Forms
Streamline ticket creation and editing on ClearFeed using Ticketing Forms
Last updated
Streamline ticket creation and editing on ClearFeed using Ticketing Forms
Last updated
ClearFeed improves ticket management with Forms that simplify creating and editing tickets directly from your request and triage channels.
By default, ClearFeed Ticket Forms include Title, Priority, and Assignee fields. To add custom fields, you need to first create them. Learn how to do that here.
Each ClearFeed Form has two parts - When creating a ticket and When editing a ticket.
Navigate to Objects on the ClearFeed web console and click on Add Form
Provide a suitable name for the form (note: Form name will be visible to the requestors when creating the ticket).
Title and Priority fields are added to the Form by default.
These properties are Pre-filled by ClearFeed (that means, a value is assigned to these fields when a ticket is created - but you can still modify their values).
From the ClearFeed Fields table - add the fields you want to be a part of the form.
Configure properties such as setting up a field alias, adding placeholder text and hint, making fields optional, setting a default value, or hiding a field.
Learn more about field properties here.
Save your configuration and move on to configure the Edit Action form (optional).
Fields added in the Create form will be visible to responders on the triage channel and web dashboard when working on tickets.
If the Edit Form is enabled - users will see an Edit Ticket button when they create a ticket. You can provide requestors and responders the exclusive ability to modify fields after ticket creation.
Only the fields that are a part of the Edit form can be modified from the triage channel after a ticket is created.
Add fields from the ClearFeed Fields table available on the right-hand side.
Configure properties such as making fields optional, setting a default value, or hiding a field.
Learn more about field properties here.
Pro tip: Use the Add all Create Form fields button to quickly add fields that are a part of the Create form to the Edit form.
If all fields in a form are hidden, both responders and requesters will be able to create a ticket without filling out a form.
If all fields in a Form are set to be editable by only responders, requesters will be able to create a ticket without filling out a form.
Note: In both cases, the pre-filled or default value of fields will be populated.
Removing Fields: Remove fields from a Form using the Delete icon.
Note: Title and Priority are non-removable in the Create Action form. However, they can be hidden to prevent modification.
Reordering Fields: To customize the order of the fields, click and hold a field in the left column, then drag and drop it to your desired position in the sequence.
Note: Non-removable fields will always be on top, while hidden fields will automatically move to the bottom once the changes are saved.
Non-responder Field Label: This determines the field name that would be displayed to the requestors when they use the form.
Placeholder Text: The text that is shown inside the field before users enter their information.
Hint Text: The hint text that is shown below the field to guide users on what to enter. Think of this as the field description.
Default Values: You can add default values to the fields. Default values automatically populate the corresponding customer fields when a ticket is created.
Note: Default values cannot be entered for non-removable fields.
Hidden Fields: To ensure specific fields are not modified during ticket creation, you can hide them from the Create Action Form.
Note: When hiding a field, it is mandatory to assign a default value to it.
Permissions: Specify who is required to fill a given field when creating or editing a ticket using the Editable by column. Choose between All users or Only responders.
Note: Only users with the specified permission for a field will see it in the form when creating a ticket on Slack. However, they must mandatorily fill it to proceed.
Required Field: Specify if the field is optional or mandatory when creating or editing a ticket in the Required field column.
Note: By default, the Required field value is set to 'Required' whenever a new field is created.
By default, all active ClearFeed Forms are available for ticket creation in Collections with ClearFeed ticketing enabled. However, you can map specific Forms to a Collection to restrict the available Forms for ticket creation.
ClearFeed Ticketing needs to be enabled for a Collection.
Only Forms with an active Create Action Form will be available for mapping.
Any Form can be mapped to multiple collections.
Navigate to Collections -> Settings.
Go to Ticketing Settings.
In the Forms Availability section, select the Specific Forms option.
From the available Forms, select the ones you'd like to associate with this Collection.
If a mapped Form (or its Create Action form) is disabled, it will break the Form's existing mapping with any Collection, and prevent it from being used to create tickets on Slack.
When requests are turned into ClearFeed 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 ClearFeed 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 ClearFeed 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 ClearFeed Ticketing.
Select Screens from the tabs mentioned under ClearFeed Ticketing.
Assignee - You can choose to show the name of the Assignee of the ClearFeed ticket on the request channel.
Priority - The priority of the ticket can be shown to the requester using this field. The priority of the ticket can be as follows: Urgent, High, Medium, Low.
Status - By default, the Status of the ticket is always shown to the requester. This cannot be configured to be hidden. The following statuses are shown to the requester: Open, In Progress, On Hold, Pending, Solved, Closed.
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.
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.
What is the Default ClearFeed Ticket Form and can I modify it?
Answer: The Default ClearFeed Ticket Form is a pre-built form that comes with your ClearFeed account. It's designed to be a foundation for managing tickets within the system. By default, it doesn't show any fields when creating a ticket. However, you have the freedom to customize this form and add the specific fields you need to fit your purposes.
What happens if all fields in a form are hidden?
Answer: If all fields in a form are hidden, both responders and requesters can create a ticket without filling out a form. The pre-filled or default values of the fields will automatically be populated in the ClearFeed ticket.
Can requesters create a ticket without filling out a form if all fields are editable only by responders?
Answer: Yes, if all fields in a form are set to be editable by only responders, requesters can still create a ticket without filling out a form. The pre-filled or default values of the fields will be populated in the ClearFeed ticket.
Will the pre-filled or default values be used if the form fields are hidden or set to be editable only by responders?
Answer: Yes, in both cases—whether the form fields are hidden or set to be editable only by responders—the pre-filled or default values of the fields will be used in the ClearFeed ticket.
Is it necessary for responders to fill out the form if the fields are hidden or set to be editable only by them?
Answer: No, responders don't need to fill out the form in these scenarios. The ticket creation process will rely on the pre-filled or default values of the fields.
What happens if the Parent Form or its Edit action is inactive?
Answer: If the Parent Form used for creating a ticket, or its underlying Edit action, is inactive, you will be unable to edit existing tickets that were filed through that Form.
What happens if all fields in an Edit Form are hidden when responders and requesters click the Edit ticket button?
Answer: If all fields in an Edit Form are hidden, clicking the Edit ticket button will update the respective default values of the ClearFeed ticket fields without showing any form on Slack.
Does ClearFeed automatically capture the placeholder text, hint text, and field alias for fields that are a part of the Create action form to the Edit form?
Answer: Yes - once you set up your Create action form - move to the Edit form and click on the button that says + Add all Create form fields. That should copy all fields and the relevant properties.
If you have existing fields set up in the Edit form - removing them and re-adding would also copy all properties from the Create form.
How can I view and edit fields that are part of the Create form?
Answer: You can do that from the following places:
Triage Channel: The triage channel view of the ticket displays all fields that are part of the Create form.
Web Console: You can view and edit all fields belonging to the Create form from the web dashboard view of the ticket.
How can I view and edit fields that are part of the Edit form?
Answer: You can do that from the following places:
Triage Channel: The triage channel view of the ticket displays an "Edit Ticket" button when the Edit form is enabled. After clicking the "Edit Ticket" button, you can edit all the fields that belong to the Edit form.
Web Console: You can view and edit all fields belonging to the Edit form from the web dashboard view of the ticket.
