Web Dashboard
ClearFeed allows responders to create tickets directly from the web app as part of the External Helpdesk edition. This ensures that all customer issues—whether they start in Slack or elsewhere—are consistently captured, visible to the right teams, and easy to act on.
Create Ticket via Email
Choose this method when you need to create a ticket on behalf of a customer who isn't active in Slack.
The customer's preferred communication channel is email, not Slack
The customer doesn't have Slack access
You want to log an issue from a phone call or email conversation
The customer expects email updates rather than Slack notifications
Steps to Create
1. Access Ticket Creation
Log in to the ClearFeed Web App
Click the New button at the bottom on Inbox
Select Request from the dropdown
2. Choose Creation Method
Select Create Ticket via Email
3. Fill Out Ticket Details
Customer Email - Enter the email address of the customer on whose behalf the ticket is being created
Subject - Provide a subject line (this will be used as the email subject sent to the customer)
Reply-To Email Address - Enter the email address where customer replies should be routed. The ticket will be associated with the Collection based on this email
Description - Enter the issue or ticket details
Status - Choose the initial status
Priority - Set the priority level
Assign (Optional) - Assign the ticket to a specific responder
4. Submit
Click Create Ticket to send the email and create the ticket
What Happens Next
Once you create the ticket:
An email is sent to the customer with the ticket details
The customer receives the ticket subject and description via email
The customer can reply to the email to add updates or comments
Replies are automatically routed to the Collection based on the Reply-To email address
The ticket appears in ClearFeed for your team to track and manage
FAQs
Can I attach files when creating tickets via the web dashboard? Answer: Currently, file attachments are not supported during initial ticket creation via the web dashboard. You can add files as follow-up messages in Slack or include links to files in the description field.
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