Email Setup

Work on tickets from Email right from Slack with a bidirectional sync of replies

How does the Email integration work?

• Enable support email integration with ClearFeed for seamless user/customer request handling.

• Incoming tickets from emails are directed to a dedicated Slack channel for easy access by agents.

• Agents can promptly respond to these tickets from within the Slack channel.

• Replies from Slack are automatically sent back to the requester via email.

Configure Email integration and Auto-response

To start setting up the email integration - head over to Email Setup and click on Setup for ClearFeed Email.

Add Email

ClearFeed Email

If you don't have an existing email, you can use a ClearFeed configured support email that would be of the format -> support@<subdomain>.clearfeed-mail.com.

Existing Custom Support Email

If you have an existing support email - you can set up forwarding to keep using the same email to receive support tickets.

1. Enter your support Email address.

2. Setup forwarding to the domain mentioned in the Mail forwarding information section

   • Guide to setup forwarding: https://support.google.com/a/answer/10486484?hl=en

3. You can also add multiple support email addresses by simple typing them out in the email address section and hitting enter.

During the ClearFeed trial, only the ClearFeed email is available. After the trial, you can set up a custom email. To use a custom email address, contact us at [e-mail] or via Slack.

Configure Auto-response

ClearFeed can automatically send an acknowledgment to requesters once they send an email for support.

• You can choose to enable/disable this acknowledgment message.

• You can also customize the message.

Email intetgration setup

Email Collection

An email collection is simply a dedicated Collection used to store email tickets.

1. Go to Collections -> click on Add New Collection -> Select Email Collection.

2. Add Responders (these will be users responding to these tickets).

3. Select the Request channel: This will be the channel where your email tickets will land.

   • If you want email tickets to come on a private Slack channel - learn how to monitor private channels with ClearFeed here.

4. (Optional) Associate a triage channel: You can also create or link an existing triage channel to the Email Collection.

   • Learn more about triage channels here.

5. Enable Workflows: These help you get alerts if the email tickets are left unattended. Learn more about workflows here.

Setting up email collection

Email Signature

Signatures are unique to each user/agent who has access to ClearFeed (i.e. they are added to the ClearFeed web console).

• Head over to Email Setup page on ClearFeed dashboard

• Configure and set the desired signature

Configuring email signature

Using the ClearFeed Email integration

How does the Email <> Slack integration with ClearFeed work?

1. Requests sent to the support email will be shared on a Slack channel.

2. Agents can respond to the email request by replying to the Slack thread.

3. The replies are synced back to the customer/user as an email.

Requester Experience

1. The requester can send an email for support to either your existing email address or ClearFeed support email (i.e. of the format support@<subdomain>.clearfeed-mail.com)

2. If acknowledgement is enabled, the requester will get the acknowledgement as a reply

3. Agent's replies are shared on the same email thread with the requester

Email ticket and its acknowledgment

Agent Experience

1. Tickets from email are synced to a dedicated channel on Slack

2. From, to, and CC details are added to the ticket for visibility.

3. Agents can reply in the ticket thread - their replies will get sent back to the requester

4. These tickets can also flow directly into a triage channel (if configured), and any replies from the triage channel are also synced with the requester via email.

Deleting Emails from the triage channel

• You will find a dedicated button for email tickets on the triage channel called Delete Email.

• If a new Email ticket comes into triage - and you recognize that as spam, click on the Delete Email button to remove it from the triage channel.

  • Replies on that email thread will not be synced back on Slack.

• If there are existing responses from your team on the email ticket, the Delete Email button collapses the thread on triage and doesn't sync any future replies.

Email Ticketing Workflow

Email ticket in the triage channel

FAQs

1. Is the email integration available on the free tier plan for any ClearFeed offerings?

Answer: The email integration feature is available exclusively on ClearFeed's paid plans. Check out the pricing and plans for more details.

1. Is the email integration available on ClearFeed Child Accounts?

Answer: No, email integration is only supported in parent accounts right now.