Private Tickets on Slack

Requests created on the ClearFeed Slack app are automatically converted into tickets. Hence, the request details shared are visible to the requester. These tickets are private since they are not initiated in any channel.

Create DM Collection

1. Head over to your primary ClearFeed account.

2. Click on Add new Collection and choose DM Collection

3. Choose whether to proceed with a triage channel or not

4. Select a ticketing integration:

   • Note: Since all requests to the ClearFeed App are tickets - if you don't have a use case for an external integration, choose ClearFeed itself as an integration.

5. Enable/Disable Request Routing

   • Request Routing enables you to route tickets created via the ClearFeed Slack App to different collections across multiple ClearFeed accounts.

6. (Optional) Configure a workflow to help you get alerts.

Request Routing

By default - tickets created via the ClearFeed Slack App are stored in the Slack App DM collection. However - you can enable Request Routing which helps users select a specific collection for their tickets.

Look how to enable Request Routing below:

How does Request Routing work?

Request Routing enables you to route tickets created via the ClearFeed Slack App to different collections across multiple ClearFeed accounts.

Use Case 1: Single ClearFeed Account + Multiple Collections

• Type your request in the Messages section on the ClearFeed Slack App.

• From the drop-down, select the Collection where the ticket should be routed.

• (If forms are configured) - Select the Form to be used for filing the ticket.

Use Case 2: Multiple Accounts + Multiple Collections

DM the ClearFeed App

Creating tickets from the ClearFeed Slack App is very simple. Users can message the app to create the tickets.

• Go to the ClearFeed App from your Slack App drawer

• Click on the Messages section

• Type a message and send it.

These requests are visible at the following places:

• Dedicated collection on the ClearFeed Web App

• Triage channel (if configured)

• ClearFeed Slack App Homepage

File a Ticket Button

Users can easily create a ticket without sending any message using the File a Ticket button.

How do you create and track tickets using the File a Ticket button?

1. Navigate to the ClearFeed Slack App.

2. Click on File a ticket button

3. You will see a dropdown of all available Forms, grouped by the Collections they're linked to.

4. Select the relevant Form.

5. Enter the details and your ticket will be created

6. You can track and update the created ticket from the Messages section in the ClearFeed Slack App or under the My Tickets view.

7. Replies from agents would also land in the same thread.