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
Go to ClearFeed Web App
Sign up with Google, Microsoft, or Email (use your Slack workspace email)
During onboarding, select:
Primary use case: Supporting Customers
How to use ClearFeed: Create and Manage Tickets
Authorize ClearFeed when prompted to connect to your Slack workspace
Understanding Your Setup
ClearFeed asks you to create two key channels during signup and setup email address automatically:
Request Channel
Your request channel is where customers post questions and issues. When a message is posted:
ClearFeed automatically creates a request
Add 🎫 emoji to convert it to a customer-facing ticket with public ID and status
Ticket details appear in the thread for customer visibility
Triage Channel
Your triage channel is your team's command center. Here you'll see:
All incoming requests and tickets with ID, status, assignment, and priority
AI-powered answer suggestions from your knowledge base
Internal collaboration tools for your team
Support Email
A ClearFeed support email is pre-configured during onboarding:
Format: support@<subdomain>.clearfeed-mail.com
Emails sent here automatically create tickets
You can customize this to use your own domain later
Create and Manage Requests
From Slack
Create a request:
Post a message in your request channel (e.g., "What is ClearFeed?")
ClearFeed automatically creates a request (no ticket ID shown to customer)
Add 🎫 emoji to convert it to a ticket with public ID and status visible to the 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 be tickets. Use the 🎫 emoji on any request to:
Generate a customer-facing ticket ID
Display ticket status in the customer thread
Enable full ticketing features (SLA tracking, priority, etc.)
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
Go to Settings > AI Agent
Either create a new AI Agent or edit the existing one
Select the knowledge sources you connected in Step 1
The AI will now suggest answers from your content
Next Steps
Your ClearFeed setup is ready to use! Start by:
Inviting your team to the triage channel
Testing a few customer requests and tickets
Exploring the AI Answers
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
Last updated