🔀Workflows

Workflows and its uses

ClearFeed workflows trigger notifications based on events such as creating a new ticket or a follow-up on a ticket. These notifications help agents adhere to SLAs by reminding them if requests are unanswered.

This section will help you understand the different workflow parameters and highlight some common use cases of workflows

Understand the workflows in detail:

• Setup Workflow

• Workflow Parameters

Quickly create a workflow for the mentioned use cases:

• Reminders for unanswered (open) requests/tickets

• Sending automated Out-of-Office (OOO) replies

Common use cases for ClearFeed Workflows:

• Escalation reminders can be set up for unresponsive requests after a certain duration.

• Notify managers about SLA breaches

• Send automatic out-of-office messages for after-hours requests.

• For new requests or follow-ups, notifications can be sent to external webhooks (e.g., another Slack workspace).

• Trigger PagerDuty alerts for high-priority unanswered requests

Setup Workflows

Workflows are configured at a Collection level. Go to your Collection -> Select Workflows from the navigation menu at the top. Click on Add workflows to this collection to start creating a workflow.

If you already have workflows configured for your Collection - you should see a New Workflow button on the top-right corner.

Workflow section in a Collection when no workflows are configured

Workflow Parameters

Workflow consists of Conditions -> Timer -> Actions. For any request/ticket that satisfies the conditions, ClearFeed waits for the specified timer and then proceeds with the Action.

1. Conditions:

   • Trigger for:

     • All Requests - Workflow triggers on all requests

     • Only Tickets - Workflow triggers only on requests that are converted into a ticket

   • Priority: All, Urgent, High, Normal, Low

   • Request Types:

     • All: Workflow triggers on new requests and follow up comments

     • New: Workflow triggers only for new requests

     • Follow Up: Workflow triggers only for follow up comments

   • Request created during: Any Time or Outside Business Hours

2. Set a Timer: Workflow triggers after the amount of time specified.

3. Actions:

   • DM teammate on Slack

   • Post a channel message

   • Post a triage channel message

   • Webhook (Send an HTTP POST request to an external webhook)

   • Respond to the ticket with a message

   • DM the request assignee on Slack

Managing Workflows

You can Enable/Disable, Edit, and, Delete a workflow by hovering over the created workflow and accessing the toggle and buttons as shown below:

Enable/Disable, Edit, or Delete a workflow