For Internal Helpdesk
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Navigate to 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 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 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 to send a notification to the corresponding triage channel if there is no response to a request for 60 mins
You can choose to designate specific agents as responders for this collection. Follow the steps below to do so:
Select the "Select Agents" option
Add the desired Agents to the Responders list
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.
People from your organization who should be treated as support agents/members are called Responders. By default, all users who are will be considered Responders.
