> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/webapp.md).

# 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.

***

## External Helpdesk

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

<figure><img src="/files/Mv1XMr9GMzo7N0eKeDLw" alt="" width="563"><figcaption><p>Ticket creation options in External Helpdesk</p></figcaption></figure>

### 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](/clearfeed-help-center/how-it-works/creating-requests/from-webapp.md) 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

<figure><img src="/files/xBMDwhM2yVhFYEPeVr67" alt="" width="446"><figcaption><p>Email ticket creation form</p></figcaption></figure>

2. **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.

{% hint style="info" %}
**Availability:** This option only appears if **Customer Inbox is enabled** and an **API collection exists** in your account.
{% endhint %}

**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.

***

## Internal Helpdesk

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

<figure><img src="/files/75NXTpNXedNbO3zOLM09" alt="" width="563"><figcaption><p>Ticket creation options in Internal Helpdesk</p></figcaption></figure>

### 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.

{% hint style="info" %}
If neither option is configured in your account, the **Create Ticket** option will not appear in the dropdown.
{% endhint %}

***

## 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.