Assignment Rules

Assignment Rules allow you to automatically assign incoming requests based on your support setup and team structure. This automation helps streamline your workflow and ensures requests are directed to the right people quickly. You can configure assignments to:

• Automatically assign requests to the first team member who responds.

• Distribute requests among members of a Slack group using a round-robin method.

• For integrations with external ticketing systems like Zendesk or HubSpot, assign both the ClearFeed request and the linked external ticket simultaneously to the first team member who responds.

Auto-assign to First Responder (for ClearFeed Requests and Tickets)

This rule automatically assigns the ClearFeed request to the first team member who takes an action on the request within Slack, such as replying to the initial message or reacting to it. Follow the steps to enable:

• Navigate to the Collection where you want to enable or modify assignment rules.

• Open Settings for that Collection.

• Select Assignment Rules.

• Select the assignment rule: Auto-assign to the first responder.

• Click Save.

Setting up auto assignment to first responder

Auto-assign to First Responder (for Tickets in Zendesk, Salesforce, HubSpot)

Note:

• This section only applicable when Ticketing is enabled and has been set to Zendesk, Salesforce or HubSpot in the Collection settings.

• If the ticket is already assigned to some agent on Zendesk/HubSpot/Salesforce at the time of the first response on Slack, no assignment will be performed by ClearFeed.

When this rule is enabled, the first team member who interacts with the request in Slack will be automatically assigned both the ClearFeed request and the linked Zendesk, HubSpot or Salesforce ticket. Follow the below steps to enable:

• Navigate to the Collection where you want to enable or modify assignment rules.

• Open Settings for that Collection.

• Select Assignment Rules.

• Select the assignment rule: Auto-assign to the first responder for ClearFeed requests and external tickets.

• Click Save.

Setting up assignment to First responder for CR Requests & Zendesk/HubSpot Tickets

Round Robin Assignment

Prerequisite: Before setting up a Round Robin assignment, configure your Slack workspace with the necessary Slack groups. Follow this guide to learn how to create Slack Groups.

The Round Robin assignment rule distributes incoming requests evenly among members of a designated Slack group. ClearFeed cycles through the members of the group, assigning each new request to the next available person in the sequence. Follow the below steps to enable:

• Navigate to the Collection where you want to enable or modify assignment rules.

• Open Settings for that Collection.

• Select Assignment Rules.

• Select the assignment rule: Round Robin Assignment.

• Select the desired Slack Group from the dropdown menu.

• Click Save.

Setting up Round Robin Assignment

Important Notes for Round Robin:

• Group Membership: Only members of the selected Slack group will be considered for automatic assignment.

• Internal Helpdesk: In the case of an Internal Helpdesk Collection, only users designated as agents within ClearFeed will be assigned tickets via Round Robin, even if the Slack group contains non-agents.

• Self-Assignment Skip: When an agent creates a request and is scheduled to be the next assignee according to the round robin sequence, they will be automatically skipped. The system will instead assign the request to the next eligible agent in the rotation to prevent self-assignment by the requestor.

Availability of Users

ClearFeed checks the agents' Slack status to see if the agent is available before assigning requests in Round Robin.

Default Unavailability Statuses

If users' Slack status is set to any of these (case-insensitive), ClearFeed will skip the agent in the assignment sequence:

• Out of Office

• Off Sick

• On Holiday

• DND

• OOO

In this case, the request is passed to the next available teammate in the configured Slack Group.

Custom Unavailability Statuses

You can also define your own custom Slack statuses that ClearFeed will treat as “unavailable.”

For example, you might use:

• In a Meeting

• Traveling

This gives you more flexibility and control over when you’re included in request assignment.

Set Custom Unavailability Statuses

1. Go to Collection > Settings > Assignment Rules.

2. Set the assignment rule to Round Robin.

3. In the Unavailability Status input, you can:

   • Add new custom statuses

   • Remove default statuses that don’t apply to your team

   

FAQs

1. Can we automatically add/remove users from Slack groups based on their shifts? Answer: While ClearFeed doesn't directly manage users within a Slack Group, you can use third-party apps like the Rotation App for scheduled user management in Slack. ClearFeed will always use the latest set of users present in the Slack Group at the time of assignment.\

2. If users are marked as unavailable on Slack, how are requests assigned on Round Robin Assignment? Answer: If a user is marked as unavailable based on their Slack status (as listed above), the request is automatically assigned to the next available eligible responder in the Slack Group rotation.\

3. What happens if a Slack Group and its members change? Answer: If a Slack Group is renamed or if its members are modified, we honor the new group members.