đŸ–Ĩī¸Web Application

Collection Dashboard

  • You can filter requests based on criteria such as request status, assignee, SLA breach status, time duration, and custom fields.

  • Use the filter called Requests with Tickets whenever you desire to see only tickets

  • You can click on Display on the right side of the dashboard to -

    • Group by requests by Assignee or Status

    • Add/remove columns for the list view.

  • On the Slack App DMs Collection, you can also filter the requests by Author

Request Drawer View

  • Clicking on any request will take you to a detailed view of the request

  • Send public replies and continue the conversation from this view

  • Change the assignee, modify the priority, and change the request status from this view

  • Tag Slack users on replies by adding @ and typing out their Slack handles. These users will be notified on Slack if they're tagged on replies.

  • Requests can be marked as Not a Request , which are then not tracked by ClearFeed. This means that these messages will not be shown in reports, nor have SLAs. Click here to learn more

  • Replies from the Virtual agent are shared on the web application for the agents to review and gain better context on the issue.

  • Send private replies to your team members by switching to "Internal Comment". This is similar to using 🔓emoji in triage channel before replying to a message. These messages will only be visible to the support team and will not be relayed back to request channels on Slack.

  • You can also delete the internal comments by hovering over the comment and clicking on the 3 dots to view the Delete option

Note: Attachments are not currently supported to be added when replying from the ClearFeed web application.

Clearfeed Views

Views is a dedicated section on the ClearFeed Web app that helps you view requests/tickets across all Collections. Currently, we support the following views:

  1. All Requests

    • Displays all conversations across every Collection.

  2. Your Unsolved Requests

    • Displays requests that are in Open, In Progress, Pending, and On Hold state for a particular assignee. This is useful for responders to quickly view and work on requests assigned to them that are not yet Solved or Closed.

  3. All Unsolved Requests

    • Displays all requests that are in Open, In Progress, Pending, and On Hold state for the ClearFeed account. Useful for managers to get an insight into all requests that are not yet Solved or Closed.

  4. All Pending Requests

    • Displays all requests that are Pending. Useful for managers to identify requests that require a response from the requester.

  5. Unassigned Requests

    • Displays all requests that are not yet assigned to any user. Useful to filter out unassigned requests and quickly assign agents to work on the same.

We will soon be adding the ability to add custom views.

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