ClickUp

This section will cover ClickUp <> ClearFeed integration

ClearFeed has a robust integration with ClickUp, allowing agents and responders to create bi-directionally synced Click Up issues from Slack.

Integrate ClickUp

You would need Admin privileges in ClickUp to authorize the integration

Integrating ClickUp with ClearFeed

1. Head over to Settings (Gear icon in the lower left) -> Integrations tab

2. Press the Connect against ClickUp

3. You will be prompted to log in to ClickUp (If you've already not logged in)

4. Select the ClickUp workspace you want to connect with ClearFeed - and then click on Connect Workspace.

5. You will be successfully redirected to ClearFeed with a success message.

We currently support connecting a single ClickUp workspace with a ClearFeed account.

Enable Ticketing

1. Go to web.clearfeed.app/collections

2. Choose the required collection from the list on the left-hand panel

3. Click on Settings and then choose Ticketing Settings

4. Choose ClickUp as the Ticketing Integration

5. Choose the trigger mode (Emoji/Automatic)

   • If it is an emoji-based creation, choose the emoji that should trigger ticket creation (default is 🎟️ emoji).

Create Tickets

Manually (using emoji)

How to use emoji reaction to manually create ClickUp tickets?

1. A conversation is initiated on the request channel.

2. React to the first message on the thread using the 🎟️ emoji.

3. You will get an ephemeral message to fill in the required issue details.

4. Once these are filled, the ClickUp ticket is generated. All messages in the thread (along with the attachments) are synced to the ticket.

Automatic

How to convert threads into ClickUp tickets automatically?

1. Whenever a new conversation is initiated on the request channel, you will get a prompt on the thread to convert it into a ClickUp ticket.

2. Once the details are filled, a ClickUp ticket is generated. All messages in the thread (along with the attachments) are synced to the ticket. ClearFeed posts a message on the Slack thread sharing the ClickUp ticket details.

Functionalities

• Replies on the Slack thread and the ClickUp task are synced bidirectionally.

• The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the ClickUp Task.

• Status changes from ClickUp are reflected on Slack.

• ClearFeed adds the following labels to the ClickUp task: slack-channel-name and clearfeed.

• Public comments from the triage channel are also synced back to the ClickUp task.

• Status change updates are posted on the thread when the ClickUp task is moved to Solved status.

Sync Settings

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

1. Access Sync Settings by navigating to Objects

2. Choose your Message Sync Mode

3. Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

Configuring Sync Settings for a particular ticket in Slack

Message Sync Mode

Determines how messages are synced between Slack and ClickUp.

• 2-way sync between ClickUp and Slack thread: Replies from Slack are posted on ClickUp, and comments from ClickUp are synced to Slack.

• Only forward sync from Slack thread to ClickUp: Replies from Slack are posted on ClickUp, but comments from ClickUp are not posted back on Slack.

• Only backward sync from ClickUp to Slack thread: Only ClickUp comments are posted on Slack, and replies from Slack do not go to ClickUp.

• No sync between ClickUp and Slack thread: No comments are synced from Slack or ClickUp.

Status Sync Mode

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

• Sync key status changes from ClickUp to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

• No sync of status changes from ClickUp to the Slack thread: No status updates are synced to Slack.

ClickUp Forms

Configuring Forms

Each ClickUp Form has two parts: when creating a ticket and when editing a ticket.

• Navigate to Objects on the ClearFeed web console -> click on Import from ClickUp.

• You should see your Lists in the following format: Space Name > List Name

Currently, we support Status, Assignees, Due Date, and Priority fields. We plan to add more ClickUp fields soon.

Create Form

1. Title and Description are added to the Form by default. These are non-removable and pre-filled by ClearFeed. However, they can be hidden to prevent modification.

2. From the ClickUp Fields table (right-hand panel) - add the fields you want to be a part of the form.

3. Configure properties such as adding hint text, placeholder text, making fields optional, setting a default value, or hiding a field.

   • Learn more about field properties here.

   • Save your configuration.

Creating a ClickUp Form

Ticket Creation Without a Form

• If all fields in a form are hidden, users can create tickets without completing the form.

• If all fields in a Form are set to be editable by only responders, requesters can create a ticket without filling out the form.

  • Note: Fields will have pre-filled or default values in both scenarios.

Field Properties

• Removing Fields: Remove fields from a Form using the Delete icon.

  • Note: Title and Description 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: Determines the field name displayed to the requestors when they use the form.

  • If fields are hidden - this property is not relevant.

• Placeholder Text: Text inside the field before users enter their information.

• Hint Text: The hint text is shown below the field to guide users on what to enter. Think of this as the field description.

• Default Values: Adds default values to the fields. Default values automatically populate the corresponding Intercom 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, you must assign it a default value.

• Permissions: Specify who must fill out a field when creating or editing a ticket using the Editable by column. Choose between All users or only Responders.

  • Note: Users with the required field permission must fill it out when creating a ticket on Slack.

• Required Field: Specify if the field is optional or mandatory when creating or editing a ticket in the Required field column.

Field properties for ClickUp

Mapping Forms to Collection

All active ClickUp Lists (forms) are available for ticket creation by default in Collections with ClickUp Ticketing enabled.

• You can limit the available Forms for ticket creation by mapping specific Forms to a Collection.

Only Forms with an active Create Action Form will be available for mapping.

• A form can be mapped to multiple collections.

How to map ClickUp Forms (Lists) to a Collection?

1. Navigate to Collections -> Settings.

2. Go to Ticketing Settings.

3. In the Forms Availability section, select the Specific Forms option.

4. From the available Forms, select the ones you'd like to associate with this Collection.

Mapping ClickUp forms to a Collection