# 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. {% hint style="info" %} **ClearFeed Tickets Only:** This method is only available for **ClearFeed's native ticketing system**. For external ticketing systems (Zendesk, Jira, etc.), refer to your [integration-specific documentation](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems). {% endhint %} ## How Email Ticketing Works When a customer sends an email to your support address, ClearFeed automatically: 1. **Creates a ticket** from the email 2. **Posts the email content** to your configured Triage Slack channel as a new request 3. **Syncs replies** - Team replies in the Slack thread are sent back to the customer via email 4. **Maintains the conversation** - The entire email thread is synchronized bidirectionally {% hint style="info" %} **Note:**\ For email tickets, ClearFeed includes the last 5 messages from the email thread in all outgoing emails. This ensures recipients have sufficient context if they were recently added as a CC or cannot easily locate the earlier messages in their inbox. {% endhint %}

Email to ticket workflow

**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: 1. Navigate to your **Collection Settings** 2. Configure your support email address: * Use the **ClearFeed-provided email address**, or * Configure your **custom domain email** (e.g., ) 3. Select which **Triage Channel** should receive email tickets {% hint style="info" %} **For detailed setup instructions**, including how to configure custom domain emails and advanced settings, see the [Email Setup Guide](https://docs.clearfeed.ai/clearfeed-help-center/sources/email). {% endhint %} ### Creating Tickets via Email #### For Customers Customers simply send an email to your support address: 1. Customer composes an email to your support address (e.g., ) 2. Writes their issue/question in the email body 3. Sends the email 4. Receives an automatic confirmation with the ticket ID 5. 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: 1. A new request/ticket appears in your **Triage Slack channel** 2. The email content and any attachments are posted as a Slack message 3. Team members can view and respond directly in the Slack thread 4. 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 customer@example.com ``` Replace `customer@example.com` 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 john.doe@customer.com Hi, The customer reported an issue with their laptop not connecting to WiFi. Priority: High Thanks, Support Team ``` ### Alternative Method: Email Forwarding to Slack You can also create tickets by [forwarding emails directly to a Slack channel](https://slack.com/intl/en-in/help/articles/206819278-Send-emails-to-Slack). **How it works:** 1. Forward an email to your Slack channel's email address 2. The email content and attachments appear as a Slack message 3. If the channel is monitored by ClearFeed, a request is created 4. The email becomes a request for internal tracking {% hint style="warning" %} **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. {% endhint %} **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 #### Reply Instructions in Outgoing Emails ClearFeed adds a short instruction like **"Reply above this line"** to outgoing email messages. * This line is an intentional safeguard to ensure that customer replies are captured correctly. * ClearFeed currently **cannot process inline replies** (where users type responses within or below the quoted email history). * The instruction helps guide users to reply in a way that ClearFeed can reliably parse and sync back to Slack. Because of this, the text "Reply above this line" **cannot be removed**. #### 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 #### Adding CC Recipients to Email Tickets You can add CC recipients to ongoing email ticket conversations from the **Slack triage channel**: * Open the ticket thread in the configured triage channel * Click the **Edit Ticket** button on the ticket message * Use the CC field in the form to add or update CC recipients for that email ticket At present, adding or editing CC recipients for email tickets **is not supported from the ClearFeed WebApp**. ### FAQs 1. **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. 2. **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 3. **Can I use my existing support email address?**\ **Answer:** Yes, you can configure ClearFeed to use your custom domain email address (e.g., ) instead of the ClearFeed-provided address. 4. **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. 5. **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](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/webapp) for details.