Setup Ticketing for a Collection

Following are the two things that you need to complete to start using Freshdesk to create ticket from a channel:

  1. Add the relevant integration in account settings

  2. Configure the integrated ticketing system's settings in collections

Details of #1 were covered in the previous integration section. Follow the below steps to configure collections configurations for Freshdesk tickets

Collection Configurations

  1. Choose the Collection for which you want to enabled Freshdesk Ticketing in the left panel

  2. Click on "Settings" tab

  3. Click on "Ticketing Settings" section

  4. Choose the Freshdesk as the Ticketing Integration

  5. Choose creation mode - Emoji or Automatic

  6. If it's Emoji based trigger, select the emoji from the pre-filled list

  7. Click on Save to successfully save the integration

ClearFeed can give you the ability to push internal comments from the triage channel as Private Notes on Freshdesk. Learn how to enable the same here.

Once you've completed the above steps successfully, you can create a Freshdesk ticket from any channel connected to the collection for which you've set up the above configuration. You can read details on creating Freshdesk tickets on Slack after configuring the above settings here.

If you've set up Emoji Trigger mode, read here on how to use this mode.

If you've set up Automatic Trigger mode, read here on how to use this mode.

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