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  • Create Collection
  • Responder Settings

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  1. ACCOUNT SETUP
  2. Collections

For Integrations

PreviousFor Internal HelpdeskNextManage Request Channels

Last updated 8 months ago

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Create Collection

  1. Navigate to from the side navigation bar.

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

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

  4. Choose support team members as Responders

    • : You can configure Slack users from specific domains to be responders, or you can also add Slack users as additional responders if they are not from a common domain

    • : Choose support team members as Responders. Responders are members of the support team.

  5. 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

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

    • For Customer Support use-case: You can select Create new channel or Select existing option.

    • For Internal Support use-case: Choose the Proceed without Triage option

  7. Under 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

  8. (Optionally) Set up a custom for this particular collection

See the walkthrough below for creating a collection for customer support

See the walkthrough below for creating a collection for internal support

Responder Settings

People from your organisation who should be treated as support agents/members are called Responders.

  • For Customer Support: Enter an email domain.

    • Everyone in your Slack workspace who shares that email domain is considered a responder.

  • For Internal Support: You can search for and add Slack users to assign them as Responders.

Responder messages in request channels

If toggled ON, responder messages in request channels will generate requests in the "Open" state. It is advisable to keep the toggle ON

🎟️
Collections
Collections
For Customer Support use-case
For Internal Support use-case
Triage channel
Welcome message
Collection Creation - Customer Support with integrations
Collection Creation - Internal Support with integrations