Request Fields
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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.
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.
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
status
A request stays in Open
status until there is a response from the responder
If the request is in In-Progress
, Pending
, or Solve
status, a reply from the requester or any non-responder on the same request moves the status to Open
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 from Open
status if there is a reply from the responder on the request
Pending:
Once a request is manually moved to Pending
by a responder - any further response to the request from responders will keep the status as Pending.
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
status
In case of On Hold
status, any response from the responder will not move the ClearFeed status to Open
Solved:
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 stay Closed
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
Below is a short demonstration of how a request status is changed from the methods mentioned:
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.
For external support use cases, we have a Collection level setting that merges consecutive direct messages on a channel by the same author if these messages are made within 5 minutes.
For Internal use cases, we treat each direct message on a channel as a new request - that in turn creates a fresh ticket. You can however merge these direct messages into a single ticket by specifying an interval in which these messages are sent.
If the 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.
If the 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.
They can also be Closed or Re-Opened using Ticket Message posted in the Request thread if
This is done to ensure unthreaded replies are also captured in the request. If you want to reduce this interval or turn it off (by setting it to 0) - you can do so by going to and changing the interval for the setting - CONSECUTIVE_MESSAGES_BY_SAME_AUTHOR_INTERVAL (set to 5 minutes by default for customer support use cases).
If you want to increase this interval - you can do so by going to and changing the interval for the setting - CONSECUTIVE_MESSAGES_BY_SAME_AUTHOR_INTERVAL (set to 0 minutes by default for Internal support use cases).