# Requests, Tickets and Tasks 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 →](/clearfeed-help-center/how-it-works/creating-requests/from-slack-channels.md) ## 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 | Feature | Request | Ticket | | -------------- | ------------- | ---------------------- | | **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 →](/clearfeed-help-center/how-it-works/creating-or-linking-tickets.md) ## 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 →](/clearfeed-help-center/how-it-works/creating-or-linking-tasks.md) ## Relationship Between Concepts ``` Customer Question ↓ Request (Created automatically) ↓ Ticket (Converted when formalization needed) ↓ Task (Escalated when specialized work required) ``` **Example Flow:** 1. Customer posts in Slack: "API returning errors" 2. **Request** created automatically (private, internal tracking) 3. Agent converts to **Ticket** #CF-1234 (customer sees ID and status) 4. Agent escalates to **Task** JIRA-567 (engineering investigates) 5. Task marked as blocker (ticket can't close until bug fixed) 6. Engineering completes task → Ticket can be resolved ## Related Documentation * [Creating Requests](/clearfeed-help-center/how-it-works/creating-requests/from-slack-channels.md) - How requests are created * [Creating Tickets](/clearfeed-help-center/how-it-works/creating-or-linking-tickets.md) - How to convert requests to tickets * [Creating Tasks](/clearfeed-help-center/how-it-works/creating-or-linking-tasks.md) - How to escalate to engineering * [Collections](/clearfeed-help-center/clearfeed-helpdesk/collections.md) - Configure request/ticket behavior * [SLA Management](/clearfeed-help-center/clearfeed-helpdesk/sla-management.md) - Set up service level agreements * [Custom Fields](/clearfeed-help-center/clearfeed-helpdesk/custom-fields.md) - Add fields to requests/tickets --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/request-tickets-tasks.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.