🗒️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.