Email Setup

Work on tickets from Email right from Slack with a bidirectional sync of replies

How does the Email integration work?

• Enable support email integration with ClearFeed for seamless user/customer request handling.

• Incoming tickets from emails are directed to a dedicated Slack channel for easy access by agents.

• Agents can promptly respond to these tickets from within the Slack channel.

• Replies from Slack are automatically sent back to the requester via email.

Email Configuration

To start setting up the email integration - head over to Email Setup on the ClearFeed Web Dashboard.

Using ClearFeed Email

If you don't have an existing email, use a ClearFeed configured support email of the format -> support@<subdomain>.clearfeed-mail.com.

1. Go to Email Setup on the ClearFeed Web Dashboard

2. Click on Setup

3. Under Add Support Emails choose ClearFeed Email

4. You can find the email address listed

5. (Optional) Setup an Auto-response message

6. (Optional) Customize your outgoing email address

Once this is done, you will need to create an Email Collection. Read here on how to proceed.

ClearFeed Email Setup

Existing Support Email

If you already have a support email, you can configure email forwarding to continue using it for receiving support tickets. Forward emails directly from your mailbox or set up a Google Group to handle incoming messages. Please read the following guides to make sure you have set your forwarding/group correctly:

1. Using Mail Forwarding
2. Using Google Group

How to configure Email Setup with custom email?

• Go to Email Setup on the ClearFeed Web Dashboard
• Click on Setup

• Under Add Support Emails choose Custom Email

• Enter your custom support email address

  • You can also add multiple support email addresses by simply typing them out in the email address section and hitting enter.

  • Incoming emails on different support handles can be routed to different channels for better segregation.

• (Optional) Customize your outgoing email address
• (Optional) Setup an Auto-response message

Once this is done, you will need to create an Email Collection. Read here on how to proceed.

Use Mail Forwarding:

1. Enter your support Email address.

2. Setup forwarding to the domain mentioned in the Mail forwarding information section

   • Guide to setup forwarding: https://support.google.com/a/answer/10486484?hl=en
3. If you've added multiple support emails, configure the forwarding for each of the mailboxes.

Use a Google Group:

1. Keep the Google Group address the same as your support email. E.g. if the support email is [e-mail] -> this email should also be set up as the Google Group Address.

2. Copy the ClearFeed Support email (found under Mail forwarding information in the setup) and add it to the Google Group

3. Ensure the following permissions are set up correctly:

   1. Who can post: Anyone on the web

   2. Who can join group: Invited users only

   3. Allow External members: ON

Customize Outgoing Email Address

Configure the email address used to send outgoing emails from Slack to your customers. Different formats supported by ClearFeed:

1. {{firstname}}.{{lastname}}@<your company name>.clearfeed-mail.com: E.g. [e-mail].

2. <your preferred text>@<your company name>.clearfeed-mail.com: E.g. [e-mail].

3. Choose an outgoing email from your configured support emails:

   1. Pick the email of your choice among the custom emails you've configured.

   2. Enter a name for the outgoing address. This will appear as a responder's name on the replies.

   3. Authenticate the email with Google/Microsoft to allow ClearFeed to use it as an outgoing address.

For Microsoft Accounts, custom display name may be replaced with the name of the configured Microsoft account. To use a custom display name, an Exchange administrator must grant sendAs permissions to users. See documentation

Auto-response Message

ClearFeed can automatically send an acknowledgement to requesters once they send an email for support.

• You can choose to enable/disable this acknowledgement message.

• You can also customize the message.

Email intetgration setup

Email Collection

An email collection is simply a dedicated Collection used to store email tickets.

1. Go to Collections -> click on Add New Collection -> Select Email Collection.

2. Add Responders (these will be users responding to these tickets).

3. Select the Request channel: This will be the channel where your email tickets will land.

   • If you want email tickets to come on a private Slack channel - learn how to monitor private channels with ClearFeed here.
4. (Optional) Associate a triage channel: You can also create or link an existing one to the Email Collection.

   • Learn more about triage channels here.
5. Email Settings: Choose the support email(s) that send incoming emails to this Collection.

   1. You can configure multiple email collections for different support emails to send incoming emails to different triage channels.

6. Enable Workflows: These help you get alerts if the email tickets are left unattended. Learn more about workflows here.

Setting up email collection

Notifications

You can send State Update Notifications to requestors, informing them when their email ticket has been marked as Solved and Closed. These updates are sent as automated emails on the same thread. You can enable or disable these notifications completely.

You can also configure the notifications to send updates only when:

1. A ticket is Solved

2. A ticket is Closed

3. Both

Example: Emails Sent on State Updates

1. When the ticket is moved to Solved

Hello John, This is an automated message to inform you that we've marked your ticket CF-123 as solved. If you're satisfied with the resolution, no further action is needed. However, if you need further assistance or have additional questions, please reply to this email. Your reply will reopen the ticket, and our support team will get back to you as soon as possible. Thank you for your patience and understanding.

1. When the ticket is moved to Closed

Hello John, This is an automated message to inform you that we've closed your ticket CF-321. Please note: New replies to this thread will not reopen the ticket. If your issue remains unresolved or you need further assistance, kindly start a new email thread to [e-mail] to create a fresh ticket. Thank you for your understanding.

Deleting Emails from the triage channel

• You will find a dedicated button for email tickets on the triage channel called Delete Email.

• If a new Email ticket comes into triage - and you recognize that as spam, click on the Delete Email button to remove it from the triage channel.

  • Replies on that email thread will not be synced back on Slack.

• If there are existing responses from your team on the email ticket, the Delete Email button collapses the thread on triage and doesn't sync any future replies.

Email Ticketing Workflow

Email ticket in the triage channel

FAQs

1. Is the email integration available on the free tier plan for any ClearFeed offerings? Answer: The email integration feature is available exclusively on ClearFeed's paid plans. Check out the pricing and plans for more details.

2. Is the email integration available on ClearFeed Child Accounts?Answer: No, email integration is only supported in parent accounts right now.

3. How can we route tickets from different email domains to separate triage channels Answer: If you have added multiple email domains - you can route incoming tickets to different triage channels by creating multiple Email Collections.

   • For each support email, create a new Email Collection.

   • Under Email Settings, choose the support email for this Collection (you can add multiple emails).

   • Configure a triage channel for this Collection.