Assignment Rules

With assignment rules, you can assign incoming requests/tickets to the first responder, or use the round-robin method to distribute tickets among members in a Slack group.

Auto Assignment to First Responder

1. Navigate to the Collection where you want to enable Assignment Rules.

2. Open Settings

3. Select the Assignment Rule: Auto Assignment to the first responder

Setting up auto assignment to first responder

Round Robin Assignment

Before setting up a Round Robin assignment, configure your Slack workspace with the necessary Slack groups.

Follow this guide to learn how to create Slack Groups.

1. Navigate to the Collection where you want to enable Assignment Rules.

2. Open Settings

3. Select the Assignment Rule: Round Robin Assignment

4. Select the Slack Group and hit Save

Only members of the Slack group will be considered for the automatic assignment. In the case of Internal Helpdesk, only users designated as agents will be assigned the tickets.

Setting up Round Robin Assignment

Availability of Users

ClearFeed verifies user availability through their Slack status. Users will not be assigned requests if their Slack status is set exactly to any of the following (case insensitive):

• Out of Office

• Off Sick

• On Holiday

• DND

• OOO

FAQs

1. Can we automatically add/remove users from Slack groups based on their shifts?

Ans: While ClearFeed doesn't manage users in the Slack Group, you can use third-party apps like the Rotation App for scheduled user management. We will always use the latest set of users when assigning requests.

1. If users are marked as unavailable on Slack, how are requests assigned on Round Robin Assignment?

Ans: If a user is marked as unavailable on Slack, the request is assigned to the next available responder who is part of the Slack Group.

1. What happens if a Slack Group and its members change?

Ans: If a Slack Group is renamed or if its members are modified, we honor the new group members.