Customers

Maintain profiles for each customer

What is a Customer?

A customer object is a structured representation of an individual customer, containing key information such as Customer Name, Slack Channels, and Email Domains.

Customer Objects are only available for ClearFeed accounts on the External Helpdesk Product Edition. Read more about it here.

Access Customers

• Log in to the ClearFeed Web Dashboard

• Go to the Customers section on the left nav bar.

Create a New Customer

• Go to Customers -> click on Add New Customer

• Provide the name of the Customer

• Select the Slack Channel(s) where requests from the Customer are being monitored

  • Slack Channels shouldn't be assigned to another customer

  • ClearFeed should be monitoring these channels

• Add Email domains - users with this email domain will be treated as customer

• Click Create to create the new customer object

Whenever a new Slack connect channel is monitored, ClearFeed automatically creates a Customer Object with the relevant details. You can edit this Customer later to modify the object.

Edit an Existing Customer

• Go to Customers -> Find and click on the Manage button.

• Click on the Edit customer details button to modify the customer's details

• Make the necessary changes and ensure all information is accurate

• You can also choose to enable/disable the Support Portal for specific customer

  • Read more about the Support Portal.

Custom Fields

• Custom Fields in Customers allow users to create additional fields alongside standard fields such as Customer Name, Email Domain, and Slack Channels.

• These fields can be used to capture custom properties against Customers which helps log customer details.

• After defining and setting up fields, you can select and add field values for any Customer on ClearFeed using the web app.

• You can add and keep updating Custom Fields and their values depending on your workflow.

Create Custom Field

1. Navigate to Customers > Custom Fields

2. Click on the Create New Field button to start creating a new Custom Field

3. Enter a Name for your field and select the field Type.

   • Currently, we support Single Select, Multi Select, Text, Date & Number type fields.

   • For Text type fields, you can specify if you want users to give Single-line Input or Multi-line input.

     • You can also specify the Character Limit for the text field.

   • If Single Select or Multi Select is chosen, add the available Options for this field.

1. You cannot name the new field as Customer ID, Customer Name, Slack Channels and Email Domains since these names are already in use by ClearFeed.

2. Text type custom fields are limited to 255 characters by default. For longer fields, contact us via Slack or email at [e-mail].

Coming Soon

Features
Route requests from the same customer to a single collection for uniform SLA Management across channels
Integration with HubSpot / Salesforce CRM Ability to map customers on CF with a Deal / Account on HubSpot / Salesforce (CRM) Automatic mapping (match by domain) and the ability to override Define the fields to import from HubSpot / Salesforce against the CF customer object Sync HubSpot / Salesforce fields with CF native fields