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  • Create Collection
  • Responder Settings

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  1. ACCOUNT SETUP
  2. Collections

For External Helpdesk

PreviousCollectionsNextFor Internal Helpdesk

Last updated 5 months ago

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Create Collection

  1. To set up the collection Navigate to from the side navigation bar.

  2. Click on the Add new Collection button on the bottom-left of the page

  3. 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

  4. 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

  5. Add a for the support team to work from on Slack

    • You can select Create new channel or Select existing option

  6. 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.

  7. You can edit an existing to send a notification to the corresponding triage channel if there is no response to a request for 60 mins

  8. Set up a custom for this particular collection

Responder Settings

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.

Responder messages in request channels

  • 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.

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