Triage Notifications
What are Triage Notifications?
Triage notifications can be used to remind team members (responders) about Open and Unsolved items with an added note of what items were of High priority. There are two different digests that ClearFeed sends:
Notify daily for Requests that are 'Open' and need a response.
Notify every Monday for unsolved Requests from the last month until the most recent week.
If you have set business days/hours, digests will only be sent on working days.
Enabling Daily & Weekly digests on Triage
Steps to enable notifications for a particular triage channel are as follows:
Navigate to Settings -> Triage (https://web.clearfeed.app/settings/triage)
Scroll to find the triage channel of interest and click on
Edit.Find the Notifications section - check mark the digests you'd like to receive.
Daily Digests on the Triage channel
Daily digests serve as reminders for requests or tickets Open for the last 7 days. These usually represent requests awaiting a response from the responder team.
Notifications are sent daily at 9:00 AM (local time) on the triage channel.
Clicking on Acknowledge lets the members of the triage channel know who has acknowledged the digest.
Clicking on the [number] Open requests will take you to the ClearFeed web app where these requests will be seen.
Weekly Digests on the Triage channel
Weekly digests serve as reminders for requests and tickets that have been Unsolved for a period exceeding 7 days over the last 30 days until the most recent full week.
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 triage channel.
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.
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