Slack Channels

Before you start creating requests on Slack channels - you would need to create a Collection and add channel(s) to this Collection

Once ClearFeed starts monitoring a Slack channel, any new message from a non-responder is considered a request.

• Any message from a requester in a monitored channel will automatically create a request in ClearFeed.

• Requesters do not see request IDs or statuses — everything appears seamless to them.

• If a request is converted into a ticket, its properties (like status, assignee, etc.) are visible in the request channel.

If you'd like to create tickets without sending a message on the channel, see here.

Create Requests by Sending a Message

• A user posts a message in a Slack channel monitored by ClearFeed.

• ClearFeed detects the new message and identifies whether the user is a responder or non-responder.

• Based on the Collection settings, ClearFeed decides whether to convert the message into a request.

• Request visibility:

  • Requesters see nothing unusual — no IDs or status indicators.

  • Responders see the request along with its ID, status, and other details in the triage channel or ClearFeed web app.

• Agents can respond to requests from:

  • The Triage channel

  • The ClearFeed Web App

Pro-Tip: By default, ClearFeed automatically creates a request when a non-responder replies within a thread. However, in certain scenarios—such as product updates or internal follow-ups—you may not want replies in these threads to trigger requests, even if they come from a non-responder.

This behavior can be controlled using a collection-level setting, which must be configured by the ClearFeed team.

To enable this setting, contact us at [email protected] or reach out via your Slack support channel.

Creating requests and getting replies for a requester

Here's how a ticket appears on the request channel

Create Tickets using the /cf-file Command

1. Go to any channel monitored by ClearFeed

2. Type in /cf-file command and hit enter

3. Choose the applicable form for ticket creation

4. Fill out the form, and we will share the ticket details on the same channel

FAQs

1. I have Auto Ticketing enabled, but tickets aren’t being created for some threads. Why? Answer: If the Slack thread wasn’t synced with ClearFeed (due to an outage or failure to receive events), Auto Ticketing won’t trigger — since there’s no record of the conversation in ClearFeed. You can still create a ticket manually by applying the 🎫 emoji to the parent message; ClearFeed will then fetch the thread and proceed to create a ticket

2. Q: Can I create a ticket from a message that wasn’t synced to ClearFeed? Answer: Yes. If the thread isn’t already present in ClearFeed (e.g., due to a sync delay or outage), applying the 🎫 emoji to the parent message will trigger ClearFeed to fetch the full thread, classify it, and proceed with ticket creation.