Manage Request Channels

Learn how to add and remove Slack channels from ClearFeed to track requests and tickets

Once a Collection is set up from the ClearFeed web app, we can add channels for ClearFeed to monitor them.

Add Slack channels

From Slack

Follow this method when looking to monitor Private Slack Channels with ClearFeed.

• Go to the channel you wish to monitor.

• Add ClearFeed bot by typing /invite @clearfeed

• Upon adding the bot, select the option to let you configure the channel As a Request Channel

• Select the channel owner and collection to which you want to add the channel.

  • A channel owner can move the channel from one collection to another and transfer the channel's ownership.

• Click on Start Monitoring and this channel will be monitored by ClearFeed.

Adding channels to a Collection from Slack

From the Web App

We can add public Slack channels to a collection from the ClearFeed web app interface by following the below steps:

• On the ClearFeed web app, go to Collections.

• For the Collection where we want to add the channels, hover over the collection name and click on Action (three-dot menu).

• Click Add Channels, and the drop-down will show all the public Slack channels.

• Select the desired channel and channel owner.

  • You can add multiple channels by clicking Add More Channels.

• Once the channels are selected, click on Add.

  • This would add ClearFeed to these channels and they would be monitored under this specific Collection.

Private Slack channels would also show up on the web app if the ClearFeed bot is simply present in these channels.

Adding channels to a Collection from ClearFeed Web App

Automatically Monitor Slack Connect Channels

This functionality is only available for accounts under the External Helpdesk product edition and can only be configured for a single Collection on your account.

If your Slack-connect channels are named in a set pattern, the ClearFeed bot can be automatically added to these channels once created.

• ClearFeed can start monitoring the channel under the Collection where this setting is applied as soon as these channels turn into Slack-connect channels.

Regex Pattern: Enter the regex that determines the naming pattern of your channels.

E.g. consider channels named in the following pattern: clearfeed-acme1, clearfeed-acme2, etc... (where acme1 and acme2 are customer names).

• In that case, the regex pattern you should insert would be ^clearfeed- to monitor all new channels created with this naming pattern.

Request Channel settings for Collections

Removing Slack channels

From the Web App

The Collection settings allow you to remove channels from being monitored. For more details, refer to the documentation previously mentioned under Collection settings.

From Slack

• Use the /remove @clearfeed command in Slack to stop ClearFeed from monitoring a channel.

Removing a channel from ClearFeed using Slack

• Once a channel is removed using Slack - on the web app, under the Collection dropdown, we should see the following interface.

Options to restore or delete channel data once channel is removed from ClearFeed

Moving Channels

To move a channel from one collection to another, follow the following steps:

1. Open https://web.clearfeed.app/

2. Click on the collection dropdown to expand the channels

3. Click on the 3-dots against the channel you want to move

4. Click on Move to open the confirmation modal

5. From the dropdown, choose the target collection where you plan to move the channel

6. To confirm the transfer, click on the Save button

All settings & workflows of the new collection will now apply to the moved channel. We suggest you review those settings before you move the channel.

FAQs

1. Is it possible to bulk-add pubic Slack channels into a collection?

Answer: We don't support this on the UI yet. But you can get in touch with us at [e-mail] or our shared Slack channel and we can share with you a script using which you will be able to add ClearFeed to a list of public Slack channels.

1. Is it possible to bulk-add private channels into a collection?

Answer: It is not possible to bulk-add private channels due to permission limitations from Slack. You can use /invite @Clearfeed to add ClearFeed to private channels.

1. What does the "Restore data" option do once ClearFeed is removed from a channel?

Answer: Clicking on the "Restore Data" button will add ClearFeed back into the channel from where it was removed, and the older requests will be automatically restored.

• The settings to restore data are available for 2 days.

1. What happens when we archive a Slack Channel?

Answer: Once a channel is archived, ClearFeed is removed from that channel, and the channel is stopped being monitored. You should see an interface shown here once you archive a channel.

1. How do I manage archived channels in ClearFeed?

Answer: To add ClearFeed back into an archived channel, unarchive the channel and then click on the "Restore Data" button to start monitoring the channel again with previous Requests data also being restored.

To remove an archived channel permanently, click on the "Delete Data" button, which will remove the channel from the Collection altogether.

1. Is it possible to monitor channels that were previously private and then turned public?

Answer: If a previously private channel is turned public, it doesn’t appear on the ClearFeed web app UI. To monitor these channels follow the steps given here.

1. What is a ClearFeed channel owner and what can they do?

Answer: A channel owner is a user that you define to manage that particular channel in ClearFeed.

• This user has the right to move the channel from one collection to another and transfer ownership.

• Receive notifications if a channel experiences problems, such as the ClearFeed bot being removed or the channel being taken out of a collection.

• When sending announcements to multiple channels, you have the option to send them as the channel owner, potentially adding a personal touch.

• Being a channel owner in ClearFeed is completely separate from Slack channel ownership/management.