💡Intro to ClearFeed
Conversation Helpdesk on Slack and MS Teams
ClearFeed is a conversational support platform, purpose-built for teams that support their customers and employees on Slack. ClearFeed can be used to support both internal teams within an organization on Slack, as well as external customers via Slack Connect channels.
ClearFeed is available as a Slack application that also provides a powerful Web interface and integrates with other Enterprise Tools in a company. ClearFeed also supports an Email integration and a plug-in for Microsoft Teams.
ClearFeed can be used both as a standalone Helpdesk, as well as an integration between Slack and existing Ticketing systems.
How does ClearFeed work?
You can start by installing ClearFeed to your Slack workspace (Read more on Security)
You can add ClearFeed to Slack channels on which customers/employees are making requests
ClearFeed application converts messages from request channels into a shared queue of requests
Employees can also raise requests privately from the ClearFeed Slack application
You can also use our Email integration to allow customers/employees to email and create tickets
You can work a shared queue of requests from a Triage Channel on Slack or from the ClearFeed Web Application. You can respond to the requests, manage the status, priority, and ownership of each request, and collaborate internally with private comments.
You can configure SLA Alerts using workflows for escalating requests pending response to different Slack channels and external tools like PagerDuty and OpsGenie (using webhooks)
You can configure Virtual Agent to answer questions on Slack. You can index your knowledge sources and use our GPT-4 powered RAG engine to deliver high-quality answers
You can monitor team workload and granular support metrics using ClearFeed Insights
ClearFeed Web Application
ClearFeed also offers a powerful Web application that can be used to:
Group Slack channels into Collections to have similar policies and integrations
Map Collections to Triage channels
Setup SLA alerts and automated out-of-office responses
Respond to requests and make internal comments from the web application
Integrate ClearFeed with your existing helpdesks or other enterprise tools
Do advanced filtering and sorting of requests based on time, assignee, customer and priority
Manage your knowledge sources for powering GPT-4 powered Virtual Agent
Get detailed reports to help you understand request load and service level management
Make Announcements, across multiple Slack channels- driving high engagement with customers.
Product Configurations
ClearFeed External Helpdesk - Support external customers via Slack-connect channels or Slack communities using ClearFeed's Helpdesk.
Integration between Slack Connect channels and External Ticketing Systems like Zendesk, Freshdesk, Intercom, and SalesForce Service Cloud.
ClearFeed Internal Ticketing System - Support employees on internal Slack channels using ClearFeed Ticketing System. Used by IT, HR, Engineering Escalations, Sales Ops teams.
Integration between Internal Slack Channels and Internal Ticketing System like Zendesk, JIRA and Linear.
Use Cases
Customer Support on Slack Connect Channels and Slack Community
Internal Product Support on Slack
Engineering Escalation Desks on Slack
IT Helpdesks on Slack
HR Helpdesk on Slack
Sales Ops and Enablement Helpdesks on Slack
Don't see your use case? Feel free to get in touch with us at support@clearfeed.ai or book a demo with us.
ClearFeed APIs
Pro Tips:
Read about the ClearFeed terminologies in the glossary
Read about a few case studies here to understand how other customers are using ClearFeed
Read about Security here. We are SOC 2 Type 2 compliant. In case you have any questions related to security, please email security@clearfeed.ai
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