πŸ“¦ClearFeed Sandbox

Test our features on the sandbox setup in ClearFeed Community

We have set up the ClearFeed Community sandbox with the aim of helping users test out some basic features of ClearFeed before deploying it into their own workspaces.

To join and access the sandbox, head over to our website here - ClearFeed Sandbox

Once you join the ClearFeed Community Slack workspace, you can follow the steps mentioned below to best try out the setup.

As soon as you join the workspace, you will find that you have been automatically added to a set of channels. Each channel serves a unique purpose in testing, broadly categorized into two use cases:

Testing ClearFeed as a ticketing system built into Slack

  1. Head over to #clearfeed-request-channel

  2. Send a sample message such as - β€œHey - need help!”

  3. Head over to #clearfeed-triage-channel

  4. Here, you will find your message converted into a request with multiple options to interact with the request as shown below:

  1. Click on β€œTake it”. Check the Assignee tag, and you will notice that the request has been assigned to you.

  2. Post a reply on the same thread and you will notice that the reply gets automatically synced back to the #clearfeed-request-channel.

  3. Similarly, any messages and attachments from the #request-sandbox channel will sync back to the #clearfeed-triage-channel.

Testing ClearFeed to interact with external Ticketing Systems (like Zendesk) from Slack

  1. Head over to #integration-zendesk-slack channel.

  2. Post a sample message.

  3. React to the same message using the 🎫 emoji.

  4. Check the thread where you will be presented with ticket details from Zendesk.

  5. Under the pinned message of the channel - you will find a video showing the end-to-end flow of how the integration looks like.

You can try the same process in any of the channels listed below:

  • #integration-jsm-slack

  • #integration-freshdesk-slack

  • #integration-salesforce-slack

How does ClearFeed work as a ticketing system on Slack?

This is a Slack-only support system, which means that your customers and support agents are Slack-first. Customers raise queries on Slack which are then treated by ClearFeed as requests. In the above example, the #clearfeed-request-channel can be thought of as a shared Slack channel with the customer.

Each new message posted by anyone from the customer team is treated as a request and the conversation in the entire thread is tracked as a part of that request.

The support agents can reply to these requests from two places:

  1. From the original customer channel itself - in this case, the entire conversation between the customer and agent is tracked by ClearFeed in a request. Read more here.

  2. From the triage channel - The triage channel is a single channel where requests from customers get queued. Its best utility comes when there are multiple customer channels a support agent has to deal with. Triage channel can queue requests from all request channels making it a single source of truth for the support team. Read more here.

How does ClearFeed interact with external ticketing systems from Slack?

This is a support scenario when the customer requests come from Slack but the support team works primarily out of a ticketing system such as Zendesk, JSM, etc…

  • ClearFeed enables converting ClearFeed requests into external tickets.

  • Any request can be turned into a ticket either manually or automatically.

  • Once it is converted into a ticket, all the messages and attachments are bidirectionally synced.

  • Status changes from the tickets are shown directly on the Slack thread as shown below:

Check out the video below to understand how ClearFeed-enabled Zendesk-Slack integration works:

If you have any questions related to ClearFeed, feel free to post them on #community-questions channel.

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