Managing support requests often involves repetitive tasks like ticket assignments, follow-ups, and issue escalations. These routine processes can bog down teams, leading to delays, inefficiencies, and potential errors. Handling these tasks manually becomes time-consuming, detracting from more critical, value-driven work.

To address this, we are excited to introduce ClearFeed’s Automations feature. By automating routine workflows, service teams can streamline ticket management, resolve issues faster, and focus on more impactful work.

Let’s dive deep into how to use Automations to improve your workflows and boost support efficiency. 

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Practical Use Cases of Automations

ClearFeed Automations feature helps reduce manual tasks and ensure smooth ticket handling across various scenarios. Here are some key ways teams can leverage Automations to improve their workflow. 

• Auto-Close Solved Tickets: Automatically close tickets marked as "Solved" for a set period, ensuring no ticket remains unresolved. Example: If a ticket is "Solved" for 48 hours, change its status to "Closed."
• ‍Reminders for Pending Tickets: Send reminders when tickets stay in "Pending" status too long to prompt action. Example: If a ticket is "Pending" for 24 hours, send a reminder to the agent.‍
• Channel-Based Ticket Routing: Automatically route tickets from specific channels to the correct teams for faster resolution. Example: If a ticket is created in a priority channel, assign it to a dedicated team.
• ‍Webhook Integration: Send ticket details to external tools automatically when a new request is created. Example: If a ticket is created, send its details to a CRM via webhook.
• ‍Automatic Feedback Requests: Trigger customer feedback requests when a ticket is resolved, improving insights. Example: If a ticket is marked "Solved," send a feedback request to the customer.
• ‍Internal Status Change Alerts: Notify team members when important ticket statuses change to ensure prompt action. Example: If a ticket status changes, send a notification to the relevant team.

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How Automations Work

ClearFeed Automations consists of four main components: Triggers, Conditions, Delays, and Actions. These elements work together to automate tasks, reducing manual effort and improving efficiency. Here’s how it works:

1. Triggers

Automations begin with a trigger - an event that activates the workflow. You can choose from multiple triggers such as:

• Request Creation: The automation activates whenever a new request is created.
• Request Update: Trigger automations based on changes to ticket fields like status, priority, or assignee.
• Ticket Creation and Updates: Automate workflows for any updates made to ClearFeed tickets.

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2. Conditions

After a trigger is activated, Conditions act as filters that ensure automations only apply to the right tickets or requests. For example, you can configure conditions such as:

• Status: Automate actions only for tickets with specific statuses like “Pending” or “Solved.”
• Priority: Ensure that the automation only affects high-priority tickets.
• Custom Fields: Create conditions based on custom fields relevant to your workflow, such as tags or labels.

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3. Delays

Delays allow you to control the timing of an action. For example, you can set a 24-hour delay before marking a ticket as closed after it has been marked as “Solved.” You can also specify behavior during the delay:

• Status Triggers: If the status changes during the delay, the action won't proceed.
• Other Properties: For non-status fields, the automation will still execute after the delay even if the triggering property changes.

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4. Actions

After meeting the trigger and condition requirements, the automation executes the designated actions, such as:

• Send Notifications: Alerts to Slack channels or specific teammates.
• Ticket Assignment: Automatically assign requests or tickets to team members based on predefined rules.
• Webhook Integration: Send request data to external systems, enabling integration with CRMs or other platforms.
• Change Fields: Update fields like status, priority, or assignee.
• Add Parameters in Messages: When sending notifications, you can include parameters like ticket ID, status, and priority to provide relevant context and ensure effective communication.

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Note: Automations must be mapped to a specific Collection (group of tickets or requests). This ensures that the actions apply to the relevant group.

Check out our detailed step-by-step guide on how to create an Automation with ClearFeed here. 

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Coming Soon  

We’re continually enhancing ClearFeed to better serve our customers' needs. Soon, we’ll introduce new trigger events, such as Slack-specific events like new member additions to channels or emojis added to threads. 

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Wrapping Up 

ClearFeed Automations simplify ticket management in Slack by streamlining routine tasks like ticket assignments, status updates, and alerts. With these automations in place, your team can shift their focus from repetitive manual tasks to resolving customer issues faster and more effectively. By eliminating bottlenecks, ClearFeed helps improve team efficiency and ensures smoother operations.

If you have any questions about this functionality or the overall solution, you can reach out to us at support@clearfeed.ai or book a free demo with us.