From ClearFeed WebApp
In customer support, not every issue originates in Slack. Customers might reach out over email, mention problems during calls, or share feedback through other channels. Without a way to log these issues, support teams risk losing track of customer problems or duplicating work.
ClearFeed allows responders to create requests 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.
When to Use Web Dashboard Request Creation
Use the web dashboard to create requests when:
Customer contacted you outside Slack - Via email, phone call, or other channels
Creating on behalf of customers - Customer reported an issue but hasn't filed it yet
Logging offline conversations - Issues discussed in meetings or calls need to be tracked
Proactive outreach - You want to initiate a conversation with a customer in their channel
How to Create a Request
Step 1: Access Request Creation
Log in to the ClearFeed Web App
Click the New button in the top navigation
Select Request from the dropdown
Step 2: Fill Out Request Details
Request Channel - Select the Slack channel where the request should be posted
Description - Enter the issue or request details
Status - Choose the initial status (e.g., Open, In Progress)
Priority - Set the priority level
Assign (Optional) - Assign the request to a specific responder
Step 3: Submit
Click Create Request to post it to the selected Slack channel
What Happens Next
Once you create the request:
The request is posted to the selected Slack channel
Customers can see the request and reply directly in Slack
The request appears in your Triage Channel for team visibility
Responders can track and respond to the request like any other Slack-based request
The request can be converted to a ticket later if needed (using emoji reactions or automatic settings)
FAQs
Can I create requests in Slack channels the customer isn't in? Answer: Yes, you can create requests in any monitored Slack channel. However, if the customer won't see the request in that channel, they won't be able to respond directly. Make sure you're posting in a channel where the customer is present.
Can I edit request details after creation? Answer: Yes, you can edit request details from the ClearFeed web app or update the message directly in Slack. Changes to priority, status, and assignment can be made in the web app.
Can I attach files when creating requests via the web dashboard? Answer: Currently, file attachments are not supported during initial request creation via the web dashboard. You can add files as follow-up messages in the Slack thread after the request is created.
Is this feature available on all ClearFeed plans? Answer: No, creating requests from the web dashboard is only available on the External Helpdesk product edition. Check your account plan or contact ClearFeed support for more information.
What's the difference between creating a request from the web app vs. posting directly in Slack? Answer: Both methods create requests that are tracked in ClearFeed. Creating from the web app is useful when:
You're not currently in Slack
You want to set status, priority, and assignment immediately
You're logging an issue from another channel (phone, email, etc.)
Can I create multiple requests at once? Answer: The web dashboard allows you to create one request at a time. If you need to create multiple requests, you'll need to repeat the process for each one.
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