Email

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

How does Email Ticketing work?

1. Requests sent to the support email will be shared on a Slack channel.

2. Agents can respond to the email request by replying to the Slack thread.

3. The replies are synced back to the customer/user as an email.

Using the ClearFeed Email integration

Requester Experience

1. The requester can send an email for support to either your existing email address or ClearFeed support email (i.e. of the format support@<subdomain>.clearfeed-mail.com)

2. If acknowledgement is enabled, the requester will get the acknowledgement as a reply

3. Agent's replies are shared on the same email thread with the requester

Agent Experience

1. Tickets from email are synced to a dedicated channel on Slack

2. From, to, and CC details are added to the ticket for visibility.

3. Agents can reply in the ticket thread - their replies will get sent back to the requester

4. These tickets can also flow directly into a triage channel (if configured), and any replies from the triage channel are also synced with the requester via email.

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.