Email

Learn how interacting on Email tickets looks like for requestors and agents

ClearFeed allows you to convert incoming emails into actionable requests directly within Slack, providing two primary methods for integrating your email workflow:

Method 1: Using ClearFeed's Email Integration

Recommended for a full email-to-Slack ticketing workflow.

With this integration, emails sent to your designated support email address—either your existing address or a ClearFeed-provided one—are automatically processed and appear as new requests in your configured Triage Slack channel. Replies made by your team in the Slack thread are synced back as email replies to the original sender, creating a seamless experience for both customers and agents.

To learn more about setting up and using ClearFeed's Email integration, please refer to this page.

Filing a Ticket on Behalf of Someone Else

Sometimes, agents or responders may need to forward a customer request to the support email address, or loop in support by CC’ing the address. By default, the agent becomes the requester since the email comes from their ID.

To ensure the correct requester is captured, agents can add the following line at the top of the email body:

#requester [email protected]

Replace [email protected] with the actual email address of the requester.

What Happens Next:

• The specified email address is set as the requester.

• The agent sending the email is automatically added to CC.

• The requester receives a notification email informing them a ticket has been filed on their behalf.

• This notification starts the email thread for that ticket.

Method 2: Forwarding Emails to a Slack Channel

You can also create ClearFeed requests by forwarding emails directly to a Slack, enabling you to manage email-based requests directly within Slack.

When an email is sent to a channel where ClearFeed is a member, ClearFeed can identify it and convert it into a new request within the Collection that the channel belongs to. The email content and attachments will appear as a a regular Slack message in the channel, and ClearFeed will create a thread for it as a new request.

Replies made in the Slack thread for requests created via this method will not be synced back to the original email sender. This method is primarily for bringing email content into Slack for discussion or internal tracking, not for managing email conversations with external users.

FAQs

1. Can I customize the look or layout of response emails sent from ClearFeed? Answer:No, currently, ClearFeed does not support customization of the look or layout of response emails.

2. Is there a way to set up custom email templates for responses? Asnwer: While ClearFeed does not have built-in templates for emails, users can set up signatures for outgoing emails directly within ClearFeed. This allows you to include specific information or branding in your email replies.