Screens

This section will cover details on the configuration of Zendesk ticketing screens

When requests are turned into Zendesk tickets, details are sent back to the requester in a designated ticket message block on the request channel.

The screens section lets you customize the ticket message shown to the requester. You can show or hide ticket fields and manage the ticket resolution button.

Enabling Zendesk Ticketing is mandatory to share the ticket details with the requester. Learn more on how to enable ticketing here.

To configure the ticket message for Zendesk ticketing, follow the steps given below:

Head over to the Objects section on the ClearFeed web application -> https://web.clearfeed.app/objects
Under the ticketing drop-down, select Zendesk Ticketing.
Select Screens from the tabs mentioned under Zendesk Ticketing.

Screen configuration

The screen configuration options allow users to configure the ticket message block that is displayed to requesters and responders on Slack. The following options are available for configuration:

Fields:

Status - By default, the Status of the Zendesk ticket is always shown to the requester. This cannot be configured to be hidden.
- Note: Custom Zendesk statuses are also supported.
Priority - The priority of the ticket can be shown to the requester using this field. The priority of the ticket will be pulled directly from Zendesk.
Ticket URL - Allows you to show or hide the Zendesk ticket URL to the requestor.
- Showing the URL is advisable if you have the Help Center enabled for your customers.
Form Name - Name of the Form used to create the ticket.
- Note: Form name appears only if there is more than one form in the account.
Fields populated by Create Form - Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Create Form', will be displayed in the message.
Fields populated by Edit Form - Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Edit Form', will be displayed in the message.

Actions:

Mark As Solved button: You can choose to expose the Mark as Solved button which allows responders/requesters to solve a ticket right from the request channel.
- Check the option to display the Mark as Solved button on the ticket message block.
  - Permissions: All or Responder.
    All - Allows access to the Mark as Solved button to both the requester and responder
    Responder - Only agents/responders will be able to use the Mark as Solved action to resolve tickets.
Edit Ticket button: The Edit ticket button will be present on the ticket message by default whenever the Edit action Form is enabled.
- Disabling a Parent Form (or its underlying Edit action form) will disable the editing feature for existing tickets created using it and the Edit Ticket button will be hidden from all new tickets created using the Form.

Last updated 3 months ago

Screen configuration

The screen configuration options allow users to configure the ticket message block that is displayed to requesters and responders on Slack. The following options are available for configuration:

Fields:

Status - By default, the Status of the Zendesk ticket is always shown to the requester. This cannot be configured to be hidden.

Note: Custom Zendesk statuses are also supported.

Priority - The priority of the ticket can be shown to the requester using this field. The priority of the ticket will be pulled directly from Zendesk.

Ticket URL - Allows you to show or hide the Zendesk ticket URL to the requestor.

Showing the URL is advisable if you have the Help Center enabled for your customers.

Form Name - Name of the Form used to create the ticket.

Note: Form name appears only if there is more than one form in the account.

Fields populated by Create Form - Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Create Form', will be displayed in the message.

Fields populated by Edit Form - Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Edit Form', will be displayed in the message.

Actions:

Mark As Solved button: You can choose to expose the Mark as Solved button which allows responders/requesters to solve a ticket right from the request channel.

Check the option to display the Mark as Solved button on the ticket message block.
- Permissions: All or Responder.
  - All - Allows access to the Mark as Solved button to both the requester and responder
  - Responder - Only agents/responders will be able to use the Mark as Solved action to resolve tickets.

Edit Ticket button: The Edit ticket button will be present on the ticket message by default whenever the Edit action Form is enabled.

Disabling a Parent Form (or its underlying Edit action form) will disable the editing feature for existing tickets created using it and the Edit Ticket button will be hidden from all new tickets created using the Form.