Additional Settings

Configure Data Retention and weekly digest notification settings

Bot Whitelisting

By default, ClearFeed does not monitor messages from bots in a Slack workspace. Bot messages are generally posted on Slack by other Slack applications in the workspace and not Slack users.

If you want to enable ClearFeed to monitor messages from a specific bot, you need to whitelist the bot on ClearFeed.

• Clearfeed automatically detects the bots that are available on your Slack workspace for you to choose which one you would like to whitelist.

• You can multi-select bots or whitelist all the bots that you want to whitelist and click on save to whitelist the bots.

Whitelisting Slack Webhooks

If your use case requires ClearFeed monitoring messages posted using a Slack Webhook - please note that every Slack Webhook has a different Application or Bot ID. The ID corresponding to the Slack Webhook has to be whitelisted in ClearFeed.

How to find Application name for a Slack webhook

Webhooks posting to Slack Channels are usually part of Slack Workflows. To whitelist a specific webhook, you need to find the corresponding Workflow and whitelist the Workflow's name:

• Go to the Workflows section from your Slack Desktop

• Click the "Workflows" menu on the left

• Check the workflows listed - these are the ones ClearFeed shows in the whitelisting dropdown

• Find the Workflow containing your webhook from this list

Slack Workflows Navigation

Data Retention Policy and Settings

• For Slack channels, raw message data is stored for 60 days by default.

• You can change the retention period (7 to 365 days) in Additional Settings under Settings.

• Statistics derived from messages are retained indefinitely while only metadata (e.g., time of arrival, author, linked tickets) is kept.

• After the retention period, raw message data is deleted.

Requests/tickets in Views and Collections follow the Data Retention policy. If retention is set to 7 days, selecting "Created in last 30 days" will still show only the last 7 days of requests.

Note: ClearFeed does not store attachments.

You can also disable the Data Retention entirely for your account.

If you plan to retain raw data on ClearFeed for more than 365 days, email [e-mail].

Data Retention Settings

Pause Resolution Time in Pending State

ClearFeed gives you the option to pause the timer when a ticket is moved to the Pending state. This is useful when the team is waiting on a customer or external dependency, and the resolution timeline should be adjusted accordingly.

When this setting is enabled, the time a ticket spends in the Pending state is excluded from the Resolution Time SLA calculation. This ensures a more accurate measure of your team’s active resolution efforts.

How to Enable

1. Go to Settings from the left navigation bar on the ClearFeed Web App.

2. Click on the Additional Settings tab.

3. Enable the checkbox for Pause Resolution Time in Pending State.

Notes

• This only affects the Resolution Time SLA. First Response Time remains unaffected.

• This setting applies across all Collections in the Account.

Delete Account

• Permanently delete your ClearFeed account along with all associated data.

• This action is irreversible, and deleted data cannot be recovered.

FAQs

1. Can the data be restored if deleted because of the present retention settings?

Ans: Data already deleted from our systems because of the present retention setting cannot be restored right now.

1. If I update the thread of the old ticket/request, will the integration still work on the thread?

Ans: Yes, the integration will work as we don't delete the Metadata.

1. Will the old tickets be present in Slack to refer them later?

Ans: Yes, we don't delete tickets/messages from Slack.

1. Is the data retention disabled by default?

Ans: By default, Data Retention is disabled for the Internal Helpdesk product edition. For other product editions, it is set to 60 days. You can also extend it from 60 to 365 days.

1. Can I disable data retention settings completely?

Ans: Yes, you can disable the retention settings completely for the account.

1. Will the older threads sync with Zendesk or will it get deleted as well?

Ans: Even after the retention period the older threads continue to sync with Zendesk.

1. Can I retain data for more than 365 days?

Ans: Yes and If you plan to retain data for more than 365 days, you can reach out to us at [e-mail].

1. Will all the data of my old threads be deleted after the retention timeline?

Ans: We just delete the title and message texts of the request. However, all operations that work on the request will continue working (for eg - syncing messages between the ticket and Slack).