Digests
Learn how can your team stay on top of unanswered tickets
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Learn how can your team stay on top of unanswered tickets
Last updated
Was this helpful?
ClearFeed provides comprehensive digests that help you and your team stay informed about open tickets, performance metrics, and activity trends. These digests are delivered via Slack and email at different intervals to provide timely information.
ClearFeed offers several types of digests to meet different needs:
Triage digests help team members track open and unsolved requests in the Triage.
Daily Triage Digest - Daily digests serve as reminders for requests or tickets Open for the last 7 days and is directly sent to your triage channel at 9:00 AM (local time), serving as an essential reminder system for your team to address pending requests awaiting response.
Clicking on Acknowledge lets the members of the triage channel know who has acknowledged the digest.
Clicking on the [number] Open requests will take you to the ClearFeed web app where these requests will be seen.
Weekly Triage Digest - Weekly digests serve as reminders for requests and tickets that have been Unsolved for a period exceeding 7 days over the last 30 days until the most recent full week i.e. unresolved requests from 30 days ago to 7 days ago
Unsolved refers to requests/tickets that are in the following state: Open, In Progress, Pending, On Hold.
Notifications are sent weekly on Monday at 9.00 AM (local time) on the triage channel.
Clicking on the [number] requests will take you to the All Requests view on the ClearFeed web app with the filters showing the unsolved requests.
Personal digests help individual responders track their assigned tasks.
Personal Daily Digest - The Personal Daily Digest arrives as a DM through ClearFeed App at 9:00 AM each day, providing a focused list of requests assigned specifically to you that remain in 'Open' state from the past week, ensuring you never lose track of conversations awaiting your response.
Personal Weekly Digest - You'll receive a Personal Weekly Digest, every Monday at 9:00 AM as a DM through the ClearFeed App that highlights requests assigned to you and have remained unsolved for the period between 14 and 7 days ago, helping you identify and prioritize older tasks that require your attention.
Account Digests concisely summarizes your ClearFeed workspace's activity over the past week.
It includes insights such as SLA performance, activity (number of requests submitted, unresolved requests, active channels), and AI usage (e.g., GPT-powered requests).
Additionally, it highlights key trends, such as changes in activity levels, and monitors channels being tracked.
Example Weekly Digest
Response Time Summary
📌 0 out of 34 requests (0%) breached the First Response SLA.
📌 16 mins was the Average First Response Time for the week (49.7% down from last week).
📌 1 hour 11 mins was the Average Response Time for the week (81% down from last week).
Activity Summary
📌 Your customers submitted 34 requests last week (183.3% up from last week).
📌 5 of 34 requests are unsolved from this week.
📌 There were 3 ClearFeed tickets created from these requests.
📌 They were active on Slack and Email.
📌 They made 31 requests on Slack and 3 requests on non-Slack mediums.
📌 Most active channels for this week were clearfeed-x, support-email-channel and clearfeed-y.
GPT Powered Answers Summary
📌 There were 38 GPT requests made last week (123.5% up from last week) .
Admin Summary
📌 There are total 406 Slack channels monitored on your account.
Check for steps to enable notifications for a particular triage channel.
You can configure your Personal Digest via the ClearFeed App on Slack. Click for detailed instructions.
Individual users can enable or disable Email Digests through their personal settings.
Account Admins can specify which Slack channel receives the Digest for the entire organization.
