💡Intro to ClearFeed

What is ClearFeed?

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.

Is ClearFeed a Standalone Helpdesk or Integration between Slack and existing Ticketing Systems?

ClearFeed can be used for both purposes.

• It can be used as a standalone helpdesk to manage your end-to-end workflow and reporting. In this configuration, you won't need to invest in any other helpdesk

• It can be used as a highly configurable bi-directional integration between Slack and your existing ticketing systems (eg. Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, JIRA, etc.)

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 status, priority, and ownership of each request, and collaborate internally with private comments.

• You can also integrate ClearFeed to Enterprise tools like Atlassian (JIRA or JSM), Zendesk, Freshdesk, SalesForce, Github, Linear and Hubspot. Doing so allows users to easily convert and bi-directionally synchronize Slack threads to Tickets and Issues in external systems.

• 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 and Agent Assist for answering 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

The 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 business hours and schedules

• 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.

What are the different Product Editions that ClearFeed supports?

1. ClearFeed External Helpdesk: This product edition is applicable for supporting external customers via Slack-connect channels or Slack communities using ClearFeed's Helpdesk. It is used by customer support, customer success and pre-sales teams.

2. Integration between Slack Connect channels and External Ticketing System: This product edition is applicable for converting queries from customers in Slack to Tickets on tools like Zendesk, Freshdesk, Intercom, and SalesForce Service Cloud. ClearFeed provides real-time bi-directional sync of comments and statuses between Slack and your existing support tools.

3. ClearFeed Internal Ticketing System: This product edition is applicable for supporting employees on internal Slack channels using ClearFeed Ticketing System. It is used by internal support teams (eg. IT, HR, Engineering Escalations, Sales Ops).

4. Integration between Internal Slack Channels and Internal Ticketing System: This product edition is applicable for converting queries from employees to Tickets on tools like Zendesk, JIRA and Linear. ClearFeed provides real-time bi-directional sync of comments and statuses between Slack and your existing support tools.

What kind of use cases is ClearFeed being used for?

• 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 [e-mail] or book a demo with us.

Does ClearFeed have APIs ?

Yes! Using ClearFeed's APIs and Event stream you can retrieve request data by different dimensions and then build your own reporting and real-time applications on top of our system. (Developer Settings here)

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 [e-mail]