For Internal Helpdesk
Last updated
Last updated
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
By default, all users that are agents will be considered as Responders
Go to the Users section to add your support team members as users and make them Agents
Only Agents can reply to the tickets from the triage channel and Clearfeed web application and can be assigned tickets
Non-Agents can still view tickets and make private comments on tickets
Add Request channels on which you plan to provide support to your users
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
Your support team can also work directly from Request channels, in which case you can opt in Proceed without triage
Under Ticketing, ClearFeed will be selected as ticketing integration Choose the trigger mode for ticket creation.
Trigger mode for the ticket can be an emoji (eg. ) applied to the thread or tickets can be auto-created on every new message on the request channel
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
People from your organisation who should be treated as support agents/members are called Responders.
By default, all users who are Agents will be considered Responders.
You can add additional support team members in the user section by assigning them the role of Agents. Learn how to do that here.
If toggled ON, responder messages in request channels will generate tickets in the "Open" state. It is advisable to keep the toggle ON
