# Client requests, as tickets you can close.

> Everything the editor routed to you lands in one place, with the client's message attached, a status you can move, and two ways to finish it.

## Why the queue is worth having.

- **One place for every request:** Not scattered across email threads and text messages. Every escalated ask is a ticket against the site it came from.
- **Approve and publish in one click:** If the request is a content change you agree with, make it and ship it without leaving the ticket.
- **Turn code work into a pull request:** A request that needs code becomes a branch and a draft pull request, ready for you to finish.
- **Your team, not just you:** Teammates carry their own roles and see the same queue, so whoever picks it up has the full context.

## From request to closed.

1. **A client sends a request** It arrives with their original wording, against the site it came from.
2. **You triage it** Each ticket carries a status you can move as you work through the queue.
3. **You finish it** Approve and publish for a content change, or open a draft pull request for work that needs code.
4. **It stays on the record** The ticket and its outcome remain against the site.

## Use cases

- **The Monday morning queue:** Everything four clients asked for over the weekend, in one list, in their own words.
  > Three content tweaks you approve and publish in about a minute, and one new page that becomes a real piece of billable work.
- **Handing work to a teammate:** The queue is shared, so whoever picks up a ticket has the client's message in front of them.
- **Quoting for extra work:** An out-of-scope request is a brief you can price, and the client already wrote it.
- **Keeping a history:** The ticket is the record of what was asked and what was done about it.

## FAQ

### Who can see the inbox?

Your team. Clients see their own conversation with the editor and the sites you granted them, never your queue.

### What is the difference between approve-and-publish and a draft pull request?

Approve and publish makes the content change and ships it in the same click. A draft pull request is for work that needs code, so it lands on a branch for you to finish in your own editor.

### Do I get notified when something arrives?

Yes, by email and Slack. The destinations are set per workspace, so a shared address or channel works.

### Does publishing from a ticket behave like a normal publish?

Yes. It is a commit to the branch your site deploys from, exactly like a publish made from the editor.

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- [All features](https://cmsbrew.com/features)
- [Escalations](https://cmsbrew.com/features/escalations)
- [Clients and access](https://cmsbrew.com/features/client-access)
- [Publish and revert](https://cmsbrew.com/features/publish-and-revert)