Requests, Tickets and Tasks
Understanding the core concepts of ClearFeed's workflow
ClearFeed's workflow is built on three core concepts that work together:
Request → Ticket → Task
Requests - Internal tracking of customer inquiries
Tickets - Formal, customer-facing support cases
Tasks - Work items escalated to specialized teams
What is a Request?
A Request is any inquiry tracked internally in ClearFeed, regardless of where it comes from.
Key Characteristics
Internal only - Not visible to customers
No public ID - Only your team sees the request number
Private status - Status changes are visible only to responders
Universal inbox - All inquiries start as requests
Sources
Requests can be created from:
Slack channel messages
Direct messages to ClearFeed app
Emails to support address
Web chat conversations
Customer portal submissions
API calls
Request Fields
Every request includes:
Author (who created it)
Title (AI-generated or manual)
Summary (AI-generated)
Status (Open, In Progress, Pending, Solved, Closed)
For some accounts, manual transition to On Hold may be disabled by default i.e. "On Hold" will not appear as a selectable option in the request status dropdown. If you would like to enable the On Hold status for your account, please contact ClearFeed Support.
Assignee (responder responsible)
Priority (Urgent, High, Normal, Low)
Created time
Last message time
Learn more about creating requests →
What is a Ticket?
A Ticket is a formal, customer-visible support case converted from a request.
Key Characteristics
Customer-visible - Customers can see the ticket ID and status
Public tracking - ID and status are shared with the requester
Formal record - Official support case for tracking and SLAs
Same fields as requests - All request information is preserved
Difference from Requests
Visibility
Internal only
Customer-facing
ID
Private
Public (e.g., CF-1234)
Status
Private
Shared with requestor
Types of Tickets
ClearFeed Tickets
Managed within ClearFeed
Native ticket IDs (e.g., CF-1234)
Visible in Slack and Customer Portal
External Tickets
Created in external systems (Zendesk, Jira, Salesforce, etc.)
External ticket IDs (e.g., ZEN-5678, JIRA-123)
Synced bidirectionally between systems
Learn more about creating/linking tickets →
What is a Task?
A Task is a work item escalated from a request or ticket to specialized teams (engineering, product, etc.) while maintaining the support context.
Key Characteristics
Work escalation - Moves technical work to engineering/project systems
SLA preservation - Original request/ticket SLA continues tracking
Linked context - Task remains connected to the customer request
System integration - Created in Jira, Linear, Asana, GitHub, ClickUp, etc.
Blocker Tasks
A special type of task that:
Prevents the ticket from being closed
Marks critical dependencies
Ensures work is completed before resolution
Task Visibility
Tasks can be configured with different visibility levels:
Full transparency - Task link and updates visible to customers
Link only - Task ID shared without detailed updates
Internal only - No customer visibility
Learn more about creating tasks →
Relationship Between Concepts
Example Flow:
Customer posts in Slack: "API returning errors"
Request created automatically (private, internal tracking)
Agent converts to Ticket #CF-1234 (customer sees ID and status)
Agent escalates to Task JIRA-567 (engineering investigates)
Task marked as blocker (ticket can't close until bug fixed)
Engineering completes task → Ticket can be resolved
Related Documentation
Creating Requests - How requests are created
Creating Tickets - How to convert requests to tickets
Creating Tasks - How to escalate to engineering
Collections - Configure request/ticket behavior
SLA Management - Set up service level agreements
Custom Fields - Add fields to requests/tickets
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