Child Accounts

Explore how to create and manage multiple ClearFeed accounts

Create and manage multiple ClearFeed accounts to organize different teams, workspaces, and integrations.

Overview

Child accounts allow you to create additional ClearFeed accounts while maintaining a connection to your primary (parent) account. This enables you to:

• Connect multiple Slack workspaces

• Separate different teams or departments

• Use different product editions for different use cases

• Maintain independent user access and privacy controls

Important: You must be an Admin in your primary ClearFeed account to create child accounts.

When to Use Child Accounts

Consider creating a child account when you need to:

• Multiple workspaces: Integrate ClearFeed with additional Slack workspaces

• Multiple domains: Connect multiple domains from your ticketing system (e.g. Zendesk, Jira) to the same Slack workspace

• Different product editions: Switch between External Helpdesk, Internal Helpdesk, and Internal Helpdesk (Integrations)

• Team isolation: Separate tickets and data access between different teams or departments (e.g. different accounts for HR, IT, etc.).

How to Create a Child Account

Step 1: Access Account Creation

1. Click the Accounts icon in the top-left corner of your ClearFeed dashboard

2. Select Create New Account from the dropdown menu

Step 2: Configure Basic Settings

1. Enter an account name that clearly identifies its purpose (e.g., "Engineering Team" or "Customer Support")

2. Choose a sharing option based on your needs:

Account Sharing Options Explained

Share Slack workspace with your account

• Connects to the same Slack workspace as your primary account

• Allows multiple ticketing integrations in one workspace

• Example: Connect multiple Zendesk domains to the same Slack workspace

Share other integrations with your account

• Connects to a new Slack workspace

• Shares ticketing integrations with your primary account

• Example: Connect different Slack workspaces with the same Intercom domain

Share Slack workspace and all supported integrations

• Uses the same Slack workspace and ticketing integrations as primary account

• Ideal for teams that need different configurations of the same setup

• Example: IT and HR teams of the same organization who'd like to manage isolated access between their respective accounts.

Step 3: Complete New Account's Onboarding

Based on the Account Sharing Option you choose, you can complete the onboarding that will include: connecting to new Slack workspace (if you selected sharing option #2), connecting your integrations, and choosing how you want to use ClearFeed (e.g. for customer support or internal support).

This would determine the product edition for your child account:

• External Helpdesk

• Internal Helpdesk

• Internal Helpdesk (Integrations)

Note: Each account is billed separately based on its product edition.

Step 4: Complete Setup

Click Create Account to finalize the child account creation.

Creating Child Accounts in ClearFeed

Managing Child Accounts

Switching Between Accounts

1. Hover over the Accounts icon (top-left corner)

2. Select the account you want to switch to from the dropdown

3. You'll be redirected to the selected account's dashboard

Renaming Accounts

1. Open the Account Selector from the top-left corner

2. Hover over the account name you want to change

3. Click the pencil icon

4. Enter the new name and click Save

Account Relationships

What's Shared (Dependent)

• Whitelisted bots: Configuration is shared and synced across all accounts

• Domain whitelisting: Only admin email domain is copied to child accounts (Gmail domains are never copied)

• Shared integrations: When enabled, integrations cannot be reconnected or deleted from child accounts

What's Independent

• Account-level settings (SLAs, business hours, data retention)

• User management and access controls

• Channel and collection management

• Forms, custom fields, announcements, and knowledge sources

Important Limitations

• Each account connects to only one Slack workspace

• Each account is linked to one product edition

• Shared integrations are currently limited to: Zendesk, Intercom, Linear, GitHub, and Atlassian

• Child accounts with shared integrations cannot modify integration settings

Billing

• Billing is based on the product edition selected for each account.

• Parent and child accounts are billed independently if they're on different product editions.

• Parent and child accounts are billed together if they're on the same product edition. If you want to bill them differently, you can reach out to [email protected].

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FAQs

Can I delete a child account?

Answer: Yes, you can follow the steps given here to delete your account.

What happens if I remove admin access from the parent account?

You'll lose the ability to create new child accounts, but existing child accounts will continue to function normally.

Can I convert a child account to a parent account?

No, child accounts cannot be converted to parent accounts. You would need to create a new primary account.

Why can't I see certain integrations in my child account?

Integration availability depends on your sharing configuration and product edition. Check your sharing settings or contact support for clarification.

Can I move users between parent and child accounts?

Users must be invited separately to each account. User access is not automatically shared between accounts.

What integrations can be shared between accounts?

Currently supported shared integrations include: Zendesk, Intercom, Linear, GitHub, and Atlassian. For additional integration support, contact us via Slack or email.

How do I troubleshoot sharing option issues?

If sharing options aren't working as expected:

1. Verify you're an admin in the primary account

2. Check that integrations are properly configured in the primary account

3. Ensure domains match for workspace sharing

4. Contact support if issues persist

Can child accounts have different admin users?

Yes, each account maintains its own user management system. You can assign different admins to different accounts while maintaining the parent-child relationship.