Find your fit
Who it is for
It fits a support team that already collaborates in Slack and wants customer or employee conversations to become trackable requests. The guide includes email, chat, Teams and portal paths, but each team should choose the exact entry points and plan rights it needs rather than assuming every channel is included at every tier.
It can also suit an internal IT or HR desk with a defined group of agents, or a customer team where many staff take part in Slack channels. Those collaboration patterns affect whether agent-based or usage-based billing is a better match.
The work it supports
Core capabilities
Set up a customer request channel or a connected email address. In the vendor’s example, a Slack message becomes a tracked request; automatic or manual ticketing decides when it gets a ticket ID. For email, each new message creates a ticket thread that agents can answer from triage or the web app.
A Slack triage channel gathers work from connected sources. Agents can review assignment and status, reply, update priority, and leave internal notes. Before live use, test which comments are public: the triage configuration has Public and Private modes, with emoji-marked exceptions.
Web chat can send a visitor message into ClearFeed as a ticket, and triage replies can sync back to the chat. Test the round trip on a staging page so the team knows which reply is visible to the visitor and which remains internal.
Collections group support sources and can carry separate workflows, customer groups and triage settings. That helps a team divide internal employee requests from external customer conversations, provided the right responders have access to the correct triage channel.
The portal gives customers or employees a web route to file a ticket, follow status and reply. Customer access can be configured by domain and role, while the portal may show either all tickets or only the user’s own. A fictional two-account check is useful before sharing portal links.
ClearFeed describes helpdesk SLAs with business hours and breach alerts, and reporting for volume, response times and SLA performance. Define one realistic response target and confirm the selected plan includes these features before relying on the reports.
The vendor also describes AI Agents that can suggest answers or automate responses. Its setup guide shows a human-review path. Check the knowledge sources, trigger settings, plan and credit allowance with harmless requests before allowing an automated answer to reach customers.
Understand the offer
Pricing and getting started
Choose the right edition first. Native Internal or External Helpdesk manages tickets in ClearFeed; the separate Integrations edition focuses on syncing internal Slack messages to an outside ticket system and does not provide native SLAs or analytics. An External Helpdesk can also connect to outside systems, so the contract should name the edition and ticket system of record.
Helpdesk offers agent-based and usage-based pricing. Under agent licensing, designated agents can reply publicly and be assigned tickets. Under usage licensing, the vendor allows broader participation. External usage is tied to channels or tracked requests, whereas internal usage uses tickets; confirm the applicable unit for the chosen edition.
The current public Helpdesk page shows Starter at $24 and Professional at $49 USD per agent per month, and advertises 15% off annual subscriptions. The displayed card and selected term should be reconciled in a quote or checkout; Enterprise is custom. Starter and Professional differ materially on SLAs, portal, Teams channels, advanced assignment and AI rights.
Usage billing rounds channel and conversation counts into slabs; the conversation is a request or ticket depending on edition, and the higher applicable usage measure drives the bill. Annual billing commits to fixed monthly units paid upfront, with overages charged separately without the annual discount. Model a busy month, not just an average one.
Starter has an optional AI Pack; Professional includes an AI Pack, and additional credit use can incur tiered charges. The vendor advertises a 14-day trial without a credit card. Confirm credits, response permissions, channels and total cost before enabling AI or migrating support traffic.
Look a little closer
Before you choose
Trace one fictional request from a Slack channel or email through triage, ticket creation, assignment, reply and closure. Confirm whether the customer sees a ticket ID, who can send a public reply, and whether the same history appears in the web app.
Test internal-versus-public comments before connecting real customer channels. ClearFeed’s triage modes change which messages sync to the requester; a mistaken setting could expose an internal note or hide a needed reply.
If the portal or Microsoft Teams is important, check the selected plan and access controls. Professional lists portal and Teams channels; a customer portal role can affect whether a user sees only their own tickets or more of an account’s activity.
Before budgeting, count agents, channels, requests or tickets using the edition’s billing definition and allow for a busy period. Compare monthly billing with annual units and undiscounted overages, then obtain the selected term and AI-credit total in writing.
If an existing ticket platform remains the system of record, distinguish the native Helpdesk setup from the Integrations edition and test a small harmless sync. Native SLA and analytics claims do not carry over to the separate bridge edition.
7 distinct sources behind this profile. Research observed Oct 26, 2026. Features and offers can change.
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