Using ClearFeed Ticketing

Manage customer support directly in Slack using ClearFeed's built-in ticketing system

This guide helps you set up ClearFeed's native ticketing system to manage customer conversations in Slack, email, and other channels.

Sign Up & Connect

1. Go to ClearFeed Web App

2. Sign up with Google, Microsoft, or Email (use your Slack workspace email)

3. During onboarding, select:

   • Primary use case: Supporting Customers

   • How to use ClearFeed: Create and Manage Tickets

4. Authorize ClearFeed when prompted to connect to your Slack workspace

Understanding Your Setup

During signup, ClearFeed sets up the core channels and entry points your team will use to receive and manage customer requests.

Request Channel

The Request Channel is where customers ask questions or raise issues.

When a message is posted in this channel:

• ClearFeed automatically creates a request

• Ticket details (such as ID and status) appear in the thread for customer visibility

• Agents can respond directly in the same thread

Triage Channel

The Triage Channel is your team’s command center for managing incoming work.

Here, your team can:

• View all incoming requests and tickets with their ID, status, assignee, and priority

• See AI-powered answer suggestions from your knowledge base

• Collaborate internally before responding to customers

Support Email

A ClearFeed support email is pre-configured during onboarding.

• Format: support@<subdomain>.clearfeed-mail.com

• Emails sent to this address automatically create tickets in ClearFeed

• You can later replace this with your own custom support email domain

Web Chat

Web Chat is enabled for your account by default.

To start using it:

• Go to Chat Setup

• Follow the instructions to embed WebChat widget on your website

• Customer messages from Web Chat will appear as requests in ClearFeed

Create and Manage Requests

From Slack

Create a request:

1. Post a message in your request channel (e.g., "What is ClearFeed?")

2. ClearFeed automatically creates a request (no ticket ID shown to customer)

Manage requests:

• Replies in the triage channel thread sync back to the request channel

• Update status, priority, or assignment, which reflects in the ticket on ClearFeed WebApp

• Add internal notes by prefixing your message with 🔒 emoji - these are visible only to your team and not synced to customers

Convert requests to tickets: Not all requests need to become tickets. You can configure ticketing so that adding the 🎫 emoji to a request will:

• Generate a customer-facing ticket ID

• Display the ticket status in the customer thread

• Enable full ticketing features such as SLA tracking and priority

From Email

Customers can email your ClearFeed support address:

• Emails automatically create tickets with public IDs

• Email threads sync with Slack conversations

• Responses from Slack appear as email replies to customers

AI Agent Setup

ClearFeed comes with an AI Agent pre-configured with ClearFeed documentation:

How It Works

• The AI Agent monitors your triage channel

• When a request is created, it automatically posts answer suggestions as private comments

• Your team can review and send the answer to customers with one click

Try It Out

Type this in your triage channel: "What is a collection in ClearFeed?"

Watch the AI Agent provide a helpful answer from the documentation!

Customize AI Agent for Your Use Case

Make the AI Agent more helpful by adding your own documentation. You can either create a new AI Agent or edit the existing one.

Step 1: Connect Your Knowledge Sources First, add your documentation as knowledge sources. ClearFeed supports various Knowledge Sources. Learn more here

Step 2: Configure Your AI Agent

1. Go to Settings > AI Agent

2. Either create a new AI Agent or edit the existing one

3. Select the knowledge sources you connected in Step 1

4. The AI will now suggest answers from your content

Next Steps

Your ClearFeed setup is ready to use! Start by:

1. Inviting your team to the triage channel

2. Testing a few customer requests and tickets

3. Exploring the AI Answers

4. Customizing settings to match your workflow

Need help? Contact our team for personalized onboarding.

Additional Setup

Once you're comfortable with the basics, explore these features:

Customize Your Workflow

• Build Automations - Auto-respond, escalate, and organize tickets based on rules

• Configure Forms & Custom Fields - Collect structured information from customers

• Create Quick Replies - Save time with templated responses

• Adjust Triage Settings - Customize what information appears in your triage channel

• Set up SLA rules - Configure response time targets and business hours

• Setup Out of Office Responses - Automatic responses when your team is unavailable

Setup More Customer Channels

Give customers multiple ways to reach your support team:

• Custom Email Domain - Use [email protected] instead of the default ClearFeed email

• Customer Portal - Give customers a self-service portal to view and manage their tickets

• Web Chat Widget - Add live chat to your website that flows into Slack

• MS Teams Integration - Support customers on Microsoft Teams

• ClearFeed API - Build custom integrations with your own tools

Expand Your Slack Channels

• Add more Slack channels to handle different customer segments or product lines

• Create collections to group related channels together

  • Each collection can have different workflows and settings