Glossary

ClearFeed Terminologies to get you started

Core Concepts

• Request - Incoming support query from a requestor.

• Ticket - Request that has an external ID and status shared with the requestor.

• Responder - Member of the support team as defined in the collection.

• Requestor / Author - Slack user who raises a request and is not a responder

• Non-Responder - Users who are not designated as support agents/responders, typically customers or requesters who can submit requests but not respond to them.

• Request Channel - Slack channels where requesters ask queries

• Collection - Set of specific channels that have similar settings (workflows, responders, ticketing configurations, etc.) and are linked to the same triage channel. Collections are organized by source including Slack Channels, Email, API, Portal, Web Chat, DM, or MS Teams.

• Triage Channel - Slack channel that collates together requests from all channels in the collections to which it's attached

• Owner - Primary individual responsible for the Slack channel

• Status - Status of a request or ticket. ClearFeed only supports 4 default statuses - Open, In Progress, On Hold, and Solved.

• Priority - Criticality of the request based on its impact. ClearFeed supports two priorities currently, High and Low.

• Assignee - Responder who owns driving the request to closure

• Linked Tickets - External Ticket IDs created against a request on ClearFeed

• SLA Policy - Target service times set to ensure that requests are responded to or resolved at those policies.

• SLA Breach - Violation in SLA Policy.

Features & Functionality

• Workflows - Automated rules consisting of Conditions → Timer → Actions that trigger specific behaviors when requests/tickets meet certain criteria (e.g., escalation reminders, auto-responses, notifications to external webhooks).

• Automations - Advanced automation rules with four components (Trigger, Conditions, Delay, Actions) that reduce manual work by automatically escalating requests, setting fields, sending messages, or triggering external actions.

• Forms - Configurable ticket creation and editing interfaces with customizable fields, including Create Forms (for ticket creation) and Edit Forms (for post-creation modifications).

• Approval Workflows - Structured decision-making processes for ticket requests requiring approvals (e.g., expense sign-offs, IT requests), featuring intake forms, routing rules, and multi-stage approver chains.

• Intake Form - Form used in Approval Workflows that defines when the approval process begins and specifies non-editable fields once approval starts.

• Assignment Rules - Automated rules that determine how incoming requests are assigned to team members, including auto-assignment to first responder or round-robin distribution among Slack groups.

• First Responder - The first team member who takes action on a request (replies or reacts), used in auto-assignment rules.

• Round Robin Assignment - Assignment method that distributes incoming requests evenly among members of a Slack group, cycling through members and skipping unavailable users based on Slack status.

• AI Fields (Auto-Categories) - Intelligent, AI-powered fields that automatically extract and populate information from conversations, including System-Defined fields (Auto-Category, Auto-CSAT, Auto-Emotion) and Custom Field-Based AI Fields.

• Auto-Category - System-defined AI field that automatically classifies requests into categories: Feature Requests, Bug, How to Question, Problem Report, or general Requests.

• Auto-CSAT - System-defined AI field predicting customer satisfaction dynamically as conversation evolves: Very Positive, Positive, Neutral, Negative, or Very Negative.

• Auto-Emotion - System-defined AI field representing overall sentiment detected in conversation: Positive, Neutral, or Negative.

• Custom Fields - User-defined properties added to requests and tickets beyond standard fields, supporting types including Single Select, Multi Select, Text, Number, Date, and User Select.

• Views - Filtered perspectives of requests/tickets organized into "My Views" (personal) and "Team's Views" (shared), including both Standard Views and Custom Views with saved filter criteria.

• CSAT Survey - Customer Satisfaction surveys automatically sent when requests/tickets move to Solved state, available as Emoji Rating (5-point) or Thumbs Up/Down (2-point) formats.

• Digests - Periodic summary reports delivered via Slack and email, including Triage Digests (daily/weekly), Personal Digests (individual assignments), and Account Digests (workspace-wide activity).

• Emoji Rules - Quick actions triggered by emoji reactions on request messages in Slack, including Assign (👀), Solved (✅), and Urgent (🚨) actions.

• Quick Replies - Reusable text templates that can be quickly inserted into conversations from both the ClearFeed web app and Slack triage channels.

• Participants - Non-agent users added to specific requests for collaboration without being added to the Triage channel or granted full agent access.

• Tasks - Work items escalated from support Requests/Tickets to engineering/task management systems (Jira, Linear, Asana, GitHub, ClickUp) while maintaining SLA tracking in ClearFeed.

• Blocker Tasks - Tasks marked as critical dependencies that prevent a ticket from being marked as Closed or Solved until the blocker task is completed.

• Team Assignment - Feature enabling assignment of requests/tickets to Slack Groups (called Teams), where all group members receive notifications about assigned work.

• Welcome Messages - Automated greeting messages sent to new customers when they join a request channel or when a new channel is added to a collection.

• Announcements - Broadcast messages sent across multiple Slack channels simultaneously, commonly used for release notes, downtime notices, or general updates.

• Merging (Rule-Based & AI-Based) - Automatic grouping of related messages into single requests based on deterministic rules or AI context detection, with AI-Based Merging understanding pronoun references, urgency, and follow-ups.

• Request Splitting - Manual separation of unrelated messages that were automatically merged, allowing agents to create distinct requests for independent tracking.

• Activity Logs - Record of important account events, currently capturing email ticketing activity including processed emails, rejected emails, and error tracking.

• Auto Responses - Automated replies sent on Slack when requests/tickets are created, including use cases like acknowledgment messages and out-of-office replies for after-hours requests.

• Commitments - AI-detected promises made by responders in messages (e.g., "I'll get back to you"), automatically tracked with 24-hour reminder workflows.

• Webhook - HTTP POST request sent to external systems containing request/ticket data with JSON payload, used for integrations with Zapier and custom APIs.

AI & Knowledge Management

• AI Agents - Intelligent assistants operating in Slack that provide answers from Knowledge Sources, take actions in integrated tools, and can be configured at the Collection level.

• Virtual Agent - AI Agent mode that delivers real-time, automated responses directly to customers in request channels by pulling answers from configured knowledge sources.

• Agent Assistant - AI Agent mode operating in Triage Channels that provides AI-generated draft responses for agents to review, refine, and post to customers.

• ClearBot Assist - Triage channel feature providing quick access to AI Agents, thread summarization, previous request history, and quick replies via a dedicated button.

• Knowledge Sources - Public or private documentation that AI Agents reference for answering questions, including Public Knowledge Sources (HTML websites, Site Search) and Private Knowledge Sources (Confluence, Notion, Google Drive, Slack Channels, etc.).

• Private Knowledge Sources - Restricted internal documentation including SOPs, training content, and company policies from sources like Confluence, Google Docs, Notion, Coda, Slack Channels, and Zendesk.

• Public Knowledge Sources - Externally accessible documentation including FAQs, product docs, and troubleshooting guides from public websites and blogs.

• AI Pack - Add-on feature ($20/month for Starter plans) that unlocks AI Agents, Knowledge Sources, and AI-powered Automations; included free in Professional and Enterprise plans.

• Auto-fill Fields - Automation action using AI to automatically extract or generate values and save them to Custom Fields or Automation Variables based on configured prompts.

• Automation Variables - Variables created by Auto-fill Fields action that store AI-extracted values (text or number) for use in subsequent automation conditions or actions.

• Invariance Settings - Automation configuration specifying which fields to monitor during delay periods to determine if automation should be canceled based on field changes.

• Invoke AI Agent - Automation action using AI Agent to generate structured responses or respond to requests by retrieving information from Knowledge Sources.

• Bot Interactions - Ability to tag @clearfeed to invoke AI Agents to take actions in configured integrations (Jira, HubSpot, Okta, etc.).

Configuration & Setup

• Business Schedule - Working hours configuration at the Collection level used for SLA calculations and automation conditions (inside/outside business hours).

• Trigger Mode - Configuration determining how tickets are created: Automatic (every message creates ticket) or Manual (emoji/button click required).

• Product Edition - ClearFeed configuration tier determining available features: External Helpdesk (customer support), Internal Helpdesk (employee support), or Integrations Only (external ticketing systems).

• Customer Portal - Self-service web interface where customers can file tickets, track status, and respond to support conversations using Google, Microsoft, or magic link authentication.

• Web Chat Widget - Embeddable chat interface for websites connecting users with support teams via Slack, with customizable appearance and user identification.

• Email Collection - Dedicated Collection type for storing and managing email tickets from configured support email addresses with bi-directional Slack sync.

• White-labeling - Customization feature allowing replacement of ClearFeed app name and logo with organization's branding in Slack messages, workflows, and automated responses.

• Customer Object - Structured representation of a customer containing Customer Name, Slack Channels, and Email Domains, available only in External Helpdesk Product Edition.

• Verification Status - Customer object property indicating whether customer has been validated; unverified customers cannot access the Customer Portal.

• SAML SSO - Single Sign-On authentication using Security Assertion Markup Language protocol, allowing users to authenticate via their identity providers to access ClearFeed.

• Magic Link - Email-based authentication method that sends users a sign-in link without requiring a password.

• Screens - Form configuration section customizing ticket message visibility, field display, and action buttons (Mark as Solved, Edit Ticket) shown to requesters.

• Field Properties - Form field configurations including Non-responder Field Label, Placeholder Text, Hint Text, Default Values, Hidden Fields, Permissions, and Required status.

• Editable By - Form field permission setting determining whether field can be filled by "All users" or "Only responders."

Reporting & Analytics

• Scheduled Reports - Automated delivery of Custom View data as CSV files to Slack channels on daily, weekly, or monthly schedules.

• Interaction Metrics - Analytics for Announcements tracking channels reached, emoji reactions, and customer replies with user-level detail.

• Execution Logs - Detailed records of automation runs showing status (Done, Failed, Cancelled, Running, Skipped), execution steps, and error details.

• Triage Digests - Daily (9 AM, last 7 days open requests) and Weekly (Monday 9 AM, unsolved 7-30 days old) summaries delivered to triage channels.

• Personal Digests - Daily and Weekly DMs from ClearFeed App listing requests assigned to individual responders (7-day open and 7-14 day unsolved respectively).

• Account Digests - Weekly summaries (Monday via email/Slack) of workspace activity including SLA performance, request volumes, AI usage, and active channels.

Integration Actions

• Okta Actions - Automation actions for user lifecycle operations including Reset Password, Suspend/Unsuspend User, Activate/Deactivate User, and Delete User.

• HubSpot Actions - Automation actions for CRM operations including Create Task, Create Contact, Create Deal, and Add Notes to Deals/Contacts/Companies.

Billing & Data Management

• Data Retention - Account-level setting determining how long historical data (activity logs, etc.) is stored before automatic deletion (e.g., 30 days for activity logs).

• Pricing Model - Billing structure either Agent-Based (charged per responder) or Usage-Based (charged per tickets/channels, whichever higher).

• Trial Period - 14-day free access to Professional Plan features, after which data is retained for 14 additional days before account deletion unless upgraded.