Reminders for Unanswered Requests

Send a reminder if the support team has not answered a new request or a follow-up

Reminders are usually alerts/notifications that can be configured to be sent on Slack. These are useful for tracking tickets/requests that are pending response from the support team.

Common use cases:

1. SLA reminders

2. Escalation reminders

3. Managers can get these alerts to track open items

Workflow showing the alert and details regarding the requester and request channel

How to set up alert notifications?

Go to Collection -> Workflows -> click on New Workflow

1. Select your workflow conditions (learn more about the conditions here).

2. Select a Timer value

   • If your SLA for first response is 60 mins - set a Timer value to < 60 mins to get an alert if a ticket is Open for that specific amount of time.

3. Select an Action:

   • DM a teammate on Slack: Choose this and select a person who would get the alert as a DM from the ClearFeed app.

   • Post a channel message: Post the alert in a dedicated Slack channel

   • Post a triage channel message: If you've configured a triage channel for the collection, the alert will be delivered to the triage channel.

   • DM Request Assignee: This would send the alert to the assignee

Note: If the Request Type is set to Only Tickets, then the workflow will be triggered only for tickets in the Open state and other states such as Pending or On Hold.

Creating a reminder for open items