Team Assignment

Enable Assignment of requests & tickets to Slack Groups

Team Assignment enables you to assign requests and ClearFeed tickets to groups of users, known as Teams. These Teams are essentially Slack Groups within your Slack workspace.

It is mandatory to set up Slack Groups in your workspace, as each Team within ClearFeed is directly mapped to a Slack Group. Learn more about Slack User Groups here.

Enable Team Assignment

Team Assignment can be accessed under Settings > Users and Teams.

1. Scroll down and find Team Assignment

2. Toggle Team Assignment on

3. Select your relevant Slack Groups to be considered for assignment

Enabling Team Assignment in ClearFeed

Assign from the Triage channel

1. For any request on the triage channel, click on Edit

2. Under the Select Team option, choose the team to assign this request

3. Members of the Slack user group will get a notification from ClearFeed about the request being assigned

Assign from Web Dashboard

1. On the ClearFeed web dashboard, you will see a column for Assigned Team

2. Click on the same and select the relevant team from the dropdown

3. Members of the Slack user group will get a notification from ClearFeed about the request being assigned

FAQs

1. Can we use the Assigned Team field in Forms?

Answers: Yes, the Assigned Team field will be available in ClearFeed Ticket Forms. Users can select a Team while creating the ticket or change the Assigned Team after the ticket is created.

Read more about Forms.

1. Can we use the Assigned Team field in ClearFeed Automations?

Answers: Yes - the Assigned Team field is supported as a standard field under Automations where you can use it under Triggers, Conditions, and Actions.

• Trigger: Whenever the Assigned Team is updated -> perform an Automation

• Conditions: Whenever the Assigned Team is set to a particular value -> execute the Automation

• Actions: Whenever the trigger and conditions are met -> set the Assigned Team to a particular value

Read more about Automations.

1. What happens if Team Assignment is disabled?

Answers: If Team Assignment is disabled, you can expect the following:

• Automations using the Assigned Team field will stop working.

• Forms will no longer contain the Assigned Team field under the create and edit action.