ClearFeed Helpdesk
Work with your customers on Slack Connect Channels or Slack Community using ClearFeed's Helpdesk
Before starting, ensure the following:
Product edition is set to "External" on Product Editions
Once done, you can create your first collection - a group of Slack channels that have similar helpdesk settings.
Create Collection
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 pageChoose support team members as Responders
You can configure Slack users from specific domains to be responder, or you can also add Slack users as additional responders if they are not from a common domain
Check auto-assignment to first-responders
ON
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
You can select
Create new channel
orSelect existing
option
In the Ticketing section, you can keep the option un-checked. Generally, we have observed that for external support on Slack, you'd like to keep it conversational.
You can edit an existing workflow to send a notification to the corresponding triage channel if there is no response to a request for 60 mins
Set up a custom Welcome message for this particular collection
Create requests
Any message from your customers on request channels creates a request on ClearFeed
Customers won't notice the presence of any Request IDs and their statuses
Here is how the request appears on the request channel (left) and the triage channel (right)
Manage requests
All requests from request channels start a new thread in the triage channel
You can modify the status, assignment, and other properties of requests from the triage channel
Replies to a thread in the triage channel are posted on the same thread on the request channel
Replies starting with🔒 emoji are not propagated and are internal comments for the support team
Best to mute all request channels that you are a part of to avoid dual notifications
ClearFeed Web Dashboard
ClearFeed Slack App
Further Readings
You can create custom fields for requests for the support team to categorize requests
You can also convert requests into Tickets and give public IDs and status to customers. For this:
Ticketing Settings
on the Collection Settings: Turned ON
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