Features of Zendesk Ticketing

Once you create a Zendesk ticket from Slack, ClearFeed enables the following:

  1. Replies on the Slack thread and the Zendesk ticket are synced bidirectionally.

  2. The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the Zendesk Ticket.

  3. Status changes from Zendesk are reflected on Slack

    • Note: We also support showing Zendesk Custom Statuses on Slack.

  4. ClearFeed adds the following labels to the Zendesk ticket: slack-channel-name, clearfeed, name of the form used to create the ticket.

  5. Public comments from the triage channel are also synced back to the Zendesk ticket.

  6. Internal Comments from the Triage channel are synced back to the Zendesk ticket as Internal Notes.

  7. Status change updates are also posted on the thread when the Zendesk ticket is moved to Solved state.

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