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Collections
Collections are a group of slack channels on which similar request management and ticketing settings will apply. These settings include a set of responders, triage channels, workflows (eg. alerts on requests and no responses), ticketing settings, and integrations.
Before proceeding with creating a collection, it is important to understand what kind of collections can you create with regard to your workflow.
Whenever you create a Collection, ClearFeed offers three options to manage requests:
External Support, Internal Support, and Hybrid.
If you have Slack-connect channels with customers, the External mode sets up the Collection in such a way that the members of your organization are treated as responders.
Any message from responders on the customer Slack-connect channel would not be considered as a Request by ClearFeed allowing you to only monitor the conversations from customers.
Responder Settings for External mode: All members in your Slack workspace who share the company domain would be treated as responders. This includes all the whitelisted domains in the ClearFeed web app. Although ClearFeed automatically populates this list, you can add/remove domains manually.
When using ClearFeed to monitor requests internally (i.e. within your organization itself), all the people in your workspace would share the same set of email domains. Hence, under the Internal mode, you have the ability to list specific users to be treated as responders.
Responder Settings for Internal mode: Add specific users who will be managing and responding to internal requests as responders. Any message on monitored channels from these users will not be counted as a request by ClearFeed.
If you want to configure the collection manually without any pre-set mode, use the Hybrid mode to manually set responder settings. This is useful when you are using ClearFeed
Responder Settings for Hybrid: You can set email domains, add specific users, or have no responders set up for the Collection.
- 1.
- 2.Click on the
Add a new collectionbutton on the bottom-left section of the page - 3.Enter a suitable name for the collection
- 4.Then, choose among External Support, Internal Support, and Hybrid depending on how you want to manage requests under the collection.
- 5.Add your public channels from the channel dropdown. These will be the channels you want to monitor with ClearFeed. If you do not have any public channels, remove the Channels Editor as shown below:
Note: If you want to add Private Channels to a collection - you can do so after the collection has been created. Here are the steps to do so - Monitoring channels from Slack
- 6.Triage Channel Configuration:
- 1.By default, the
Create new channeloption is selected. This allows ClearFeed to create a new triage channel in your Slack workspace. - 2.If you do not want to create a new triage channel, you can select an existing channel instead via
Select existing - 3.You can also set up a collection without a triage channel via
Proceed without triage
- 7.Auto Assign setup: Toggle ON if you want the requests under this collection to be assigned to the first responder automatically
- 8.Click on
Saveand create the collection.
Note: The triage channel which is automatically created during collection creation is a public channel by default and cannot be turned private.
Collection settings allow you to configure important settings to manage the ClearFeed request/ticketing flow for each channel. You can set up monitoring, change channel & triage settings, configure emoji shortcuts, set up ticketing, delete your collection, and more!
You can choose to delete a channel from a collection, with or without removing ClearFeed it. Moreover, you can also move a channel into a new collection.
Last modified 6d ago