ClearFeed Helpdesk
Work with your employees on internal Slack Channels using ClearFeed's Ticketing System
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Work with your employees on internal Slack Channels using ClearFeed's Ticketing System
Last updated
Was this helpful?
Once done, you can create your first collection - a group of Slack channels that have similar helpdesk settings.
Navigate to from the side navigation bar.
Click on the Add new Collection button on the bottom-left of the page.
Choose support team members as Responders
By default, all users that are agents will be considered as Responders
Go to the section to add your support team members as users and make them Agents
Only Agents can reply to the tickets from the triage channel and Clearfeed web application and can be assigned tickets
Non-Agents can still view tickets and make private comments on tickets
Add Request channels on which you plan to provide support to your users
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
Add a for the support team to work from on Slack
You can select Create new channel or Select existing option
Your support team can also work directly from Request channels, in which case you can opt-in Proceed without triage
Under Ticketing, ClearFeed will be selected as ticketing integration Choose the trigger mode for ticket creation.
Trigger mode for the ticket can be an emoji (eg. ) applied to the thread or tickets can be auto-created on every new message on the request channel
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
In case of automatic trigger, any new message from non-responders on the channel would create a ticket automatically
Requesters get a Ticket ID and visibility of the ticket's status on the thread
All tickets from request channels start a new thread in the triage channel
You can modify the status, assignment, and other properties of tickets from the triage channel
Replies to a thread in the triage channel are posted on the same thread on the request channel
Only Agents can make public replies to tickets from the triage channel
✅ to solve the request
Make sure to apply the filter Filed To ClearFeed to view only Tickets on the requests dashboard.
Make sure you apply the filter Filed To ClearFeed to view only Tickets on the ClearFeed Slack app home page.
Anyone can apply on a Slack thread on request channels and convert them to tickets
Replies starting with emoji are not propagated and are internal comments for the support team
Recommended to that you are a part of to avoid dual notifications
You can review all threads with emoji and pick them for resolution
You can configure the following shortcuts for a to facilitate request management:
to assign a request to yourself
You can also edit ticket properties from the request channel by enabling the (In the Forms Section of ClearFeed). Use the configuration below to allow responders to edit properties like assignee and priority:
Use as a queue on Slack to get a color-coded view of the status of all tickets. Recommended to to avoid dual notifications.
