Intro to ClearFeed
Helpdesk on Slack
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Helpdesk on Slack
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ClearFeed is a conversational support platform, purpose-built for teams that support their customers and employees on Slack. ClearFeed can be used to support both internal teams within an organization on Slack, as well as external customers via Slack Connect channels.
ClearFeed is available as a Slack App and also provides a powerful Web interface and integrates with other Enterprise Tools. It enables your customers or employees to reach out via various channels apart from Slack like Email, Microsoft Teams, Web Chat, and Portal—while your team can manage and respond to all conversations directly from Slack.
ClearFeed can be used both as a standalone Helpdesk, as well as an integration between Slack and existing Ticketing systems.
You can start by installing ClearFeed to your Slack workspace (Read more on Security)
You can add ClearFeed to Slack channels on which customers/employees are making requests
ClearFeed application converts messages from request channels into a shared queue of requests
Employees can also raise requests privately from the ClearFeed App Home
You can also use our Email integration to allow customers/employees to email and create tickets
You can work a shared queue of requests from a Triage Channel on Slack or from the ClearFeed Web Application. You can respond to the requests, manage the status, priority, and ownership of each request, and collaborate internally with private comments.
You can configure SLA Alerts using workflows for escalating requests pending response to different Slack channels and external tools like PagerDuty and OpsGenie (using webhooks)
You can configure Virtual Agent to answer questions on Slack. You can index your knowledge sources and use our GPT-4 powered RAG engine to deliver high-quality answers
You can monitor team workload and granular support metrics using ClearFeed Insights
ClearFeed also offers a powerful Web application that can be used to:
Group Slack channels into Collections to have similar policies and integrations
Map Collections to Triage channels
Setup SLA alerts and automated out-of-office responses
Respond to requests and make private comments from the web application
Integrate ClearFeed with your existing helpdesks or other enterprise tools
Do advanced filtering and sorting of requests based on time, assignee, customer and priority
Manage your knowledge sources for powering GPT-4 powered Virtual Agent/Agent Assistant
Get detailed reports to help you understand request load and service level management
Make Announcements, across multiple Slack channels- driving high engagement with customers.
ClearFeed External Helpdesk - Support external customers via Slack-connect channels or Slack communities using ClearFeed as a Helpdesk.
Integration between Slack Connect channels and External Ticketing Systems like Zendesk, Freshdesk, Intercom, and SalesForce Service Cloud.
ClearFeed Internal Ticketing System - Support employees on internal Slack channels using ClearFeed Ticketing System. Used by IT, HR, Engineering Escalations, Sales Ops teams.
Integration between Internal Slack Channels and Internal Ticketing System like Zendesk, JIRA and Linear.
Customer Support on Slack Connect Channels and Slack Community
Internal Product Support on Slack
Engineering Escalation Desks on Slack
IT Helpdesks on Slack
HR Helpdesk on Slack
Sales Ops and Enablement Helpdesks on Slack
Don't see your use case? Feel free to get in touch with us at [email protected] or book a demo with us.
Using ClearFeed's APIs and Event stream you can retrieve request data by different dimensions and then build your own reporting and real-time applications on top of our system. (Developer Settings here)
Read about a few case studies here to understand how other customers are using ClearFeed
Read about Security here. We are SOC 2 Type 2 compliant. In case you have any questions related to security, please email [email protected]