Email

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

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

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. Requesters can send support emails to either:

   • Your existing support email address (Learn how to set it up here)

   • Your ClearFeed Support Email (learn how to find your ClearFeed Support Email here)

2. If acknowledgements are enabled, the requester will receive an acknowledgement reply.

3. All agent responses will be shared in 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.

Emails sent to Slack

ClearFeed can process email messages forwarded to Slack, enabling you to manage email-based requests directly within Slack. When an email is forwarded to Slack and ClearFeed is added in the channel, it appears as a new request in your Email Collection. The sender's information is shown at the top, and the email content is formatted like a regular Slack message. Any attachments included in the original email will be available for viewing or download.

Replies to these requests stay within ClearFeed and are not sent back to the original email sender.