Digests
Learn how can ClearFeed's Notifications can be used by your team to stay on top of unanswered tickets
Last updated
Learn how can ClearFeed's Notifications can be used by your team to stay on top of unanswered tickets
Last updated
Notifications help you and your team get daily and weekly digests that contain a list of Open and Unsolved items. These are particularly helpful in getting a view of tickets pending a response. These notifications are delivered in what is called a digest.
Daily Digest: Provides reminders about requests remaining in an Open from the last 7 days.
Triage Weekly Digest: Highlights Unsolved requests from the last month up until the most recent week:
After: 30 days ago
Before: 7 days ago
Personal Weekly Digest: Highlights Unsolved requests from the last two weeks, but excludes the most recent week:
After: 14 days ago
Before: 7 days ago
Triage notifications can be used to remind team members (responders) about Open and Unsolved items with an added note of what items were of High priority. There are two different digests that ClearFeed sends:
Notify daily for Requests that are 'Open' and need a response.
Notify every Monday for unsolved Requests from the last month until the most recent week.
If you have set business days/hours, digests will only be sent on working days.
Steps to enable notifications for a particular triage channel are as follows:
Navigate to Settings -> Triage (https://web.clearfeed.app/settings/triage)
Scroll to find the triage channel of interest and click on Edit.
Find the Notifications section - check mark the digests you'd like to receive.
Daily digests serve as reminders for requests or tickets Open for the last 7 days. These usually represent requests awaiting a response from the responder team.
Notifications are sent daily at 9:00 AM (local time) on the triage channel.
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 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.
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.
As a responder (agent), you can enable personal notifications to keep track of Open and Unsolved tasks. You can also enable notifications for new request assignments and when requests are resolved.
There are two different digests that ClearFeed sends:
Notify daily for Requests that are Open and Assigned to you and need a response.
Notify every Monday for Requests that are Assigned to you and Unsolved since the last two weeks (excluding the most recent week):
After: 14 days ago
Before: 7 days ago
Steps to enable personal notifications are as follows:
Open to the ClearFeed App on Slack.
On the Home section - you should see a Personal Notifications button.
Clicking on the button would allow you to choose what notifications should be delivered.
Daily digests serve as reminders for requests or tickets that are assigned to you and in the Open state for the last 7 days. These usually represent requests awaiting a response from the assignee.
Notifications are sent daily at 9:00 AM (local time) on the ClearFeed App - under the Messages section.
Clicking on the [number] Open requests will take you to the ClearFeed web app where these requests will be seen.
Weekly digests serve as reminders for requests and tickets that are assigned to you and have been Unsolved for a period exceeding 7 days over the last 14 days.
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 ClearFeed App - under the Messages section.
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.
When a request is auto-assigned to me
When I assign a request to myself using emoji action
When I mark a request as solved using an emoji action
When I sync a private message from triage to the ticketing system
