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.

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Immediate tangible value

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2-3 Hours

Saved per agent per week

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20%

Reduction in response time.

100%

Visibility into service metrics

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Route tickets to slack for escalations

Configure tags in the ticketing system for escalations.
Add additional notes to tickets while escalating.
Route tickets to slack channels based on tags.

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Sync escalation discussion on Slack to the ticket

Sync comments from the slack thread into the ticket.
Opt-in to send selective comments or setup automated sync.

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Keep slack synced with customer conversation

Auto-sync updates from the ticket into the slack thread.
Engineering teams don't need to have licenses in ticketing systems.

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Measure service level on your helpdesk

Track request volume by channel and responders.
Track first response & closure time of requests.
Configure SLA breaches on response times.
Setup business hours and holiday schedule for SLA management.

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Emoticons to signal assignment, closure and priority

Configure emoticons for assignment, priority and closure.
Configure reports to work based on the above actions.

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Trigger issue categorization on request closure

Capture issue categorization on request closure.
Granular reporting on issue categorization.

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Escalation workflows on SLA breaches

Sync comments from the slack thread into the ticket.
Opt-in to send selective comments or setup automated sync.

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Manager dashboard to review all requests

Advanced filters like agent, SLA status, date.
Review requests with SLA breaches.
Review requests of specific categories of issues.