Discord

Set up Discord as a channel in ClearFeed

ClearFeed integrates with Discord to bring customer requests from Discord servers directly into your Slack Triage Channels. This creates a unified workflow where your support team can manage and respond to Discord messages without leaving Slack.

Requirements:

• Authorization: A Discord user with the Manage Server permission must authorize ClearFeed

• Server access: You must be a member of the Discord server you want to connect

How It Works

When customers send messages in Discord:

1. Messages automatically appear in your Slack Triage Channel

2. Support agents respond from Slack

3. Responses sync back to Discord in real-time

4. Conversations remain synchronized across both platforms

5. Requests can be converted to trackable tickets

Setting Up Discord Channel

Step 1: Connect Discord Integration

1. Go to Settings → Integrations in ClearFeed

2. Find and select Discord

3. Click Connect to start the authorization flow

Step 2: Authorize ClearFeed Bot

1. You will be redirected to Discord

2. Sign in to Discord if prompted

3. Select the Discord server you want to connect to ClearFeed

4. Review the requested bot permissions:

   • View Channels

   • Send Messages

   • Read Message History

   • Manage Webhooks

5. Click Authorize

Once authorization completes, the ClearFeed bot will be added to your selected server and you will be redirected back to ClearFeed.

Manage Webhooks is required so ClearFeed can post replies on behalf of your responders, displaying their name and avatar in Discord.

Step 3: Create Discord Collection

Configure which Discord channels route to Slack:

1. Go to Collections in the ClearFeed dashboard

2. Create a new Collection

3. When prompted to choose a messaging platform, select Discord

4. Select the Discord channels to monitor

5. Choose a Triage Channel in Slack

6. Save the collection

ClearFeed supports monitoring text channels and forum channels in Discord. Every new message in a monitored text channel, and every new forum post in a monitored forum channel, is tracked as a separate request.

Working with Discord Requests

Once configured, Discord conversations automatically appear in your Triage channel:

• Customers post messages in monitored Discord channels

• Each new message (or forum post) appears in the Slack Triage channel as a request

• Agents respond from Slack

• Replies are posted back to Discord — for text channels, ClearFeed creates a thread on the original message and posts replies there; for forum channels, replies go into the existing forum post thread

• Replies appear in Discord with the responder's name and avatar

• ClearFeed keeps both platforms synchronized, including message edits and deletions

FAQs

1. Can ClearFeed monitor private Discord channels or DMs? Answer: No. ClearFeed only monitors public text and forum channels in the connected Discord server. Private channels, DMs, and voice channels are not supported.

2. Can I connect more than one Discord server to the same ClearFeed account? Answer: No. Each ClearFeed account can be connected to a single Discord server at a time.

3. Can the same Discord server be connected to more than one ClearFeed account? Answer: No. A Discord server can only be connected to one ClearFeed account at a time.

4. What kinds of Discord channels are supported? Answer: ClearFeed supports text channels and forum channels. Voice channels, private channels, and DMs are not supported.

5. How do replies appear in Discord? Answer: Replies are posted via Discord webhooks so that the responder's name and avatar are shown on the message. For text channels, the reply is posted inside a thread on the original message. For forum channels, the reply is posted in the existing forum post thread.

6. Can I create tickets in Zendesk, Freshdesk, or other external systems from Discord requests? Answer: Discord collections currently support ClearFeed's native ticketing only. External ticketing systems are not available for Discord collections.

7. My Discord channels are not showing up in ClearFeed. What should I do? Answer: Use the Refresh channels option in the channel picker to re-fetch the latest list of channels from Discord. Newly created channels in Discord are also picked up automatically.

8. How do I disconnect Discord from ClearFeed? Answer: Go to Settings → Integrations, open the Discord integration, and click Disconnect. You can reconnect to the same Discord server at any time.