ClearFeed Helpdesk

Work with your employees on internal Slack Channels using ClearFeed's Ticketing System

Before starting, ensure the following:

• You have integrated your Slack Workspace with ClearFeed

• Product edition is set to "Internal" on Product Editions

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

Create Collection

1. Navigate to Collections 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

   • By default, all users that are agents will be considered as Responders

   • Go to the Users 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

4. 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

5. Add a Triage channel 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

6. 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

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

Create Tickets

• Anyone can apply 🎟️ on a Slack thread on request channels and convert them to tickets

  • 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

ClearFeed Ticket

Managing Tickets from Triage Channel

• 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

• Replies starting with🔒 emoji are not propagated and are internal comments for the support team
• Recommended to mute all request channels that you are a part of to avoid dual notifications

Managing requests from a triage channel

Managing Tickets from the Request Channel

• You can review all threads with 🎟️ emoji and pick them for resolution
• You can configure the following shortcuts for a Collection to facilitate request management:

  • 👀 to assign a request to yourself
  • ✅ to solve the request

• You can also edit ticket properties from the request channel by enabling the Edit ticket Form (In the Objects Section of ClearFeed). Use the configuration below to allow responders to edit properties like assignee and priority:

Form structure to facilitate editing of tickets from Slack

• Use Triage channels as a queue on Slack to get a color-coded view of the status of all tickets. Recommended to mute the triage channel to avoid dual notifications.

ClearFeed web app

Note:

• Make sure to apply the filter Filed To ClearFeed to view only Tickets on the requests dashboard.

ClearFeed Slack App

Note:

• Make sure you apply the filter Filed To ClearFeed to view only Tickets on the ClearFeed Slack app home page.