Streamline support escalations on Slack

ClearFeed helps you stay on top of support escalations and measure service metrics on slack channels. It also integrates bi-directionally with ticketing and issue management keeps conversations synced.

Immediate tangible value

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2-3 Hours

Saved per agent per week

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20%

Reduction in response time.

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100%

Visibility into service metrics

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Route tickets to slack for escalations

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Configure tags in the ticketing system for escalations.

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Add additional notes to tickets while escalating.

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Route tickets to slack channels based on tags.

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Sync escalation discussion on Slack to the ticket

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Sync comments from the slack thread into the ticket.

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Opt-in to send selective comments or setup automated sync.

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Keep slack synced with customer conversation

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Auto-sync updates from the ticket into the slack thread.

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Engineering teams don't need to have licenses in ticketing systems.

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Measure service level on your helpdesk

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Track request volume by channel and responders.

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Track first response & closure time of requests.

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Configure SLA breaches on response times.

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Setup business hours and holiday schedule for SLA management.

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Emoticons to signal assignment, closure and priority

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Configure emoticons for assignment, priority and closure.

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Configure reports to work based on the above actions.

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Trigger issue categorization on request closure

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Capture issue categorization on request closure.

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Granular reporting on issue categorization.

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Escalation workflows on SLA breaches

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Sync comments from the slack thread into the ticket.

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Opt-in to send selective comments or setup automated sync.

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Manager dashboard to review all requests

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Advanced filters like agent, SLA status, date.

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Review requests with SLA breaches.

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Review requests of specific categories of issues.