🗒️Glossary

ClearFeed Terminologies to get you started

  1. Request - Incoming support query from a requestor about a single topic.

  2. Ticket - Request that has an external ID and status shared with the customer.

  3. Responder - Member of the support team as defined in the collection

  4. Requestor / Author - Slack user who raises a request and is not a responder

  5. Request Channel - Slack channels where requesters ask queries

  6. Collection - Set of specific channels that have similar settings (workflows, responders, ticketing configurations, etc.) and are linked to the same triage channel.

  7. Triage Channel - Slack channel that collates together requests from all channels in the collections to which it's attached

  8. Owner - Primary individual responsible for the slack channel

  9. Status - Status of a request or ticket. ClearFeed only supports 4 default statuses - Open, In Progress, On Hold, and Solved.

  10. Priority - Criticality of the request based on its impact. ClearFeed supports two priorities currently, High and Low.

  11. Assignee - Responder who owns driving the request to closure

  12. Linked Tickets - External Ticket IDs created against a request on ClearFeed

  13. SLA Policy - Target service times set to ensure that requests are responded to or resolved at those policies.

  14. SLA Breach - Violation in SLA Policy.

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