Request Fields
Requests on ClearFeed are queries from customers or internal users about a single topic that should be brought to closure.
Put simply, every new thread on Slack channels from a requester is a new request on ClearFeed.
Any new message that is part of the same thread is treated as a part of the same request.
Request Properties
The following are the default properties of each request.
Author - The individual who initiates the Slack message is the author of the request.
Title - AI-generated title for each request. You can edit the Title of the request from WebApp whenever required.
Summary - AI-generated summary for each request.
Status - Each request can have one of six different statuses: Open, In Progress, Pending, On Hold, Solved, or Closed.
Assignee - Responders who have been assigned the request
Priority - Priority of the request.
Last Message Time - The timestamp of the last message was received on a request
Created Time - The timestamp of when the request was created
All these properties can be browsed and edited from the collection dashboard and views.
Request Statuses
ClearFeed supports six different statuses out of the box.
Open
Pending resonse from responders
In Progress
Has been responded by responders
Pending
Pending response from author
Solved
Resolved, but can be re-opened by requester msgs
Closed
Resolved and can't be re-opened by requester msgs
On Hold
Used when requests are converted to external tickets
Following are the automatic status transitions supported on ClearFeed.
Open:
When a new request is initiated by an author it has an
Open
statusA request stays in
Open
status until there is a response from the responderIf the request is in
In-Progress
,Pending
, orSolve
status, a reply from the requester or any non-responder on the same request moves the status toOpen
Our AI can distinguish messages that signal "Thanks" or closure acknowledgments and doesn't move the status in those cases to
Open
In Progress:
The request will move to
In Progress
status fromOpen
status if there is a reply from the responder on the requestIf the emoji rules are enabled for the collection and the responder adds an 👀 without any reply on the request thread, the status will move to
In Progress
. Note that emojis trigger state transitions only when applied in the Request Channel - they do not work from the Triage channel.
Pending:
Once a request is manually moved to
Pending
by a responder - any further response to the request from responders will keep the status asPending.
On Hold:
If the request is converted to a Ticket using an integration (e.g. Zendesk), then the request will be moved to
On Hold
statusIn case of
On Hold
status, any response from the responder will not move the ClearFeed status toOpen
Solved:
If the emoji rules are enabled for the collection and if the responder adds a check-mark emoji on the request thread in Slack, then the request status will be moved to
Solved
. Note that emojis trigger state transitions only when applied in the Request Channel - they do not work from the Triage channel.If a linked ticket to a request gets solved in the downstream system (e.g. Zendesk), ✅ is applied on the request thread and it will move the status of the request to
Solved
Closed:
Once a request is moved to
Closed
, any message from the requester will not re-open the request and it will stayClosed
Each request on the Triage channel and web dashboard has a corresponding color associated with it based on the status.
Requests status can be manually changed on ClearFeed through a variety of methods:
Using Emojis on the Request channel (if Emoji rules are enabled for the Collection)
Using
Edit
button on the Triage Channel (Note Emojis cannot be used in Triage channel)From the ClearFeed Web app
They can also be Closed or Re-Opened using Ticket Message posted in the Request thread if they are converted into Tickets
Below is a short demonstration of how a request status is changed from the methods mentioned:
Request Priorities
ClearFeed Requests support four different priorities.
Urgent
High
Normal
Low
Request priority can be changed via the ClearFeed Web App or by using the Edit
button on the Triage request message.
FAQs
Why are my messages merged into a single request/ticket? Answer: We have AI-based Merging and Rule based merging that may be causing the meesages to be merged into a single request/ticket. Learn more here.
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