Request Fields
Learn how to create Custom Fields here.
Requests on ClearFeed are queries from customers or internal users about a single topic that should be brought to closure.
Put simply, every new thread on Slack channels from a requester is a new request on ClearFeed.
Any new message that is part of the same thread is treated as a part of the same request.
Request Properties
The following are the default properties of each request.
Author - The individual who initiates the Slack message is the author of the request.
Summary - AI-generated title summary for each request
Status - Each request can have one of six different statuses: Open, In Progress, Pending, On Hold, Solved, or Closed.
Assignee - Responders who have been assigned the request
Priority - Priority of the request.
Last Message Time - The timestamp of the last message was received on a request
Created Time - The timestamp of when the request was created
All these properties can be browsed and edited from the collection dashboard and views.
If a request is converted to a ClearFeed Ticket, the ticket shares the same request properties.
Request Statuses
ClearFeed supports six different statuses out of the box.
Status | Meaning |
---|---|
Open | Pending resonse from responders |
In Progress | Has been responded by responders |
Pending | Pending response from author |
Solved | Resolved, but can be re-opened by requester msgs |
Closed | Resolved and can't be re-opened by requester msgs |
On Hold | Used when requests are converted to external tickets |
There is no support for any custom statuses on ClearFeed yet.
Following are the automatic status transitions supported on ClearFeed.
Open:
When a new request is initiated by an author it has an
Open
statusA request stays in
Open
status until there is a response from the responderIf the request is in
In-Progress
,Pending
, orSolve
status, a reply from the requester or any non-responder on the same request moves the status toOpen
Our AI can distinguish messages that signal "Thanks" or closure acknowledgments and doesn't move the status in those cases to
Open
In Progress:
The request will move to
In Progress
status fromOpen
status if there is a reply from the responder on the requestIf the emoji rules are enabled for the collection and the responder adds an 👀 without any reply on the request thread, the status will move to
In Progress
Pending:
Once a request is manually moved to
Pending
by a responder - any further response to the request from responders will keep the status asPending.
On Hold:
If the request is converted to a Ticket using an integration (e.g. Zendesk), then the request will be moved to
On Hold
statusIn case of
On Hold
status, any response from the responder will not move the ClearFeed status toOpen
Solved:
If the emoji rules are enabled for the collection and if the responder adds a check-mark emoji on the request thread in Slack, then the request status will be moved to
Solved
If a linked ticket to a request gets solved in the downstream system (e.g. Zendesk), ✅ is applied on the request thread and it will move the status of the request to
Solved
Closed:
Once a request is moved to
Closed
, any message from the requester will not re-open the request and it will stayClosed
Each request on the Triage channel and web dashboard has a corresponding color associated with it based on the status.
Requests status can be manually changed on ClearFeed through a variety of methods:
Using Emoji rules
Using
Edit
button on the Triage channelFrom the ClearFeed Web app
Below is a short demonstration of how a request status is changed from the methods mentioned:
Request Priorities
ClearFeed Requests support four different priorities.
Urgent
High
Normal
Low
Request priority can be changed via the ClearFeed Web App or by using the Edit
button on the Triage request message.
FAQs
Why are my messages merged into a single request/ticket?
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).
Why are multiple messages on a channel by the same author not being merged into a single ticket?
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).
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