User Management
Users on ClearFeed are members of your organization that have access to the ClearFeed Web Dashboard and the ClearFeed Slack Application.
Note:
Users are different than responders on a collection. Responder settings are used to determine if an incoming Slack message is a request from your customer.
The access to data on Slack request channels and triage channels is not controlled on ClearFeed. That's completely on the teams to decide.
By default data from all collections (and respective slack channels) will be visible to all users of the application.
User Roles
Clearfeed has a total of 3 User Roles:
1. Admin
The Admin role grants full access to various settings including configurations, integrations, and user invitations.
Admins can create and modify all collections
Set up and adjust workflows
Have the authority to establish and revise SLA policies and business hours.
In the Internal Standalone Helpdesk edition, Admins who are not designated as Agents cannot respond to tickets in the Triage channel or Clearfeed web app.
2. User
Users can only modify settings for collections they have created and cannot access or adjust configurations for other collections.
Users can set up and adjust workflows
Users cannot invite new users or have access to configuration settings.
In the Internal Standalone Helpdesk edition, Users not designated as Agents cannot respond to tickets in the Triage channel or Clearfeed web app.
3. Agents
Only relevant for the Internal Helpdesk product edition where ClearFeed is used as a ticketing system.
Users and Admins need to be designated as Agents to work from the triage channel and respond using the ClearFeed web application.
To add team members as Agents, go to Manage Users, click 'Invite Users', and enable the checkbox of 'Agent' to designate additional Agents.
Under Collection Settings -> Responder settings, you can add these agents as responders.
Note that users not assigned as Agents cannot respond to tickets in the triage channel and the Clearfeed web application.
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