Automation Management

Manage, monitor, and troubleshoot your automations

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.

• You can select Email and Portal Collection to let the Automations act on Tickets originating from these sources.

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

Checking Automation Execution Logs

You can see the detailed execution logs for each automation, helping you track and troubleshoot how automations are behaving in real time.

Accessing the Execution Log:

To view the execution log for any automation:

• Navigate to the Automations section in the ClearFeed web app.

• Click on the 3 dots icon corresponding to the automation you want to inspect and click on "Execution Log"

Execution Log displays the history of all past executions for the selected automation

What You’ll See in the Execution Log

Each automation execution includes:

• Status of the run

• Original Request ID

• Timestamp of execution

You can:

• Click the Request ID to open the related request in a new tab.

• Click anywhere else on the row to view detailed Execution Steps along with their status.

Execution Status Types

You may see one of the following statuses for each automation run:

• Done – The automation executed successfully.

• Failed – The automation encountered an error.

• Cancelled – The execution was stopped because an invariant field was modified, the automation was disabled or deleted, or the automation trigger was updated while the request was in the wait state within the automation flow.

• Running – The automation is currently in progress.

• Skipped – The automation was skipped because the defined condition was not met.

Coming Soon

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

FAQs

1. How are Automations different from Workflows? Answer: 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. they automatically get dismissed in case the messages are replied to. 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.

   Automations, on the other hand, are more flexible and powerful when it comes to defining conditions and data routing. For example:

   • Automations support detailed conditions on standard fields (Status, Priority, Assignee, Channel, etc.) and on Custom Fields (such as an "Environment" field for production vs staging).

   • Workflows currently allow you to filter primarily by ticket/request Priority, request type, and time-based criteria, and do not support arbitrary custom-field based conditions.

   As a rule of thumb:

   • Use Automations when you need fine-grained logic (e.g., "Status = Open" after a delay, only for tickets with a specific custom field value, and then send a webhook to PagerDuty or another external system).

   • Use Workflows when you need simpler, collection-level reminders or auto-responses driven mainly by priority and timing (e.g., SLA reminders, no-response nudges, OOO replies).

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

3. Can we Clone or Delete an Automation? Answer: Yes, it is possible to clone an automation. Simply go to Automations and click on the three-dot button. It will expose the options to Clone or Delete the Automation.

   
4. Can we set Automations to trigger for our business hours? Answer: Yes, it is possible to only trigger Automations inside or outside your business hours. You can do this by: Adding a Condition and Selecting the Trigger Time option to be Inside or Outside Business Hours.

5. Can a ticket be automatically created when certain predefined keywords are detected in the request content? Answer: Yes, this can be achieved. Clearfeed automatically sets the priority to High when a request contains certain predefined keywords (Learn more here). You can then create an automation that triggers ticket creation whenever the priority is set to High. Make sure the Trigger mode is set to Manual Mode under the Collection's Ticketing Settings.