Email Setup

Work on tickets from Email right from Slack. Bi-Directional sync of replies between Slack and Email.

How does Email Ticketing work in ClearFeed?

• Admins have to configure Email addresses in ClearFeed where incoming support emails are received.

• New incoming messages to these configured Email addresses create Tickets in ClearFeed.

• Newly created Tickets are posted to the configured Triage Slack channels.Each ticket creates a thread in Triage.

• Agents can respond to these Tickets by replying in the corresponding Triage thread.

• Replies posted in the Slack Triage thread are automatically sent back to the requester via Email.

• Similarly, subsequent Email replies by the Requester are appended to the Slack Triage thread as well.

• Replies from both Agents and Requesters are appended to the same Email thread.

• Agents can also respond to Email Tickets from the ClearFeed Webapp.

Agents can perform all other collaboration and ticket management on Email tickets (like posting private comments, tagging co-workers, updating the ticket state or linking it to Tasks) from Triage channel or the ClearFeed Webapp - just like they can do with tickets and requests from Slack, WebChat or Microsoft Teams.

Email Ticketing Configuration

Configuring Email Ticketing requires three important Steps:

1. Configuring Email addresses where customer queries will be received.

2. Configuring Email Collections, Triage channel and other Ticketing settings for emails received on configured Email addresses.

3. (Optionally) Configure an Outgoing Email Address using which ClearFeed will send emails to requesters.

4. (Optionally) Customize the Email auto-response and signatures to tailor the Email ticketing experience.

ClearFeed can support multiple incoming Email addresses from multiple custom domains and they can be routed flexibly to one or more Triage channels.

Step 1: Configuring Email Addresses in ClearFeed

There are two ways to configure an incoming email address. Either use the default one provided by ClearFeed, or add your own.

Option 1: Use ClearFeed provided Email

If you don't have an existing email, use a ClearFeed configured support email of the format -> support@<subdomain>.clearfeed-mail.com.. Note this is already pre-configured for all accounts using Internal and External Helpdesk editions (and as long as you have not signed up with a free email domain like gmail).

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.

ClearFeed Email Setup

Once this is done, you may need to create an Email Collection. Read here on how to proceed. (Note: An Email Collection is already pre-created for new accounts with the default ClearFeed email - but you may still need to tweak it's settings.)

Option 2: Using Custom Email(s)

Setting up a custom Email requires first configuring the Email address in ClearFeed and then forwarding emails correctly from these custom emails to ClearFeed.

How to configure custom Email addresses in ClearFeed

• 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 custom email addresses by simply typing them out in the email address section and hitting enter.

  • Incoming emails on different custom email addresses can be routed to different triage channels for better segregation.

How to forward emails from custom Email address to ClearFeed

After setting the custom email addresses - we need to forward emails received on those addresses to ClearFeed. Please read the following guides to make sure you have set your forwarding/group correctly:

1. Using Mail Forwarding
2. Using Google Group

Step 2: Creating & Configuring Email Collection

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

Note that an Email Collection with the default ClearFeed Email Address should be pre-configured in your account. The steps here are useful for creating and configuring additional collections for custom Email addresses.

To create a new Email Collection, perform the following steps:

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

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

3. (Optional/Strongly Recommended) Associate a triage channel: You can also create or link an existing triage channel to the Email Collection.

   • Learn more about triage channels here.
4. 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 (or same) triage channels.

Setting up email collection

Step 3 (Optional): Customize Outgoing Email Address

Configure the email address used to send outgoing emails from Slack to your customers. Choose from one of the three 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

Step 4 (Optional): Customize Email Ticketing Behavior

Once the basic Email Ticketing setup has been done, it can be customized as per your needs. Here are some options that can help in this regard:

1. Setup an Auto-response message
2. Customize Status Updates
3. Personalize Email Signature

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

Customize Status Updates

ClearFeed can send Status 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 email thread. You can enable or disable these notifications completely from the Email Setup section in Settings.

Configure the notifications to send updates only when:

1. A ticket is Solved

2. A ticket is Closed

3. Both

Status Update Notification Control

Example: Emails Sent on Status 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.

Tips on Handling Emails from Triage Channels

Deleting Emails

• 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

Appendix: Setup Email Forwarding

There are two ways of setting up Email forwarding from your custom email to ClearFeed:

Method 1: 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.

Method 2: 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

FAQs

1. Is the Email integration available for all plans and product editions in ClearFeed? Answer: The Email integration feature is available in Internal and External Helpdesk product editions. It is available in all plans including during Trial phase. However note that Email integration is not available for users who sign up with free email domains (like gmail.com). It is also not available in Child Accounts.

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

3. **I am not able to create a new Email Collections or perform Email Setup in my account. What could be the reason? ** Email Integration may not be available if you have signed up with a free email domain (like gmail.com) or have picked the Integration edition during account setup (by identifying ticketing integration with an existing tool as your primary use case). It may also not be available if you are using a Child Account.

4. Does ClearFeed support integration with multiple custom Email addresses (potentially from different custom domains) Yes. You can configure multiple custom Email addresses and domains in ClearFeed as described in Steps 1 and 2 of Email Ticketing Configuration
5. How can we route tickets from different custom Email addresses to separate Triage channels Answer: If you have added multiple custom Email addresses - you can route incoming Tickets to different Triage channels by creating multiple Email Collections.

   • For each custom Email, create a new Email Collection.

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

   • Configure a different Triage channel for each Collection.