Using ClearFeed Ticketing

This guide helps you set up ClearFeed's native ticketing system to manage customer conversations in Slack, Email, Web Chat, Teams, Discord 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 & Manage Tickets in ClearFeed

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

Understanding Your Setup

After signing up, ClearFeed automatically sets up your account with:

• All Customers Collection - A default collection where your first customer and their channel is added.

• Test Customer - A sample customer added to help you get started, visible in the All Customers collection.

• #cf-request-channel - An example customer channel where users can post questions and issues that belongs to Test Customer.

• #cf-triage-channel - A triage channel where requests from customer channels can be seen internally. Here you can see the status, assignee, post private comments etc.

New Account Collection and Customer Setup

Note: ClearFeed automatically posts a test request in #cf-request-channel and a test email ticket which are both visible in #cf-triage-channel during setup. These are great for trying out the workflow before adding real customer channels.

Request Channel (#cf-request-channel)

Your request channel is where customers post questions and issues. When a message is posted:

• ClearFeed starts tracking this as a request

• The request syncs bi-directionally between the Customer channel and the Triage channel

• Depending on the configuration - it may convert the request to a ticket

• If a ticket is created, customers see a message posted on the thread showing ticket details

• Customers can also get automated answers from AI Agents or OOO messages - depending on configuration

Triage Channel (#cf-triage-channel)

Your triage channel is your team's command center within Slack. Here you'll see:

• All incoming requests/tickets with status, assignment, and request IDs

• All messages posted in the request channel or email threads or chat sessions

• You can reply to requests from this channel and/or post private comments (using :lock: emoji) that are not visible to customers

• Private answer suggestions by AI Agents (if they are configured)

Support Email

ClearFeed creates an email id during onboarding where you can email to create Tickets

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

• Emails sent to this address automatically create tickets in ClearFeed

• You can replace this with your own custom support email address (see Email documentation)

• Email Tickets will be visible in the Triage channel and ClearFeed WebApp

Web Chat

Web Chat is enabled for your account by default. To start using it:

• Go to Chat Setup

• Follow the instructions to embed the WebChat widget on your website

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

• These tickets will also be visible in the Triage channel

Create Requests and Tickets

💡 Tip: New to ClearFeed? Learn about the difference between Requests, Tickets, and Tasks.

Create Request from Slack Channels

Create a Request in #cf-request-channel by simply posting a message in the channel (e.g., "How do I reset my password?"). You may see an automated response from the ClearFeed Bot using the default AI Agent that generates answers by doing a web search.

Create Ticket from Email

Customers can email your ClearFeed support address:

• Emails automatically create tickets with public IDs

• Email tickets create Slack threads in the Triage Channel and are visible in ClearFeed Webapp.

• Replies to the thread in the Triage Channel appear as email replies to customers

Reply to Requests and Tickets

From the Slack Triage Channel

• Replying to the thread in #cf-triage-channel → syncs to the customer channel (or email thread)

• Update status, priority, or assignment → reflects in ClearFeed WebApp

• Add internal notes (prefix with 🔒 emoji) → visible only to your team and not synced to customers

From the ClearFeed WebApp

• You can see all requests and tickets from the ClearFeed WebApp

• Click on a specific request and post replies from there - these are also synced back to the customer Slack or Email thread and the corresponding thread in the Triage channel

Enabling Ticketing in Slack

By default you will not see any ticket messages being posted in the Customer channels and the threads therein. While threads are tracked internally in ClearFeed - customers don't see any tickets being filed. This can be changed by enabling Ticketing in the Collection:

1. From the ClearFeed WebApp - go to the Inbox and click on the All Customers collection

2. Click Settings in the top right corner and expand the Ticketing section

3. Enable Ticketing and set the ticketing mode to Manual or Automatic

4. If automatic ticketing is enabled - ClearFeed creates a ticket immediately in every message

5. If manual ticketing is enabled - add 🎫 emoji to manually trigger ticket creation

6. A ticket message with the ID of the ticket will be posted as a reply on the Slack thread when a ticket is created

Adding Customer Channels

After some testing - you would want to add some real customer channels! Here's how to do it:

1. Hover over the All Customers collection in the left sidebar

2. Click the triple dot menu (⋯) and select New Channel

3. Follow the prompts to connect additional Slack channels

Add new channels from the collection menu

FAQs

1. How do I stop creating requests from my and my team's messages? Answer: When a new ClearFeed account is set up, it creates requests from all users. You can turn off request and ticket creation from your own team in the "Responders" section of the Collection Settings:

   • Click on the All Customers collection from the Inbox

   • Click Settings in the top right corner

   • Expand the Responders section

   • Turn off "Create requests from responder threads"

   

   Turn off request creation from responders

AI Agents

ClearFeed comes with an AI Agent pre-configured to answer questions from the World Wide Web by default. The AI Agent is triggered whenever a new customer request is detected in Slack, and when it finds relevant answers, it posts suggestions privately to your team. Your team can review the automated answer and copy and post it as a reply if its correct.

Customize or Disable

To add your own knowledge sources:

1. Go to Settings > AI > Knowledge Sources

2. Connect your documentation (Confluence, Notion, Zendesk Help Center, etc.)

3. Go to Settings > AI > Agent Studio and select your knowledge sources

To disable the AI Agent:

1. Go to Collection > Settings > AI Agent

2. Turn off the AI Agent

Next Steps

Your ClearFeed setup is ready to use! Start by:

1. Inviting your team to the #cf-triage-channel and the ClearFeed WebApp

2. Testing a few customer requests in #cf-request-channel

3. Whitelabeling the ClearFeed bot to match your brand

4. Set up Out of Office responses - Automatic responses when your team is unavailable

5. Add more customer communication channels:

   • Custom Email Domain - Use [e-mail]

   • Customer Portal - Self-service portal for customers

   • Web Chat Widget - Live chat on your website

   • MS Teams Integration - Support customers on Microsoft Teams

Need help? Contact our team for personalized onboarding.