Response Management

There are 2 important behaviors to make a note of:

  1. All requests from request channels in a Collection will be propagated to its corresponding Triage.

  2. All responses to the request thread on the Triage will be propagated and posted on the same thread on the request channel.

Hence, Triage channel can serve as a centralized platform for managing requests across all channels belonging to the Triage's corresponding Collection(s).

Pro Tip:

  • If you are working predominantly from triage channels, we suggest you mute all request channels (and preferably leave those channels)

  • If you are using ClearFeed with an external ticketing integration, you can choose to manage your tickets directly from triage. Go through our dedicated article to know more: Ticket Management from Triage

    • Currently, we support this only for Zendesk

Triage Restrictions:

  • Only authorized agents can reply in the triage channels and the Clearfeed web app. Should a non-agent attempt to respond, they will receive an error message.

  • For external use cases, add the domain name in the responder settings to enable organization members to respond to requests on the triage channels.

  • For internal use cases, add the emails of all the agents in your organization who will be the responders in the triage channel

Request Management

When a request is created in the request channel, a corresponding message is propagated in the Triage channel. This will contain four buttons:

  • Take It - Allows you to assign requests to yourself.

  • Edit - Manage the request's Assignee, Status, Priority, and custom fields (if any).

  • Not a request - Mark the conversation as not a request.

  • More actions - Support actions like converting to a ticket (ClearFeed Ticket or External Ticketing System) or filing a task to an external tool (Engineering tools like JIRA and Github).

  • Clicking on view in #channel in the Triage message will redirect you to the source channel request.

  • Editing or deleting the request on the source channel will also be reflected on the Triage channel.

Solving and Closing ClearFeed Requests

Once a request is assigned, a Mark as solved button will be visible. This allows responder to resolve the request and change the request's status to Solved.

Once a message has been solved, the triage message will be collapsed. The triage message can be expanded and collapsed again using the Expand and Collapse buttons respectively. On expanding the request block, the following action buttons will be displayed: Reopen, Mark as Closed, More actions, Collapse.

Closing a Request

The Mark as Closed button allows users to permanently close a request. This changes the request's color code to grey, and the request block looks as below:

Note: Our current functionality does not support attachments being deleted from the Triage channel from the corresponding message on the source channel.

Marking a request as Not a request

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. Requests can be marked as not a request either through a button shown on the Triage message or via the More Actions button.

Not a request option is available in the following states independent of whether a request is assigned or not:

  • Open or Pending : Available as a button

  • In-progress or On-Hold : Available via More Actions

Not a request option is not available in the following conditions:

  • When a request is in Solved/Closed state

  • When requests have been moved to Open state after being solved

  • When a request has an end-customer visible public ticket

Internal Comments

Several times, it becomes important for the agents to discuss information regarding the request amongst themselves. To do this easily, ClearFeed allows responders to have internal comments among the team with a πŸ”’ emoji.

Sending a Slack message starting with the πŸ”’ emoji will not get transmitted over to the source customer channel. You can add any attachments as well. Any message usingπŸ”’emoji with an attachment will also not be transmitted to the source channel.

Slash Commands

ClearFeed Slash commands can be run in the triage channels. The slash commands will filter and view requests for all collections that have been set up as part of the collection. You can read more details on slash commands here.

Color code

Each request on the Triage channel has a corresponding color associated with it depending on the status of the request.

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