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

• Portal submissions (Customer Portal or Employee Portal)

• API calls

Request Fields

Every request includes:

• Author (who created it)

• Title (AI-generated or manual)

• Summary (AI-generated)

• Status (Open, In Progress, Pending, On Hold, Solved, Closed)

  About the On Hold status

  The On Hold status is available on every ClearFeed account created after May 2026. If On Hold does not appear as a selectable option in your request status dropdown, please contact ClearFeed Support to have it enabled for your account.

  A request can also move to On Hold automatically when it is transferred to an external ticketing system such as Zendesk, Jira, or Salesforce. In that case, On Hold is an internal marker showing that the request is now being tracked in the external system instead of monitored in ClearFeed — so you may see a request in On Hold even if you did not set it yourself.

  For requests that are still monitored in ClearFeed, a request in On Hold automatically moves back to Reopen when a new request message arrives from someone who is not a responder.

• Assignee (responder responsible)

• Contributors (secondary users assisting with the request)

• 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

Feature	Request	Ticket
Visibility	Internal only	Customer-facing
ID	Private	Public (e.g., CF-1234)
Status	Private	Shared with requester

Types of Tickets

ClearFeed Tickets

• Managed within ClearFeed

• Native ticket IDs (e.g., CF-1234)

• Visible in Slack and Customer/Employee 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

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 - 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