Standard Collections

Standard Collections are ClearFeed’s source-based way to organize and manage requests.

In this model, Collections group requests by where they come from such as Slack channels, Microsoft Teams channels, support email addresses, API, Support Portal, or Web Chat. All requests from the sources in a Collection share the same configuration and follow the same rules.

Standard Collections are used by:

• All accounts on the Internal Product Edition

• All accounts on the Integrations Product Edition

• External Product Edition accounts where Customer Centric Inbox is not enabled (typically older accounts)

All requests coming from the sources in a Collection share the same configuration, including:

• Workflows

• Business hours and SLAs

• Assignment rules

• Ticketing rules

• Automations

• AI Agents

• CSAT

• Visibility and access rules

Which accounts use Standard Collections?

You are using Standard Collections if:

• Your Inbox sidebar shows channels or sources grouped under Collections

• Customers (if present) are optional metadata and not the primary navigation

• Your account is on:

• Internal edition, or

• Integrations edition, or

• External edition without Customer Centric Inbox enabled

If you want to move to a customer-first model, you can upgrade to Customer Centric Inbox by contacting [email protected].

Supported Collection Types

Depending on your Product Edition, ClearFeed supports the following Standard Collection types:

Collection Type	Source	Limit	Product Edition
Slack	Requests from Slack channels.	Multiple per account	All
DM	Tickets from "File Ticket" on the ClearFeed App Home.	Only one per account	Internal Helpdesk & Integrations
Email	Requests via your support email address.	Multiple per account	External Helpdesk Internal Helpdesk
Portal	Requests from the ClearFeed Support Portal.	One per account	External Helpdesk
Web Chat	Requests from Web Chat widget.	One per account	External Helpdesk
API	Requests created via API.	One per account	External Helpdesk Internal Helpdesk
MS Teams	Requests from MS Teams channels.	Multiple per account	External Helpdesk

Collection Settings

Collection Settings provide granular control over how requests, tickets, and workflows function within a specific Collection. Accessing and managing these settings allows you to tailor ClearFeed to your team's specific needs and ensure consistent application of rules for the requests grouped within that Collection.

Accessing Collection Settings

You can access Collection Settings via two methods:

• Navigate to the Inbox in the ClearFeed Web App. Select the Collection you wish to configure from the list. Click on the Collection name, and then click on Settings in the top right corner.

  

  Accessing Collection Settings - Option 1
• Navigate to the Inbox in the ClearFeed Web App and select the Collection you wish to configure from the list. Click the three dots icon next to the Collection name, and then click on Settings from the dropdown menu.

  

  Accessing Collection Settings - Option 2

Configuration Options

Below is a comprehensive list of all possible settings available within ClearFeed Collections. When creating or updating a specific Collection, only the settings applicable to that Collection type will be available.

• Responders: Define which users from your organization should be treated as support agents i.e. members capable of responding to requests within this Collection.

• Request Channels: Add or remove Slack/MS Teams channels associated with this Collection. You can also manage the ownership of added channels here.

• Triage Channel: Configure a dedicated Slack channel where the support team can work collaboratively on Slack to manage and prioritize incoming requests from this Collection.

• Ticketing: Integrate with Native ClearFeed Ticketing or External ticketing systems (like Jira, Zendesk, etc.) and define the rules for how tickets are automatically created or manually triggered from incoming requests.

• Task Management: Enable the creation of tasks in integrated project management tools (like ClickUp, GitHub, Asana, Linear, and Jira) directly from a Request Channel thread using a simple emoji reaction.

• Assignment Rules: Define how requests or tickets are assigned to responders. ClearFeed currently supports assignment via Auto-assignment to first responder or Round-robin.

• Welcome Message: Customize an automatic greeting that new users receive when they join a Slack channel monitored by this Collection.

• AI Agents: Enable intelligent helpers, offering accurate answers by tapping into your linked knowledge sources and take actions like creating JIRA tickets or updating deals in HubSpot right from the conversation.

• Automations: Set up automated workflows based on triggers like request creation, status changes, or specific keywords to streamline repetitive tasks.

• Emoji Rules: Configure specific actions to be triggered within ClearFeed or integrated tools based on defined emoji reactions applied to request messages in Slack.

• Business Schedules & SLA: Define your team's working hours and set up Service Level Agreements (SLAs) for initial response and resolution times for requests in this Collection.

• Email Settings: Configure the Support Email Address from which the incoming emails should be grouped in this collection.

• Request Routing: Enable this feature to allow users to associate requests with any collection within the account when creating requests via ClearFeed App's DM.

• Workflows: Configure custom workflows applicable to the collection.

• CSAT Survey: Enable and configure Customer Satisfaction (CSAT) surveys to gather feedback from users after their requests are resolved.

• Additional Collection Settings: Access options to

  • Delete the Collection

  • Download request data for analysis

Not all settings are available for every Collection type or Product Edition.

Creating a Collection

The process for creating a Collection involves defining specific settings based on the Collection type.

Portal and Web Chat Collections are automatically created when their respective features are enabled.

During the creation process, you will be prompted to configure settings specific to the type of Collection you are creating. Refer to the Configuration Options section above for a detailed description of each setting. When configuring the Triage Channel for a Collection, you can either select a Slack channel to use as Triage or choose the "Proceed without Triage" option to create the Collection without any Triage channel.

To create a new Collection:

• Navigate to the Inbox in the ClearFeed WebApp.

• Click the Add new Collection button. There are two ways to do this:

  • Hover over the “+” icon next to the Collections header and select the source for the requests.

    
  • Hover over the “New” button at the bottom of the sidebar and from the dropdown, select Collection.

    
• Depending on the type of Collection you are creating, you will be asked to configure the relevant settings. The available settings for each Collection type are:

  • Slack: Responders, Request Channels, Triage Channel, Ticketing, Task Management, Workflows

  • API: Responders, Triage Channel, Workflows

  • DM: Triage Channel, Ticket Routing, Workflows

  • Teams: Responders, Request Channel, Triage Channel, Ticketing

  • Email: Responders, Triage Channel, Email Settings

If any of the option is not shown that means you have already reached the limit of no of collection allowed for that type or the type is not supported for your Product Edition.

Managing Collections

Beyond initial creation and configuration, you can perform several management actions on Collections from the ClearFeed WebApp.

Updating Collection Settings

After a Collection has been created, you can modify its settings. The specific settings that are available for editing depend on the Collection type. The settings that can be edited for each Collection type are:

• Slack: Responders, Assignment Rules, Request Channels, Welcome Message, Triage Channel, Emoji Rules, Ticketing, Task Management, GPT Powered Answers, Automations, CSAT, Business Schedule and SLA settings, Additional Settings.

• Web Chat/Portal: Responders, Assignment Rules, Triage Channel, Ticketing, GPT Powered Answers, Automations, Business Schedule and SLA settings, Additional Settings.

• Email: Responders, Assignment Rules, Email Settings, Triage Channel, Ticketing, GPT Powered Answers, Automations, Business Schedule and SLA settings, Additional Settings.

• DM: Triage Channel, Ticket Routing, Request Channel, Ticketing, Emoji Rules, GPT Powered Answers, Automations, Business Schedule and SLA settings, Additional Settings.

• API: Triage Channel, Ticketing, Assignment Rules, GPT Powered Answers, Business Schedule and SLA settings, Automations, Responders, Additional Settings.

• Teams: Responders, Assignment Rules, Request Channels, Triage Channel, Ticketing, Additional Settings.

Renaming a Collection

You can rename a Collection to better reflect its purpose or the team it serves.

• Navigate to Collection Settings in the ClearFeed Web App.

• Click on the Edit icon next to the Collection name.

• Enter the new name and click Save. The updated name will be reflected across the application (all related settings and dashboards).

Download Collection Data

You can download the request data for a Collection as a CSV file from the Additional Settings section. This data can be used for analysis and reporting.

The downloaded data will primarily include ClearFeed requests (messages identified as customer requests) and associated ticket linkage metadata. Messages linked to a ticket will also be included, even if they were initially marked as "Not a Request." This export is request-level metadata and does not provide a full export of all question-and-answer messages in the underlying Slack or Teams threads.

Downloaded Data

The downloaded data will contain the following information:

• Author

• Assignee

• Status

• Channel Name

• Last Message Time (in UTC)

• Request Creation Time (in UTC)

• Ticket Creator

• Is Linked Ticket Present

• Linked Ticket Id

• First Response Time SLA Breach

• Time to first response (In Min) [Only present if SLA breached]

• Closure Time SLA Breach

• Closure Time (In Min) [Only present if SLA breached]

Deleting a Collection

To delete a Collection, it must first be empty of associated incoming request sources. This means:

• Slack and Teams Collections: Ensure the Collection contains no channels. You must remove them or move them to another Collection first.

• Email Collections: Remove the Email Address from the Email Settings option.

Once the Collection contains no channels or associated sources, it can be deleted using the Delete Collection button within the Additional Settings section.

Portal, DM, API and Web Chat Collections are not allowed to be deleted.