For Integrations

Create Collection

Navigate to Collections from the side navigation bar.
To set up the collection Navigate to Collections from the side navigation bar.
Click on the Add new Collection button on the bottom-left of the page
Choose support team members as Responders
- For Customer Support use-case: You can configure Slack users from specific domains to be responders, or you can also add Slack users as additional responders if they are not from a common domain
- For Internal Support use-case: Choose support team members as Responders. Responders are members of the support team.
Add Request channels on which you plan to provide support to customers
- All public Slack channels can be added from the web app
- Private Slack channels can be added by typing /invite @Clearfeed on the Slack channels. They can only be added after a Collection is created
Add a Triage channel for the support team to work from on Slack
- For Customer Support use-case: You can select Create new channel or Select existing option.
- For Internal Support use-case: Choose the Proceed without Triage option
Under Ticketing, select your integration and choose the trigger mode for ticket creation
- Trigger mode for the ticket can be an emoji (e.g.. 🎟️) applied to the thread or tickets can be auto-created on every new message on the request channel
(Optionally) Set up a custom Welcome message for this particular collection

People from your organisation who should be treated as support agents/members are called Responders.

For Customer Support: Enter an email domain.
- Everyone in your Slack workspace who shares that email domain is considered a responder.
For Internal Support: You can search for and add Slack users to assign them as Responders.

If toggled ON, responder messages in request channels will generate requests in the "Open" state. It is advisable to keep the toggle ON

Last updated 2 months ago