For External Helpdesk
Last updated
Last updated
To set up the collection Navigate to Collections from the side navigation bar.
Click on the Add new Collection button on the bottom-left of the page
Choose support team members as Responders
You can configure Slack users from specific domains to be responder, or you can also add Slack users as additional responders if they are not from a common domain
Check auto-assignment to first-responders ON
Add Request channels on which you plan to provide support to customers
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
Add a Triage channel for the support team to work from on Slack
You can select Create new channel or Select existing option
In the Ticketing section, you can keep the option un-checked. Generally, we have observed that for external support on Slack, you'd like to keep it conversational.
You can edit an existing workflow to send a notification to the corresponding triage channel if there is no response to a request for 60 mins
Set up a custom Welcome message for this particular collection
Responders are people from your organisation who should be treated as support agents/members.
For the external helpdesk use case - the Responder settings allow you to enter an email domain.
Everyone in your Slack workspace who shares that email domain is considered a responder.
You can also add Slack users as additional responders if they are not from a common domain.
E.g. Anyone from ClearFeed will be considered a Responder. If you enter other domains, anyone with the same domain in the Slack workspace will also be considered a responder.
If toggled ON, responder messages in request channels will generate requests (or tickets if automatic ticketing is enabled for the Collection) in the "Open" state. It is advisable to keep the toggle ON.
