Clerk has a powerful built in notification system that allows you tag different members of your team, assign priority, and add notes to your conversations.
Open - Opens up the conversation thread with the contact.
Assign - Assign users to receive new inbound notifications from the client. Add notes and tags to the conversation thread.
Hide - Hides the notification from your Slack channel.
All notifications have a core set of properties.
Select users or channels who would receive notifications of a new inbound SMS.
In the above example the will and channel #clerk-support will receive a notification of a new inbound sms.
The Subject field is an optional field that is typically included in the support request submitted by the contact. This can be a one line "summary" of the request.
During a contact conversation lifecycle, a there is often a need for further questions and requests for clarification, by both the contact and your team members. As part of this process, a conversation's status can change multiple times. Knowing how to manage status changes, including when to use which status label, can make the customer-agent relationship smoother.
All notifications in Clerk start out as New and progress through Open, Pending, Solved, and Closed states.
Indicates that no action has been taken on the ticket. By default a new inbound SMS is marked as new.
Indicates a ticket has been picked up and is in progress.
Indicates that an assignee is waiting for more information from the contact.
Indicates the assignee is waiting for information or action from someone other than the contact. It is similar to the Pending status in that you as an assignee can't proceed with resolving the ticket until you receive more information from someone else.
Indicates the assignee has submitted a solution.
There are four values for priority: Low, Normal, High, and Urgent.
Priority is not a required field, so you do not always need to select a value. How you weigh the priority of your tickets is up to your team.
The notes field is an optional field and can include any additional information you'd like to associate with the conversation.