# ClearFeed WebApp

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This feature is only available if your account is on the **External Helpdesk** product edition.
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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

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-5091b63610daf4fedc81cc9fb06657fd1a856358%2Fimage%20(3).png?alt=media" alt="" width="446"><figcaption><p>Email ticket creation form</p></figcaption></figure>

**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

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**Note:**

By default, outgoing emails are sent from your configured custom email address and will not be threaded in the recipient’s inbox. Each outgoing email always includes the last 5 messages from the conversation as context.
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## FAQs

1. **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.