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

   Integration	Mapping for Ticket Creation	Mapping for Replies
   Zendesk	Updated only via automations that you define (e.g., on ticket creation or status change)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. We prioritize contact look up first.	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. What does "unlinking a ticket" mean in ClearFeed? Answer: Unlinking a ticket removes the connection between a ClearFeed request and an associated integration ticket (e.g., Zendesk, Jira, Freshdesk). This allows you to clean up requests where tickets were filed by mistake or are no longer relevant.

5. From where can I unlink a ticket/task? Answer: There are multiple ways to unlink a ticket/task

   1. From the Request Channel If the ticket was filed directly from the request thread:

      • Click the ⋯ (three dots) menu on the ticket message.

      • Choose Unlink.

      • The ticket will be detached from the request thread.

   2. From the Triage Channel (Triage DM View) If you're viewing a ticket in a Triage DM, and the integration supports a ticket view (e.g., Zendesk, Freshdesk, Intercom):

      • You'll see an Unlink button directly in the ticket view.

      • Click it to remove the association with the ClearFeed request.

        Note: If the integration doesn’t support ticket views in Triage, use the “More Actions” menu (see below).

   3. From the “More Actions” Menu If you don’t see a ticket message or are using an integration without native Triage support:

      • Use the More Actions menu.

      • Select Unlink Ticket.

6. Can I unlink a task that’s marked as a blocker? Answer: Not directly. First, remove the Blocker status from the request. Once it's no longer marked as a blocker, you'll be able to unlink the ticket.

7. Is unlinking available for all integrations? Answer: Yes, unlinking is supported for all ticketing/task integrations supported in ClearFeed.