Using ClearFeed Ticketing

Manage internal support requests in Slack using ClearFeed's built-in ticketing system

This guide helps you set up ClearFeed's native ticketing system to manage internal employee requests in Slack for IT helpdesk, HR, sales ops, legal, and other internal teams.

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 Internal Teams

   • How to use ClearFeed: Create and Manage Tickets

   • Product edition: Internal (you can change this later in Plans & Billing)

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

Understanding Your Setup

ClearFeed automatically creates essential components during signup:

Request Channel

Your request channel is where employees post questions and requests. When a message is posted:

• ClearFeed automatically creates a request

• Add 🎫 emoji to convert it to a ticket with public ID and status

• Ticket details appear in the thread for employee visibility

Triage Channel

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

• All incoming requests and tickets with ID, status, assignment, and priority

• Real-time updates and notifications

• Internal collaboration tools for your team

Collection

A collection is a group of Slack channels with similar helpdesk settings. ClearFeed creates a default collection during signup with your request and triage channels.

Note: Most teams can start working immediately with these default channels and collection. Only add more channels or create additional collections if you need to separate different support teams (e.g., IT, HR, Legal) or workflows.

Create and Manage Requests

From Slack

Create a request:

1. Post a message in your request channel (e.g., "How do I reset my VPN password?")

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

3. Add 🎫 emoji to convert it to a ticket with public ID and status visible to the requester

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 employees

Convert requests to tickets: Not all requests need to be tickets. Use the 🎫 emoji on any request to:

• Generate a ticket ID visible to the requester

• Display ticket status in the thread

• Enable full ticketing features (SLA tracking, priority, etc.)

Manage from request channel: You can also work directly in the request channel:

• Use 👀 emoji to assign a request to yourself

• Use ✅ emoji to mark a request as solved

• Enable Edit Ticket Form to update ticket properties (assignee, priority) directly from Slack

FAQ: How do I stop creating requests from my own messages? Configure ClearFeed to ignore messages from specific users or turn off auto-responders for support team members. Go to Settings > Request Settings to configure responder exclusions. Alternatively, set up your responders properly so team members are identified as agents.

Team Setup

Configure your support team:

1. Go to Users in ClearFeed WebApp

2. Add support team members and set them as Agents

   • Agents can reply to tickets, be assigned tickets, and manage them from triage channel and web app

   • Non-Agents can view tickets and add private comments but cannot make public replies or be assigned tickets

3. Agents are automatically added as Responders in your collection

Tip: Mute request channels that you're part of to avoid duplicate notifications - work from the triage channel instead.

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 employees 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 internal documentation

Next Steps

Your ClearFeed setup is ready to use! Start by:

1. Inviting your support team to the triage channel

2. Adding them as Agents in Users settings

3. Testing a few internal requests and tickets

4. Exploring the AI Agent suggestions with your internal docs

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 using workflows

• Configure Forms & Custom Fields - Collect structured information from employees with forms

• 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

Expand Your Slack Channels

• Add more Slack channels to handle different departments or request types

  • Public channels can be added from the web app

  • Private channels can be added by typing /invite @Clearfeed in the channel

• Create collections to group related channels with different workflows

  • Navigate to Collections and click Add new Collection

  • Each collection can have different workflows, responders, and settings

Working Across Multiple Interfaces

• ClearFeed WebApp - Advanced controls, monitoring, bulk actions, and reporting

  • Apply the Filed To ClearFeed filter to view only tickets on the requests dashboard

• ClearFeed App for Slack - Manage tickets from Slack's app home

  • Apply the Filed To ClearFeed filter to view only tickets in the app

Tip: Use triage channels as a color-coded queue to see the status of all tickets at a glance. Remember to mute the triage channel to avoid duplicate notifications.