File JSM ticket using Emoji

Let us go through the flow of filing a JSM ticket from Slack using emojis with ClearFeed.

  1. A customer conversation is created: When you get a message from a requester on a request channel about a new query, a request is created on ClearFeed.

  2. First-level support on Slack: Your team can triage and do the first level of support from Slack. If you are not able to resolve the request, you can convert it to a ticket.

  3. Add an Emoticon: You can file a ticket by adding 🎟ī¸ emoticon to the first message in the thread.

  4. The entire thread gets synced to the ticketing platform ticket: All the messages in the thread (initial message, replies, and any attachments in these messages) are saved as the description on the ticketing platform.

  5. Ticket confirmation message: ClearFeed will post a reply on the corresponding thread once an issue is created.

  6. Comments from the JSM get posted on Slack: Any public comment and attachments sent from the Ticketing Platform on the ticket get posted on the Slack thread. ClearFeed will post public comments from Ticketing Platform agents as a bot. This bot will display the agent's name and profile picture.

  7. Messages from Slack get posted on the JSM: Messages posted on the Slack thread will get posted on the Ticketing Platform.

  8. Sync with Triage Channel: All messages on the ticket and the request channel are also synced to the Slack thread on the triage channel. A part of the team can continue to work from the triage channel as well. All responses from the triage channel will be posted on the request channel and get synced to the ticketing platform as well.

  9. Ticket solve and other state changes: When the ticket status changes state on JSM, ClearFeed syncs the status of the ticket on the thread.

  10. Automated State Transition: Ticket Status is updated when a non-responder posts a message in the thread. If the ticket is in pending/on-hold/solved status and if a customer replies to the ticket then the ticket status changes to open. If a ticket is moved to open after solving or re-opened again, a status update message will be sent on the ticket thread.

  11. Reopen / Solve Tickets from Slack: You can reopen the ticket from Slack if you find the issue persisting.

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