Learn how to create ClearFeed tickets via email
From Email
ClearFeed allows customers to create tickets by sending emails to your support email address. This guide explains how email-based ticket creation works in ClearFeed.
How Email Ticketing Works
When a customer sends an email to your support address, ClearFeed automatically:
Creates a ticket from the email
Posts the email content to your configured Triage Slack channel as a new request
Syncs replies - Team replies in the Slack thread are sent back to the customer via email
Maintains the conversation - The entire email thread is synchronized bidirectionally
Benefits:
Customers can use familiar email to create tickets
Your team manages everything in Slack
No context switching between email and Slack
Full conversation history maintained
Setup Email Ticketing
To enable email ticketing for your ClearFeed instance:
Navigate to your Collection Settings
Configure your support email address:
Use the ClearFeed-provided email address, or
Configure your custom domain email (e.g., [email protected])
Select which Triage Channel should receive email tickets
Creating Tickets via Email
For Customers
Customers simply send an email to your support address:
Customer composes an email to your support address (e.g., [email protected])
Writes their issue/question in the email body
Sends the email
Receives an automatic confirmation with the ticket ID
Can reply to the email thread to add updates
What the customer sees:
Email confirmation with ticket ID (e.g., CF-12345)
Email updates when your team responds
Full conversation history in their email client
For Responders
When an email arrives:
A new request/ticket appears in your Triage Slack channel
The email content and any attachments are posted as a Slack message
Team members can view and respond directly in the Slack thread
Replies are automatically sent back to the customer via email
Replying to customers:
Simply reply in the Slack thread
Your message is sent as an email reply to the customer
Attachments added in Slack are included in the email
Thread history is maintained
Filing Tickets on Behalf of Customers
Sometimes responders need to create tickets on behalf of customers (e.g., from a phone call or direct email to a team member).
Using the #requester Tag
When forwarding an email or filing on behalf of someone, add this line at the top of the email body:
#requester [email protected]Replace [email protected] with the actual customer's email address.
What happens:
The specified email becomes the requester
The agent sending the email is automatically added to CC
The customer receives a notification email that a ticket was filed on their behalf
This notification starts the email thread for that ticket
Example:
#requester [email protected]
Hi,
The customer reported an issue with their laptop not connecting to WiFi.
Priority: High
Thanks,
Support TeamAlternative Method: Email Forwarding to Slack
You can also create tickets by forwarding emails directly to a Slack channel.
How it works:
Forward an email to your Slack channel's email address
The email content and attachments appear as a Slack message
If the channel is monitored by ClearFeed, a request is created
The email becomes a request for internal tracking
Important: Replies made in the Slack thread for requests created via email forwarding will not be synced back to the original email sender. This method is for bringing email content into Slack for internal discussion only, not for managing email conversations with customers.
Use this method for:
Internal tracking of forwarded emails
Sharing email threads with your team in Slack
Converting emails to internal requests without customer visibility
Do NOT use this method for:
Active customer conversations requiring email replies
Tickets that need bidirectional email sync
Email Ticket Features
Attachments
Customers can include attachments in their emails
Attachments are automatically posted to the Slack thread
Responders can add attachments in Slack replies
Attachments in Slack replies are included in email responses to customers
Threading
Email threads are maintained as Slack threads
Multiple back-and-forth exchanges stay organized
Full conversation history visible in both email and Slack
Notifications
Customers receive email notifications when tickets are updated
Responders receive Slack notifications for new emails and replies
All participants stay informed automatically
FAQs
Can I customize the look or layout of response emails sent from ClearFeed? Answer: No, currently ClearFeed does not support customization of the email template layout. However, you can set up email signatures in ClearFeed settings to include branding or specific information.
Is there a way to set up custom email templates for responses? Answer: While ClearFeed does not have built-in email templates, you can:
Set up email signatures for outgoing emails in ClearFeed settings
Use Quick Replies in Slack for common responses that will be sent via email
Can I use my existing support email address? Answer: Yes, you can configure ClearFeed to use your custom domain email address (e.g., [email protected]) instead of the ClearFeed-provided address.
What happens if a customer replies to an email ticket? Answer: Customer replies to email tickets are automatically posted to the corresponding Slack thread, allowing your team to continue the conversation seamlessly.
Can I create email tickets manually from the web app? Answer: Yes, you can create email tickets from the ClearFeed web dashboard. See Creating Tickets from Web Dashboard for details.
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