Intro to ClearFeed

Helpdesk on Slack

ClearFeed is a conversational helpdesk built for teams that support customers and employees directly in Slack. Requests from Slack — and other channels like Email, Web Chat, Microsoft Teams, or Portal — flow into a single shared queue, allowing your team to manage, track, and respond without leaving Slack.

You can use ClearFeed as:

  • A standalone helpdesk on Slack

  • A bridge between Slack and your existing ticketing systems

Why ClearFeed?

ClearFeed helps teams manage requests efficiently and stay productive:

  • Stay in Slack: Handle customer and employee requests directly from Slack

  • Integrate seamlessly: Connect with 10+ ticketing and task management systems

  • Automate workflows: SLA alerts, escalations, and out-of-office responses

  • AI-powered support: Automated responses to FAQs and actions in tools like Okta, Jira, HubSpot

  • Gain visibility: Insights and reporting to monitor workloads and SLAs

How ClearFeed Works

Here’s the typical flow:

  1. Install ClearFeed in your Slack workspace

  2. Add ClearFeed to channels where requests are submitted (internal or Slack Connect)

  3. ClearFeed converts messages into a shared queue of requests

  4. Your team manages and responds to requests in:

    • A Slack triage channel, or

    • The ClearFeed Web App

  5. Optionally, sync requests with external systems like:

    • Jira, Zendesk, Freshdesk, Salesforce, GitHub, Linear, ClickUp, HubSpot, etc.

  6. Automate workflows with SLA alerts, Automations, Workflows, and knowledge-powered Virtual Agent responses

Use Cases

ClearFeed can be used by Customer Support or Internal Teams (IT, HR, Engineering support, Sales Ops) in two ways:

Standalone Support System

  • Function as a full-fledged ticketing system within Slack

  • Track, manage, and resolve requests internally

  • Optionally integrate with external task management tools like Jira, Asana, Linear

Integration Bridge

  • Connect Slack to external ticketing platforms (Salesforce, Zendesk, Freshdesk, etc.)

  • Requests captured in Slack are automatically synced with external systems

  • Ensures visibility across teams and efficient follow-ups

ClearFeed WebApp Features

  • Group Slack channels into Collections with custom policies

  • Map Collections to triage channels

  • Set business hours, schedules, and SLA alerts

  • Respond to requests and add private comments

  • Manage knowledge sources for Virtual Agent

  • Get detailed reports on request load and SLA performance

  • Broadcast announcements across multiple Slack channels

Integrations & APIs

  • Integrations: Connect with Jira, Zendesk, Freshdesk, Salesforce, GitHub, Linear, HubSpot, ClickUp, and more for bi-directional ticket sync

  • APIs & Event Stream: Retrieve request data for custom reporting or build real-time applications on top of ClearFeed

Security & Compliance

  • ClearFeed is SOC 2 Type 2 compliant

  • Learn more: Security

Last updated