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Work with Customers or Employees on Slack, Email, Web Chat & MS Teams.
Pricing for Internal & External Helpdesk Product Editions
ClearFeed offers three products to cater to the following use cases. Helpdesk Pricing is applicable to both External and Internal Helpdesk.
In External Helpdesk - every customer conversation (roughly equivalent to a Slack thread) is tracked and treated as a Request by ClearFeed. One can think of a Request as a private ticket, visible to the Support team for tracking purposes, but not to the customer. Requests can be converted to Tickets manually or automaticallly - whereupon the customer the gets a unique ticket id for their Request. The Ticket can be a ClearFeed ticket or one from Zendesk, Intercom, FreshDesk et al. Requests are the billable unit for External Helpdesk.
In Internal Helpdesk - only Tickets are tracked by ClearFeed and are the billable unit.
ClearFeed’s Internal helpdesk is a standalone Slack-native helpdesk using which agents can create Tickets in Clearfeed, use Forms defined in ClearFeed, manage SLAs and get service metrics. This serves as a system of record and their primary ticketing system. You can create tasks out of these tickets with bi-directional sync to Jira, ClickUp, Linear, Asana and Github.
ClearFeed’s Integration Edition helps teams bridge Slack with an existing Ticketing system. In this case, tickets are created in the external system and ClearFeed does not manage SLAs or provide service metrics. Forms have to be imported from the external system.
We don’t offer ClearFeed integrations as a stand-alone product for Slack Connect channels. You will need to use External Helpdesk product and integrate with Ticketing systems (like Zendesk, Intercom, Freshdesk and ServiceCloud) within that product.
Yes, you can use multiple ClearFeed products within the same company by using different ClearFeed accounts. Different accounts can be setup on the same Slack workspace also. The pricing of each use case would be managed separately.
Yes, this is very common. ClearFeed can be used by many Slack-first teams within a single organization such as Customer Support, DevOps, Engineering, IT, Finance, HR, and more.
While setting up ClearFeed for each use-case, teams can opt-in to the type of use-case between the 3 products (Internal Helpdesk, External Helpdesk, Integrations). Appropriate pricing will be applied depending on your use case.
Yes! You can create multiple ClearFeed sub-accounts and connect each one to a different Slack workspace.
Any registered user in ClearFeed can be marked as an Agent. You can add agents to ClearFeed when you invite users to it. You can also upgrade a user to an Agent at anytime.
For billing purposes - each Agent is counted only once in ClearFeed per Product Edition. Eg: a company is using Internal Helpdesk across multiple internal teams. It has multiple ClearFeed accounts. David is marked as an Agent in multiple accounts. In this case - David will be counted just once as an Agent for billing purposes.
However Agents are counted separately across different Product Editions. If David is an Agent in an Internal Helpdesk account and is also an Agent in another External Helpdesk account (within the same firm) - he will be counted twice from a billing perspective.
All users can view requests and tickets in ClearFeed. Admins control who is invited to a ClearFeed account and to Triage channels. Any such user can also leave private comments on Requests / Tickets. Beyond this - the ability to reply publicly or be an assignee depends on whether we are using Agent-Based licensing or Usage-Based licensing.
Tickets and channels are counted in slabs of 100 and 10 respectively. The usage is rounded up to the nearest 100 / 10 for calculating usage. The bill is based on the highest of the two billing units.
Example-1: if you have used 150 tickets and 35 channels, the usage is rounded up to 200 tickets and 40 channels. Since 40 channels is the higher billing slab of the two - the bill is calculated based on the rate applicable to 40 channels.
Example-2: if you have used 950 tickets and 11 channels, the usage is rounded up to 1000 tickets and 20 channels. Since 1000 tickets is the higher billing slab of the two - the bill would be calculated based on the rate applicable to 1000 tickets.
For a given billing period, we determine this by looking at the maximum number of Slack Channels to which ClearFeed is added on any given date in the month.
Yes, at any point in time, you can remove ClearFeed from a given Slack channel. You will only be charged based on the number of Slack Channels in which ClearFeed is present during a given month.
ClearFeed can convert Slack Messages to Tickets and perform a 2-way sync between the external Ticketing System and ClearFeed for the following systems:
You can read more about each integration in our documentation here. We keep adding integrations and have an active product roadmap on this. If your integration is not listed here, please reach out to us.
In additional and independently - ClearFeed can also be used to file tasks in such systems when used in conjunction with ClearFeed Ticketing. For Task filing - GitHub and Asana are also supported in addition to the above list.
Yes, we have a 14-day free trial of the product (which can be extended as required). You can sign up for the product on web.clearfeed.app and get started or schedule a demo with a product expert here.
Yes! In some cases, users want to cater to 20,000+ tickets. 1000 channels or 100+ agents every month on Slack channels. Please schedule a meeting with the sales team for a custom plan for bulk use cases here and we can figure out volume discount.
We offer a standard 15% discount for Annual Subscriptions. We may be able to offer a Volume Discount for large use cases.
If you a NGO, Non-Profit or Educational Institution - we maybe able to offer an additional discount. Please reach out to us at [email protected] for this purpose.
We accept all major credit cards. We integrate with Stripe for payment processing.
You can cancel your subscription at any time. Once you cancel, you will still be able to fully use your account until the end of the billing cycle.
Security is important for Enterprises. That’s why ClearFeed has been Soc2, Type-2 compliant from Aug, 2022. We can also make available the latest penetration testing and sign a DPA on request.
