Collections

Collections form the core of ClearFeed functionality, acting as way to group channels and apply configurations.

Collections are a group of Slack Channels on which similar request management and ticketing settings will apply.

• These settings include a set of responders, triage channels, workflows (eg. alerts on requests and no responses), ticketing settings, and many more.

Note that any collections you create will belong to the same Product Edition chosen during account setup. To verify your current product edition, navigate to Plans & Billing in the Account settings.

Create a Collection

Creating a Collection varies by Product Edition. Select your product edition from the options below to learn how to create a corresponding collection:

1. For External Helpdesk

2. For Internal Helpdesk

3. For Integrations

Collection Settings

Collection Settings allow you to customize and manage how requests, tickets, and workflows function within a collection. These settings control automation, integrations, permissions, and visibility, ensuring your team can efficiently handle support and operational workflows.

Configuration Options

• Responder Settings – Define who from your organization should be treated as support agents/members in ClearFeed. Defining and managing Responders is different for each product edition:

  • For External Helpdesk

  • For Internal Helpdesk

  • For Integrations

• Request Channels – Add or Remove Slack channels from the Collection or manage the ownership of added channels.

  • All public Slack channels can be added from the web app

  • Private Slack channels can be added by typing /invite @Clearfeed on the Slack channels. They can only be added after a Collection is created

  • Learn how to manage channels here.

• Triage Channel – Configure the channel for the support team to work from on Slack to handle incoming support requests.

• Ticketing – Select your integration and choose the trigger mode for ticket creation. Trigger mode for the ticket can be an emoji (e.g.. 🎟️) applied to the thread or tickets can be auto-created on every new message on the request channel.

• Task Management – Enable task tracking and integrate with tools like ClickUp, Linear and Jira to create tasks directly from the Request Channel using a simple emoji reaction.

• Assignment Rules – Define how requests or tickets are assigned, supporting round-robin or rule-based assignment.

• Welcome Message – Create a custom Welcome Message that automatically greets new customers when they join a channel.

• GPT-Powered Answers – Enable AI-driven responses for common queries.

• Automations – Set up workflow automation based on triggers like request creation, status changes, or SLA breaches.

• Emoji Rules – Configure emoji-based actions, such as escalating a request or closing a ticket.

• Business Schedules & SLA - Define working hours to ensure SLAs are calculated accurately & Configure service level agreements (SLAs) for response and resolution times.

• CSAT Survey – Enable customer satisfaction (CSAT) surveys and configure the CSAT survey question.

• Additional Collection Settings - Delete the Collection, download request data, and customize message classification settings (only applicable for External Helpdesk).

How to Access Collection Settings?

1. Navigate to the Inbox in the ClearFeed Web App.

2. Select the collection you want to configure.

3. To access configuration options:

   1. Click on the collection you want to configure and Click on Settings from the right-hand upper corner

      
   2. Click on the ⚙️ icon beside the Collection name you want to configure.

      

Renaming a Collection

You can rename a Collection to better reflect its purpose or team.

Steps to rename a Collection:

1. Navigate to Collection Settings in the ClearFeed Web App.

2. Click on the Edit icon next to the Collection name.

3. Enter the new name and click Save to apply the changes.

The updated name will be reflected across all related settings and dashboards.

Download Collection Data

Requests data of a collection can be downloaded as a CSV from Additional Settings.

The downloaded data will contain the following information:

• Request ID

• Title

• Author

• Assignee

• Status

• Channel Name

• Last Message Time (in UTC)

• Request Creation Time (in UTC)

• Is Linked Ticket Present

• Linked Ticket Id

• First Response Time SLA Breach

• Time to first response (In Min) [Only present if SLA breached]

• Closure Time SLA Breach

• Closure Time (In Min) [Only present if SLA breached]

Note:

• The data will only contain ClearFeed requests (identified by ClearFeed as customer requests)

• Messages with a linked ticket will be present in the data, even if they have been marked as Not a Request

Deleting a Collection

• You must remove all the channels inside a collection before you can delete it

• An empty collection can be deleted by using the Delete Collection button inside Additional Settings