Web Dashboard

In customer support, not every issue originates inside Slack. Customers might reach out over email, mention problems in a call, or share feedback outside ClearFeed’s channels. Without a way to log these issues, responders risk losing track of customer problems or duplicating work.

To solve this, ClearFeed allows responders to create requests and tickets directly from the web app as part of the External Helpdesk edition. This ensures that all customer issues whether they start in Slack or elsewhere are consistently captured, visible to the right teams, and easy to act on.

Typical scenarios

• A customer emails a support contact directly, and the responder needs to log it as a request or ticket.

• A responder identifies an issue or customer raises an issue during a call and wants to create a ticket on the customer’s behalf without waiting for the customer to file it.

Creating Requests and Tickets from the Web App

Follow the steps below to create a request/ticket in ClearFeed:

• Log in to the ClearFeed Web App.

• Click the New button and select Request from the dropdown.

  
• Choose one of the two creation methods:

  • Create Request in Slack Channel

  • Create Ticket via Email

Create Request in Slack Channel

Choose this option when you want the customer to see and track the request in Slack. It’s best used when:

• The customer is active in Slack and expects updates there.

• You want the request to follow the same Slack → triage → ticketing flow as customer-submitted requests.

Steps:

• Select the Request channel where the request should be posted.

• Enter the Description.

• Select the Status and Priority.

• (Optional) Assign the request to a responder.

  

Ticketing (if enabled)

If Ticketing is enabled for the Collection, you’ll see an alert at the bottom of the request creation screen with instructions. Once you post the request in Slack, ticket creation can work in two ways:

• Manual ticketing: Go to the request message in Slack and add the 🎫 (ticket emoji). This converts the request into a ticket.

  
• Automatic ticketing: The ticket is created right away when the request is posted in Slack, no extra steps needed.

  

Create Ticket via Email

Choose this option when you need to create a ticket on behalf of a customer who isn’t active in Slack. It’s best used when the customer preferred channel to communicate is email and not Slack.

Steps:

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

2. Provide a Subject (this will be used as the email subject line sent to the customer).

3. Enter the Reply-To Email Address (used when the customer replies to the ticket). The ticket will be routed to the Collection based on this

4. Enter the Description.

5. Select the Status and Priority.

6. (Optional) Assign the ticket to a responder.