Automations

Automated actions that get activated based on specific triggers & conditions

Using automation, you can activate a few actions when certain events are triggered on ClearFeed Requests or Tickets. Each automation on ClearFeed has 4 components:

Component	Meaning
Trigger	This decides when the automation is activated
Conditions (Optinal)	Conditions at the time of trigger that should be satisfied
Delay (Optional)	Wait duration after trigger before the actions should kick-in
Actions	Activities that should happen after a successful trigger

Example Use Cases:

• If Request / Ticket Status = Solved for 48 hours, move Staus to Closed

• If Request / Ticket Status = Pending for 24 hours, post an internal comment reminding you to follow up.

• If Request / Ticket Priority = <Value>, send a Slack notification to another Slack channel

• If a specific Form on a Ticket is filled, send a notification with Ticket details to another channel

• If a custom field is updated to <value>, assign the request/ticket to a specific user

Create an Automation

Navigate to Automations from the left nav bar and click on Create Automation to get started.

• Name your automation and proceed to create the workflow using the steps given below:

Select Trigger

This decides when the automation is activated.

1. Choose Trigger Category

   • Request: Works on all requests

   • Ticket: Works on ClearFeed Tickets

2. Choose IF

   1. Fields (Status, Priority, Assignee, Custom Fields) are updated

   2. Request / ClearFeed Ticket is created

Selecting the Trigger

Set Conditions

Only when all the conditions are met is the automation to move to action.

Adding a condition is optional

• Select IF a field (Status, Priority, Assignee, Custom Fields) is set to a particular value.

• You can add multiple conditions.

• Only one value of condition can be added per field.

Choose Delay

• Add a delay (in Days, Hours, and Minutes) to wait for a set amount of time before executing actions. By default, the delay will be set to zero.

• Delay Behavior:

  • For Status triggers: Action occurs only if Status remains unchanged during the delay.

  • For other property triggers: Action proceeds after the delay, even if the triggering property changes during the delay period.

  • For create trigger: Action occurs post the delay if the conditions are satisfied at the time of request / ticket creation

Choose Action

Once the automation is triggered and the conditions are met, the action you define is executed.

1. Request / Ticket Fields: Set a field (Status, Priority, Assignee, Custom Fields) to a particular value.

2. Send a Message: Format your message and send it to any of the following places

   • To Slack Channel

   • To the Triage Channel

   • To a teammate via the ClearFeed Slack App

   • As a public reply on request/ticket

   • As an internal comment on the request/ticket

   • To assignee on ClearFeed Slack App

Map Collections

Use the button Map Collections to choose the Collection that should use the Automation and click on the toggle to enable the automation.

The Actions are completed only when an automation is mapped to at least one Collection

Coming Soon:

• Webhook Actions - Send ClearFeed Request payload on different trigger events to an endpoint

• Multiple values in individual condition fields ("One Of") + "OR" Conditions

• Ability to add request/ticket parameters in messages action

• More Trigger Events - Eg. External Webhooks, APIs.

FAQs

1. How are Automations different from Workflows?

Workflows are special cases of automation that are designed to solve the following use cases:

• Escalation notifications to specific users/teams in case of no response to users - After sending a notification, workflows also manage the state of the triggered notification. Eg. there automatically get dismissed in case the messages are replied. This is not the case with notifications triggered via automation.

• Automated reply on request or ticket creation. These messages can be dismissed by users on Slack.

2. How does ClearFeed check for invariance of triggers and conditions during the delay period in automations?

Ans: During the delay period in automation, ClearFeed checks for the invariance of the "status" property only. For all other properties defined in the automation, the trigger and conditions are evaluated only at the time of the initial trigger. This means that changes to properties other than "status" during the delay period do not affect the automation's execution.