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 and click on Setup for ClearFeed Email.

Using ClearFeed Email

If you don't have an existing email, you can use a ClearFeed configured support email that would be 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) Customize your outgoing email address

6. (Optional) Setup an Auto-response message

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

ClearFeed Email Setup

Existing Support Email

During the trial, only the ClearFeed email is available. Contact us at [e-mail] or Slack to set up a custom email after the trial ends.

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

We do not support forwarding emails from individual mailboxes in Google

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.

• (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.

• By default, the replies are sent as {{firstname}}.{{lastname}}@<your company name>.clearfeed-mail.com

• You can use a common alias, e.g. support@<your company name>.clearfeed-mail.com

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

Setting up email collection

Email Signature

Signatures are unique to each user/agent with access to ClearFeed (i.e. they are added to the ClearFeed web console).

• Head over to the Email Setup page on the ClearFeed dashboard

• Configure and set the desired signature

Configuring email signature

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.

1. Is the email integration available on ClearFeed Child Accounts?

Answer: No, email integration is only supported in parent accounts right now.