Collections
Collections form the core of ClearFeed functionality, acting as way to group channels and apply configurations.
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Collections form the core of ClearFeed functionality, acting as way to group channels and apply configurations.
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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 chosen during account setup. To verify your current product edition, navigate to
Creating a Collection varies by Product Edition. Select your product edition from the options below to learn how to create a corresponding collection:
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.
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:
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 .
– Configure the channel for the support team to work from on Slack to handle incoming support requests.
– 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.
– 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.
– Define how requests or tickets are assigned, supporting round-robin or rule-based assignment.
– Create a custom Welcome Message that automatically greets new customers when they join a channel.
– Enable AI-driven responses for common queries.
– Set up workflow automation based on triggers like request creation, status changes, or SLA breaches.
– Configure emoji-based actions, such as escalating a request or closing a ticket.
- Define working hours to ensure SLAs are calculated accurately & Configure service level agreements (SLAs) for response and resolution times.
– 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).
Select the collection you want to configure.
To access configuration options:
Click on the collection you want to configure and Click on Settings from the right-hand upper corner
You can rename a Collection to better reflect its purpose or team.
Steps to rename a Collection:
Navigate to Collection Settings in the ClearFeed Web App.
Click on the Edit icon next to the Collection name.
Enter the new name and click Save to apply the changes.
The updated name will be reflected across all related settings and dashboards.
Requests data of a collection can be downloaded as a CSV from Additional Settings.
An empty collection can be deleted by using the Delete Collection button inside Additional Settings
Navigate to the in the ClearFeed Web App.
Click on the icon beside the Collection name you want to configure.
Before deleting a Collection, make sure it doesn't contain any channels. If channels are present, you'll need to either or to another Collection before proceeding.
