Emoji Rules

Emoji Rules let you trigger quick, predefined actions on ClearFeed requests or tickets directly from Slack making it easy to stay on top of work without leaving your conversations.

Who Can Use Emoji Rules?

• Assign (👀) and Solve (✅) actions can only be triggered by Responders in Request Channels.

• Urgent (🚨) action can be configured to work for all users or only Responders.

Where Emoji Rules Work

• Emoji Rules function only in Request Channels when applied to the initial request message.

• You can choose whether the rules are triggered by reactions on just the parent message, or by reactions anywhere in the thread.

Note: Emoji reactions in Triage Channels are not supported.

Supported Actions

Action	Emoji	Description
Assign	👀	Assigns the request to yourself
Solved	✅	Marks the request as resolved
Urgent	🚨	Sets the request priority to "Urgent"

Configure Emoji Rules

1. Open your Collection's Settings

2. Expand Emoji Rules

3. Enable the Rules of your choice and click on the edit icon to change the emoji

Pro-Tip: You can also add Custom Emojis for these actions. To do this, click the edit icon next to the emoji, then select “Add Custom Emoji” in the emoji selector popup.

Emoji Rules under Collection Settings

Emoji Settings

For each emoji that you want to enable, you can configure the settings by using the ⚙️ icon next to the Enable/Disable slider on the Emoji rules.

1. Tag Requests with Emojis: When an action is triggered, the associated emoji will be automatically added to the message in the Triage Channel. You can enable this option to also add the emoji reaction to the message in the Request Channel.

2. Apply emoji rules for (only applicable for External Product Edition):

   1. ClearFeed Requests: Emoji actions only work on ClearFeed Requests

   2. External ticketing platform: Emoji actions only work on External Tickets

   3. ClearFeed requests & external ticketing platform: Emoji actions work on both the external ticket and the associated ClearFeed Request.

3. Enable only for parent message: By default, reactions on any message in the thread will trigger the action. Enable this option to restrict the trigger to only reactions on the parent message.

Note:

• Emoji Actions for Assign and Solve are currently supported for ClearFeed Requests, ClearFeed Tickets, Jira Ticketing, ClickUp Ticketing, Intercom Ticketing, HubSpot Ticketing, Freshdesk Ticketing and Zendesk Ticketing.

• Emoji Action for Urgent is only supported for ClearFeed Requests and ClearFeed Tickets.

• Emojis for Assign, Solve and Urgent will be added to the Triage Channel message and, if selected, to the Request Channel message whenever a request is assigned.

• When ClearFeed applies emoji actions on request or triage channels, in response to actions like Assigning or Resolving requests/tickets - these emoji reactions are applied by the ClearFeed bot in Slack (and not as the user who may have performed those actions). The actual actor is still recorded correctly inside ClearFeed (i.e., will be visible in the ClearFeed web app and triage channels as ticket metadata).

Emoji actions with ClearFeed Ticketing

Implicit acknowledgement

When a Responder reacts to a customer message with any emoji that isn't mapped to an Emoji Rule (for example, :+1: or :eyes: when those aren't configured as actions), ClearFeed treats the reaction as an "agent saw this" signal and moves the request from Open (or Reopened) to In-Progress.

This applies only when:

• The reaction is added by a Responder

• The reacted message was posted by a non-Responder

• No Responder has replied to that message yet

• The request comes from a Slack channel (not from ClearFeed's native private ticketing flow or MS Teams)

Reactions that match a configured Emoji Rule (Assign, Solved, Urgent, etc.) run the configured action instead and don't trigger this implicit transition.