# Using ClearFeed Ticketing

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](https://web.clearfeed.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**](https://web.clearfeed.app/settings/chat-widget)
* 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 :lock: 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](https://github.com/clearfeed/new-docs/blob/main/answers/knowledge-sources/README.md)

**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](https://clearfeed.ai/contact) 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 <support@yourdomain.com> 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