Convert Slack threads to tickets, keep conversations synchronized in both directions. Capture ticket forms in Slack and scale support across 100s of customer channels.
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I love that ClearFeed’s Ul is intuitive and user-friendly. I also love the concept of Collections to organize channels into groups, and I feel like it understands how the support team works based on Slack requests. ClearFeed support team has also been very responsive to all the requests live raised, and most of my feature requests have been implemented in a timely manner.
We needed a solution that offered comprehensive Slack and Zendesk integration. ClearFeed stood out as the only product that met all our needs. We had nearly exhausted our options, and ClearFeed was a clear choice.
ClearFeed allows our team members to take ownership and resolve requests directly from a single triage Slack channel rather than joining 100+ Customer Slacks.
Additionally, it facilitates seamless two-way sync between Slack and Zendesk so that we can convert Slack requests to Zendesk tickets for any issues/bugs and provides comprehensive reporting capabilities in Slack.
All replies on a post are updated on the Zendesk ticket & vice-versa, enabling us to get the entire context on one Zendesk ticket.
To integrate Zendesk with Slack using ClearFeed, follow these steps: start by installing ClearFeed app in your Slack workspace as per the instructions on the ClearFeed Help Center. Next, connect your Slack and Zendesk accounts via the ClearFeed's Slack-Zendesk integration page, ensuring compatibility with your account settings. ClearFeed will then enable you to efficiently triage and resolve support requests directly within Slack.
You can get started by simply reacting to messages with specific emojis, tagging a Slack bot, using a slash command to fill out ticket details, or picking options from the "More actions" menu. Plus, you can create tickets directly from designated triage channels or have them automatically generated based on certain criteria.
Yes, by setting up Zendesk triggers, you can send instant notifications for new ticket events directly to specific Slack channels. You can also customize these notifications to filter specific ticket types based on tags, custom fields, or the ticket source. Subsequently - you can configure ClearFeed to sync the notification threads with the Zendesk ticket - to sync these threads between Slack and Zendesk. This is an effective alternative to Zendesk side channels that allows Admins to escalate Tickets to any Slack channel and respond to Tickets from there.
ClearFeed organizes multiple channels through distinct Collections. Each Collection can track multiple public and private Slack channels and connect to a single triage channel that consolidates and simplifies request management. Each Collection of channels can have a different ticketing configuration - including Auto vs. Manual Triggers, Emoji and sync settings, Business Hours, Alerting workflows and AIÂ Agent setup.
For multiple Zendesk Accounts - users can setup multiple ClearFeed Account that can each connect to a different Zendesk instance. These Accounts can be connected to the same Slack workspace (or different ones).
To forward tickets between platforms using ClearFeed, users can use the integration's bi-directional syncing feature between Slack and Zendesk. When a ticket is created in Zendesk from Slack—whether through emoji reactions, triage channels, or automated processes—ClearFeed ensures that all relevant messages and attachments are included in the ticket.
Yes - ClearFeed allows private comments in Slack triage channels to be sent to Zendesk and vice versa. Users can add private comments from Triage channel using the đź”’emoji - that are posted in Zendesk as an internal note. Similarly internal notes in Zendesk are related back to linked Slack Triage threadsas private comments.
Yes - ClearFeed can import forms from Zendesk and make them available for Ticket creation in Slack. This includes the ability to create Conditional forms having one Trigger field and dependent Conditional Fields. While it does not have multiple levels of nested of Conditional Fields like Zendesk - this is sufficient for most users.
Using ClearFeed, you can configure AIÂ Agents to post answers to new queries on Slack channels. These can be posted both before or after Ticket creation. You can also setup workflows and automations to post automated responses - like OOO messages during non-business hours (which are configurable in ClearFeed).
Once a Ticket has been resolved, users often want to disconnect such Tickets from Slack threads to avoid needless pings on the Ticket. ClearFeed provides mechanisms to disconnect tickets from either Zendesk (by adding a 'cf-disabled' label) or from Slack (by invoking the 'Unlink Ticket' action). Comments on Closed Tickets automatically result in Followup ticket, while Edits in Slack messages already synced to Zendesk are posted as private comments the linked Ticket.
The Slack Zendesk integration requires an External Helpdesk plan. Use of multiple forms requires Professional Edition and above. Usage based pricing based on Channels applies (and includes AIÂ Credits as part of the Professional Plan). Up to date pricing is available on the Usage Based Helpdesk Pricing page.
