ClearFeed WebApp

ClearFeed allows responders to create tickets directly from the web app.

How to Access Ticket Creation

1. Log in to the ClearFeed Web App

2. Click the New button at the bottom of Inbox

3. Select Request or Ticket (whichever is visible) from the dropdown

The available ticket creation options depend on your account's product edition and configuration.

Form Selection: When creating tickets that use forms, if multiple forms are available in your account, a form picker appears. If only one form exists, it is auto-selected automatically.

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External Helpdesk

For External Helpdesk accounts, three ticket creation options are available:

Ticket creation options in External Helpdesk

Create Request in Slack Channel

Creates a new request in the specified Slack channel. Use this when you want the customer to see and track the request in Slack.

• The customer is active in Slack and expects updates there

• You want the request to follow the same Slack → triage → ticketing flow as customer-submitted requests

• You need to log an issue from a phone call or in-person conversation

See Creating Requests from WebApp for detailed steps on creating requests from the web app.

Create Email Ticket

Creates a ticket via email for the customer. 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

• The customer expects email updates rather than Slack notifications

Steps to create an email ticket:

1. Fill Out Ticket Details

   • Customer Email - Enter the email address of the customer

   • Subject - Provide a subject line (used as the email subject)

   • Reply-To Email Address - Enter where customer replies should be routed (determines Collection association)

   • Description - Enter the issue details

   • Status - Choose the initial status

   • Priority - Set the priority level

   • Assign (Optional) - Assign to a specific responder

Email ticket creation form

1. Submit

   • Click Create Ticket to send the email and create the ticket

What happens next:

• 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

Create Internal Ticket

Creates an internal ticket to track issues on behalf of a customer without sending any customer communication. No outgoing email or message is sent for these tickets.

Availability: This option only appears if Customer Inbox is enabled and an API collection exists in your account.

How routing works:

• If the API collection has forwarding enabled — the ticket is routed based on the customer's domain matching

• If the API collection has forwarding disabled — the ticket is created directly in the API collection

• If no matching customer exists — a new customer is created in the default collection

Internal ticket indicators:

• Created tickets display an orange "Internal" pill tag in the story list

• Opening an internal ticket's detail drawer shows a yellow internal ticket banner: "Visible only to your team — no customer notifications will be sent"

Use internal tickets when you need to track customer-related work without involving the customer in the communication loop.

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Internal Helpdesk

For Internal Helpdesk accounts, two ticket creation options are available:

Ticket creation options in Internal Helpdesk

Create Email Ticket

Creates a ticket that sends an email to the specified recipient. This option appears only if email is set up in your account and an email collection exists.

Use this when you need to create a ticket via email for internal or external recipients.

Create Private Ticket

Creates a ticket on behalf of another Slack user, with the ticket thread appearing in that user's DM. This option appears only if a DM collection with routing exists in your account.

This is equivalent to the user having filed a private ticket themselves — the thread is private to the creator and appears in their DM.

Use this for internal requests where the ticket thread should be private to the creator.

If neither option is configured in your account, the Create Ticket option will not appear in the dropdown.

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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.