For Support teams, custom ticket views are essential for staying on top of high priority requests, unresolved items, and team-specific workloads. But these views typically live in a web dashboard, while most day-to-day collaboration happens in Slack. This has been one of the main irritants to a comprehensive solution to Ticketing in Slack.

Users love ClearFeed for the ability to Triage and respond to tickets across Slack, Email, Web Chat, MS Teams and Portal - all from Slack - but have to go to the ClearFeed WebApp to view tickets in a tabular or Kanban board. Now, to make ticket dashboards easier to access inside Slack, we’re introducing Sync Views to Slack Lists. Support teams can now bring any ticket view in ClearFeed - directly into Slack as a List, pin these Lists to triage channels, visualize them in a Kanban board or a Tabular view, browse and reply to tickets from the board - ie. stay on top of tickets without ever leaving Slack.

Let’s walk through how it works.

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How It Works

Once you’ve identified the Views you want to make accessible in Slack, you can sync and manage them directly from ClearFeed. Here’s how it works:

1. Convert any View into a Slack List

You can take any Custom View in ClearFeed, such as high-priority items, unassigned tickets, or team-specific queues,  and sync it directly to Slack as a List. The List reflects the same filtered set of requests shown in the ClearFeed dashboard.

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2. Pin Lists to your triage or request channels

While setting up the sync, you will be prompted to select the channel where you want the list to be added. Once the sync is completed, the List is automatically added to the channel and you can pin the list to:

• Track open or pending requests
• Monitor updates as work progresses
• Jump directly into specific items
• Keep everyone in the triage channel aligned on whats important.

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3. Automatic hourly refresh

Synced Lists are updated automatically every hour, ensuring Slack reflects the latest state of the View without needing to open the ClearFeed dashboard. They can also be synced manually anytime using the Sync Now option visible on the Slack List. 

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4. Enable it directly from any View

You can enable Sync to Slack Lists from any Custom View in ClearFeed. Simply open the View, choose Sync to Slack List, select the Slack channel where the List should appear, and set the refresh frequency. Once saved, the List is created in Slack automatically and stays updated based on your configuration, no additional setup required.

Check out the detailed guide to Sync Views to Slack List here. 

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Wrapping Up

Sync to Slack Lists brings your saved Views into Slack so teams can follow updates in one place. It reduces the need to jump between apps and keeps information accessible.

This feature uses Slack’s Lists API and requires new permissions: lists:read and lists:write. If your workspace hasn't been granted these yet, you’ll see a banner in the ClearFeed Web App prompting you to reinstall the ClearFeed Slack App. 

This feature is generally available to all ClearFeed customers. If you're interested in learning more about the new functionality, please reach out to us on Slack or email us at support@clearfeed.ai.