticket appears as if it was made by the person who connected Freshdesk with ClearFeed, but it's reported by the person whose email and name we send to the API.

We search for the email in Freshdesk. If it's an agent's, we post the comment under their name. If it's a customer's and we can assume their identity, we post under their name. If we can't find a match, we create a new contact and post the comment under their name. If posting fails, it's done under the authorizing agent's name.

Salesforce

We'll check the requester's email in Salesforce. If it's an agent (user), we'll ask for their email. If it's a customer (contact), we'll use it to create a case. Otherwise, we'll create a new contact and use that for the case.

Try to find a Salesforce User (customer) against this email. If found then post the comment as that user. If not found then post the message as an email message against this ticket.

Intercom

We'll check the message author's email in Intercom. If it's an agent's profile, we'll raise an error (agents can't have tickets filed for them). Otherwise, we'll use the contact profile (existing or new) to file the ticket.

Try to find contact/agent's profile in intercom. If found use that to post the comment and If no profile is found then we create a new intercom contact against this email and post the comment using this profile

HubSpot

We'll find the customer's HubSpot contact. If they exist, we'll link them to a new ticket. Otherwise, we'll create a new contact and link them to the ticket we file.

We check if the email matches an agent's profile. If yes, we send it as an email from an agent. If not, we treat it as an incoming email from a contact. Then, we post the comment as an email against the ticket using the message author's email.

Linear

We will use the name and the avatar of the Slack user directly to file the Linear tickets

Similar to filing tickets - we will use the name and avatar of the user from Slack. We don't need to create a new user profiles to post comments on Linear

GitHub

Github issues are always filed on behalf of ClearFeed.

Comments are always posted as ClearFeed bot

JSM

When posting comments on JSM, we first check if the message author's email is present. If it is, we see if there's a matching Atlassian user. If found, we use their profile to raise the request. If no Atlassian user matches, we create a customer profile with the email and name provided. Then, we check if the user has permission to raise the request for that customer. If all else fails, we file the ticket with ClearFeed as the requester.

We search for the message author's email in Atlassian. If we find them and they have permission, we post the comment on the JSM ticket as them. If we can't find their profile, either because the email is missing on Slack or there's no corresponding profile in Atlassian, or they don't have permission, we post the comment as ClearFeed with the header "Sent by Username on Slack".

4. Can we configure ClearFeed to remove the "Sent by ClearFeed" subtext that appears on Zendesk tickets?

Ans: While we understand the subtext might seem noisy - this text is required for the triggers we use to sync the comments between Slack and Zendesk. This subtext helps us avoid reposting the comments coming from Slack, in order to maintain a proper sync.

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