Web Dashboard

Create Requests

This feature is only available if your account is on the External Helpdesk product edition

Responders can create requests from the ClearFeed web app. These requests are then posted on the customer Slack channel (if applicable) and also flow into the triage channel (if configured) and are accessible via the web app. You can follow the below steps to create a request:

1. Head over to the ClearFeed Web App

2. Click on the New Request button

3. Choose whether the you want to create a request

   1. Create Request in Slack Channel

      1. Select the Request channel where this request will be sent

      2. Enter the Description

      3. Select the Status and Priority

      4. Choose if you want to Assign the request to someone

   2. Create Ticket via Email

      1. Enter the Customer Email on whose behalf the ticket is being created

      2. Provide a Subject which will be used to send an email to the Customer

      3. Reply-To Email Address which will be used when the Customer replies to the Ticket

      4. Enter the Description

      5. Select the Status and Priority

      6. Choose if you want to Assign the request to someone

Create Requests with External Ticketing enabled

If external ticketing is enabled for a Collection when creating a new request, an alert will appear at the bottom of the request creation screen, guiding you on specific next steps.

Manual Ticketing

Add the 🎫 (Ticket emoji) on the Request channel message to convert the request into a ticket.

Automatic Ticketing

The ticket will be automatically triggered when the request is posted on the channel.

In either case, if forms are also configured - you would need to go to the request channel to fill up the Form fields to complete the ticket creation.