> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-requests.md).

# Creating requests

## Overview

ClearFeed provides multiple methods for creating requests to ensure no customer issue goes untracked, whether it originates in Slack, external channels, or proactive outreach:

* [**From Slack Channels**](/clearfeed-help-center/how-it-works/creating-requests/from-slack-channels.md) - Automatic and manual request creation from monitored Slack channels
* [**From Triage Channel**](/clearfeed-help-center/how-it-works/creating-requests/from-triage-channel.md) - Proactive request creation using the `/cf-start-thread` command
* [**From ClearFeed WebApp**](/clearfeed-help-center/how-it-works/creating-requests/from-webapp.md) - Create requests directly from the ClearFeed WebApp

### Key Features Across All Methods

* **Unified Tracking**: All requests appear in your Triage Channel regardless of creation method.
* **Customer Visibility**: Requests appear in appropriate Slack channels where customers can respond.
* **Flexible Assignment**: Set status, priority, and assignee during or after creation.
* **Conversation Threading**: Replies and follow-ups maintain request context.
* **SLA Tracking**: Response time measurement begins with request creation and first customer interaction.

Choose the creation method that best fits your workflow and customer interaction patterns.

## FAQs

1. **Why are Slack Messages not appearing as Requests in the ClearFeed Web Dashboard?**\
   **Answer:** Several factors can prevent messages from appearing as Requests in the Web Dashboard:
   * **Unmonitored Channels:** If a message is posted in a channel that isn't being monitored by ClearFeed (ie. channel hasn't been added to a Collection in ClearFeed), messages posted here will not be tracked as Requests. [Learn how to add channels to a Collection](/clearfeed-help-center/sources/manage-request-channels.md#adding-slack-channels-to-collection).
   * **Bot Messages:** Bot messages may not be converted to requests unless whitelisted in ClearFeed. [Learn how to whitelist bots](/clearfeed-help-center/how-it-works/creating-requests/from-slack-channels.md#bot-whitelisting).
   * **Nature of Message:** Certain types of 'ignorable' user messages (composed purely of greetings, acknowledgements or appreciation) may not trigger request creation by default (since these do not require a response). [Learn more about AI filtering](/clearfeed-help-center/how-it-works/creating-requests/from-slack-channels.md#ai-filtering).
   * **Message Eligibility:** Very commonly, only messages from non-responders (typically customers or end-users) can create requests. Messages from responders (agents) usually don't create requests. You can check this configuration in Collection Settings → Responders by turning on "Create Requests from Responder Messages in Request Channel". [Refer here for more info](/clearfeed-help-center/clearfeed-helpdesk/responders.md#controlling-which-messages-create-requests).
   * **Historical Messages:** If a message was posted before the channel was added to a Collection in ClearFeed, it will not be tracked as a Request. To force convert historical messages into requests, react to the parent message with the 📌 pushpin emoji.
   * **Announcements:** Announcements, by themselves, do not create requests. However, a non-ignorable reply to an announcement, should convert it into a request.
   * **Dashboard Filters:** Active filters in the Web Dashboard (e.g., date range or request status) may be hiding requests from view. Check and adjust your filters to ensure the expected requests are displayed. [Learn about filtering requests in the Web Dashboard](/clearfeed-help-center/managing-requests/clearfeed-webapp.md#filter-requests).