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On this page
  • Create Collection
  • Create requests
  • Manage requests
  • ClearFeed Web Dashboard
  • ClearFeed Slack App
  • Further Readings

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  1. Getting Started
  2. For Customer Support

ClearFeed Helpdesk

Work with your customers on Slack Connect Channels or Slack Community using ClearFeed's Helpdesk

PreviousFor Customer SupportNextSlack <> Ticketing Integration

Last updated 12 days ago

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Before starting, ensure the following:

  • You have

  • Product edition is set to "External" in

Once done, you can create your first collection - a group of Slack channels that have similar helpdesk settings.

Create Collection

  1. To set up the collection Navigate to from the side navigation bar.

  2. Click on the Add new Collection button on the bottom-left of the page

  3. Choose support team members as Responders

    • You can configure Slack users from specific domains to be responder, or you can also add Slack users as additional responders if they are not from a common domain

    • Check auto-assignment to first-responders ON

  4. Add Request channels on which you plan to provide support to customers

    • All public Slack channels can be added from the web app

    • Private Slack channels can be added by typing /invite @Clearfeed on the Slack channels. They can only be added after a Collection is created

  5. Add a for the support team to work from on Slack

    • You can select Create new channel or Select existing option

  6. In the Ticketing section, you can keep the option un-checked. Generally, we have observed that for external support on Slack, you'd like to keep it conversational.

  7. You can edit an existing to send a notification to the corresponding triage channel if there is no response to a request for 60 mins

  8. Set up a custom for this particular collection

Create requests

  • Any message from your customers on request channels creates a request on ClearFeed

  • Customers won't notice the presence of any Request IDs and their statuses

  • Here is how the request appears on the request channel (left) and the triage channel (right)

Manage requests

  • All requests from request channels start a new thread in the triage channel

  • You can modify the status, assignment, and other properties of requests from the triage channel

  • Replies to a thread in the triage channel are posted on the same thread on the request channel

ClearFeed Web Dashboard

ClearFeed Slack App

Further Readings

  • You can also convert requests into Tickets and give public IDs and status to customers. For this:

Replies starting with emoji are not propagated and are internal comments for the support team

Best to that you are a part of to avoid dual notifications

You can create for requests for the support team to categorize requests

Ticketing Settings on the : Turned ON

🔒
integrated your Slack Workspace with ClearFeed
Plans & Billing
Collections
Triage channel
workflow
Welcome message
mute all request channels
custom fields
Collection Settings
Request Channel
Triage Channel
Managing requests from a triage channel
Managing requests from Slack app