Creating requests

This section covers all the ways you can create requests in ClearFeed to track and manage interactions across different channels and platforms.

Overview

ClearFeed provides multiple methods for creating requests to ensure no customer issue goes untracked, whether it originates in Slack, external channels, or proactive outreach:

• From Slack Channels - Automatic and manual request creation from monitored Slack channels

• From Triage Channel - Proactive request creation using the /cf-start-thread command

• From ClearFeed WebApp - Create requests directly from the ClearFeed WebApp

• From Slack Workflows - Collect details in a Slack workflow form and post them as a message that ClearFeed turns into a request

Key Features Across All Methods

• Unified Tracking: All requests appear in your Triage Channel regardless of creation method.

• Customer Visibility: Requests appear in appropriate Slack channels where customers can respond.

• Flexible Assignment: Set status, priority, and assignee during or after creation.

• Conversation Threading: Replies and follow-ups maintain request context.

• SLA Tracking: Response time measurement begins with request creation and first customer interaction.

Choose the creation method that best fits your workflow and customer interaction patterns.

FAQs

1. Why are Slack Messages not appearing as Requests in the ClearFeed Web Dashboard? Answer: Several factors can prevent messages from appearing as Requests in the Web Dashboard:

   • Unmonitored Channels: If a message is posted in a channel that isn't being monitored by ClearFeed (ie. channel hasn't been added to a Collection in ClearFeed), messages posted here will not be tracked as Requests. Learn how to add channels to a Collection.

   • Bot Messages: Bot messages may not be converted to requests unless whitelisted in ClearFeed. Learn how to whitelist bots.

   • Nature of Message: Certain types of 'ignorable' user messages (composed purely of greetings, acknowledgements or appreciation) may not trigger request creation by default (since these do not require a response). Learn more about AI filtering.

   • Message Eligibility: Very commonly, only messages from non-responders (typically customers or end-users) can create requests. Messages from responders (agents) usually don't create requests. You can check this configuration in Collection Settings → Responders by turning on "Create Requests from Responder Messages in Request Channel". Refer here for more info.

   • Historical Messages: If a message was posted before the channel was added to a Collection in ClearFeed, it will not be tracked as a Request. To force convert historical messages into requests, react to the parent message with the 📌 pushpin emoji.

   • Announcements: Announcements, by themselves, do not create requests. However, a non-ignorable reply to an announcement, should convert it into a request.

   • Dashboard Filters: Active filters in the Web Dashboard (e.g., date range or request status) may be hiding requests from view. Check and adjust your filters to ensure the expected requests are displayed. Learn about filtering requests in the Web Dashboard.