Private Tickets on Slack

Use ClearFeed's Slack app to create tickets privately without posting a message on any Slack channel

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.

For the Internal Helpdesk product edition - the ticketing integration cannot be modified and is set to ClearFeed by default.

Creating a DM Collection

Creating a DM Collection is only supported in the main ClearFeed account. Child accounts do not have their dedicated DM collection - however, you can still create tickets for these accounts with the help of Request Routing.

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.

Enabling Request Routing is mandatory to create tickets using the / command shortcut and the "File ticket" button.

Look how to enable Request Routing below:

Enabling Request Routing for the DM Collection

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.

Settings of the selected Collection are applied to the filed ticket.

For example, if a triage channel is configured for the chosen Collection - the filed ticket will end up in the chosen triage channel.

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.

Routing tickets to a different Collection from DM

Use Case 2: Multiple Accounts + Multiple Collections

Routing tickets to a Collection in another ClearFeed account

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 tickets are private - i.e. not visible to other requesters. This is generally useful in cases where you want your users to create tickets that contain sensitive information.

Common use cases: HR, Finance, Payroll, People/Culture teams, etc...

These requests are visible at the following places:

• Dedicated collection on the ClearFeed Web App

• Triage channel (if configured)

• ClearFeed Slack App Homepage

Creating tickets from ClearFeed DM

File a Ticket Button

Request Routing must be enabled in your DM Collection to create tickets using the File a Ticket button. Learn how to do that here.

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.

End to end flow for using File a ticket button

Only ClearFeed and Zendesk ticketing are currently supported by this method. If you want support for other ticketing integrations, please notify us at [e-mail].