🗒️Glossary
ClearFeed Terminologies to get you started
Request - Incoming support query from a requestor about a single topic.
Ticket - Request that has an external ID and status shared with the customer.
Responder - Member of the support team as defined in the collection
Requestor / Author - Slack user who raises a request and is not a responder
Request Channel - Slack channels where requesters ask queries
Collection - Set of specific channels that have similar settings (workflows, responders, ticketing configurations, etc.) and are linked to the same triage channel.
Triage Channel - Slack channel that collates together requests from all channels in the collections to which it's attached
Owner - Primary individual responsible for the slack channel
Status - Status of a request or ticket. ClearFeed only supports 4 default statuses - Open, In Progress, On Hold, and Solved.
Priority - Criticality of the request based on its impact. ClearFeed supports two priorities currently, High and Low.
Assignee - Responder who owns driving the request to closure
Linked Tickets - External Ticket IDs created against a request on ClearFeed
SLA Policy - Target service times set to ensure that requests are responded to or resolved at those policies.
SLA Breach - Violation in SLA Policy.
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