FAQs

Frequently Asked Questions about ClearFeed Requests

This section highlights the frequently asked questions about Request management. If you have any further questions, feel free to reach out at [e-mail] or via Slack.

1. When and how do ClearFeed Requests get reopened?

Ans: ClearFeed requests get reopened when there is a response on the thread from non-responders. Once reopened, the requests would then again be in the Open state.

2. Is there a terminal state of closure for ClearFeed Requests?

Ans: Currently, no Request statuses are terminal. That means the requests in Solved state can be reopened if there is a reply from any non-responder.

3. How is the priority of a request determined?

Ans: The priority of a request is determined by in-house AI systems to assign priority to requests, based on keywords used. By default, all requests are classified as Normal priority. If the request contains specific keywords - then the priority is automatically updated. More information can be found here - Request Priorities

4. Can we include attachments while replying from the ClearFeed web app?

Ans: Replying from the web app doesn't support adding attachments.

5. Why are my messages merged into a single request/ticket?

Ans: 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.

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 Advanced Collection Settings and changing the interval for the setting - CONSECUTIVE_MESSAGES_BY_SAME_AUTHOR_INTERVAL (set to 5 minutes by default for customer support use cases).

6. Why are multiple messages on a channel by the same author not being merged into a single ticket?

Ans: 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 you want to increase this interval - you can do so by going to Advanced Collection Settings and changing the interval for the setting - CONSECUTIVE_MESSAGES_BY_SAME_AUTHOR_INTERVAL (set to 0 minutes by default for Internal support use cases).