Personal Notifications

As a responder (agent), you can enable personal notifications to keep track of Open and Unsolved tasks. You can also enable notifications for new request assignments and when requests are resolved.

There are two different digests that ClearFeed sends:

  • Personal Daily Digest

    • Notify daily for Requests that are Open and Assigned to you and need a response.

  • Personal Weekly Digest

    • Notify every Monday for Requests that are Assigned to you and Unsolved since the last two weeks (excluding the most recent week):

      • After: 14 days ago

      • Before: 7 days ago

Enabling Personal Notifications

Steps to enable personal notifications are as follows:

  1. Open to the ClearFeed App on Slack.

  2. On the Home section - you should see a Personal Notifications button.

  3. Clicking on the button would allow you to choose what notifications should be delivered.

Personal Daily Digests

Daily digests serve as reminders for requests or tickets that are assigned to you and in the Open state for the last 7 days. These usually represent requests awaiting a response from the assignee.

  • Notifications are sent daily at 9:00 AM (local time) on the ClearFeed App - under the Messages section.

  • Clicking on the [number] Open requests will take you to the ClearFeed web app where these requests will be seen.

Personal Weekly Digests

Weekly digests serve as reminders for requests and tickets that are assigned to you and have been Unsolved for a period exceeding 7 days over the last 14 days.

  • Unsolved refers to requests/tickets that are in the following state: Open, In Progress, Pending, On Hold.

  • Notifications are sent weekly on Monday at 9.00 AM (local time) on the ClearFeed App - under the Messages section.

  • Clicking on the [number] requests will take you to the All Requests view on the ClearFeed web app with the filters showing the unsolved requests.

Other personal notifications

  1. When a request is auto-assigned to me

  2. When I assign a request to myself using emoji action

  3. When I mark a request as solved using an emoji action

  4. When I sync a private message from triage to the ticketing system

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