Assignment Rules
Assignment Rules allow you to automatically assign incoming requests based on your support setup and team structure. This automation helps streamline your workflow and ensures requests are directed to the right people quickly. You can configure assignments to:
Automatically assign requests to the first team member who responds.
Distribute requests among members of a Slack group using a round-robin method.
For integrations with external ticketing systems like Zendesk or HubSpot, assign both the ClearFeed request and the linked external ticket simultaneously to the first team member who responds.
Auto-assign to First Responder
This rule automatically assigns the ClearFeed request to the first team member who takes an action on the request within Slack, such as replying to the initial message or reacting to it. Follow the steps to enable:
Navigate to the Collection where you want to enable or modify assignment rules.
Open Settings for that Collection.
Select Assignment Rules.
Select the assignment rule: Auto-assign to the first responder.
Click Save.
Auto-assign to First Responder for ClearFeed Requests and External Tickets
Note:
This rule is only applicable and visible if Ticketing for the Collection has been set to Zendesk or HubSpot in the Collection settings.
If the ticket is already assigned to some agent on Zendesk/HubSpot, this will not work.
When this rule is enabled, the first team member who interacts with the request in Slack will be automatically assigned both the ClearFeed request and the linked Zendesk or HubSpot ticket. Follow the below steps to enable:
Navigate to the Collection where you want to enable or modify assignment rules.
Open Settings for that Collection.
Select Assignment Rules.
Select the assignment rule: Auto-assign to the first responder for ClearFeed requests and external tickets.
Click Save.
Round Robin Assignment
Prerequisite: Before setting up a Round Robin assignment, configure your Slack workspace with the necessary Slack groups. Follow this guide to learn how to create Slack Groups.
The Round Robin assignment rule distributes incoming requests evenly among members of a designated Slack group. ClearFeed cycles through the members of the group, assigning each new request to the next available person in the sequence. Follow the below steps to enable:
Navigate to the Collection where you want to enable or modify assignment rules.
Open Settings for that Collection.
Select Assignment Rules.
Select the assignment rule: Round Robin Assignment.
Select the desired Slack Group from the dropdown menu.
Click Save.
Availability of Users
ClearFeed checks user availability through their Slack status when using Round Robin assignment. Users will be skipped in the assignment sequence if their Slack status is set to one of the following exact strings (case-insensitive):
Out of Office
Off Sick
On Holiday
DND
OOO
If a user is marked as unavailable, the request is assigned to the next available responder who is part of the configured Slack Group.
FAQs
Can we automatically add/remove users from Slack groups based on their shifts? Answer: While ClearFeed doesn't directly manage users within a Slack Group, you can use third-party apps like the Rotation App for scheduled user management in Slack. ClearFeed will always use the latest set of users present in the Slack Group at the time of assignment.
If users are marked as unavailable on Slack, how are requests assigned on Round Robin Assignment? Answer: If a user is marked as unavailable based on their Slack status (as listed above), the request is automatically assigned to the next available eligible responder in the Slack Group rotation.
What happens if a Slack Group and its members change? Answer: If a Slack Group is renamed or if its members are modified, we honor the new group members.
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