📩Create Requests on Slack
What are Requests?
Requests on ClearFeed are queries from customers or internal users about a single topic that should be brought to closure.
Every new thread on Slack channels from a requester is a new request on ClearFeed.
Our AI ignores messages that are greetings or simple statements such as "Hey", "How is the team doing?", etc...
Any new message that is part of the same thread is treated as a part of the same request.
Requests vs Tickets
When request properties such as status, priority, etc. are shared with the requester - the request is referred to as a Ticket.
Users can create requests in the following ways:
Some important terminology:
Requester: A user who starts the thread on a Slack channel to get support.
Responder: Users from an organization responsible for working on the requests (e.g. agents).
Request Channel: Slack channels where users ask questions/report issues.
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