Next week we will be making a language change — replacing the word “Issue” with the word “Request” in all enterprise (non public) interfaces. This may seem like a small change, but we’d like to tell you why it’s a pretty big deal.
Reporting an Issue
SeeClickFix was built to empower people all over the world to document concerns in an open and communal place on the web. We call this process “Reporting an Issue” in your community. As of today, almost 4 million issues have been reported on SeeClickFix.
Submitting a Request
Today, most of these issues are sent to local governments and other service providers that use our enterprise tools to centralize both public and internal conversations. When this happens, the public user is able to choose a “Request Category” which routes that issue directly into the organization’s designated workflow. We call this “Submitting a Request”.
In order to make things more clear for our government and organizational users, we will be migrating the terminology in the enterprise products to reflect the above distinction — replacing all uses of the word “Issue” with “Request”.
While we are making this change we will be cleaning up a bit more language in the CRM as well. The words “Type” and “Reported” also get replaced occasionally with “Category” and “Created” so we will be removing ambiguity there as well. Finally, the “Work Order” buttons used to get a printable view of a single request will now be called “Print”.
- “Issue” to “Request”
- “Type” to “Category”
- “Reported” to “Created”
- “Work Order” to “Print”
- “Reporter” to “Caller”
- “Call Taker Interface” to “New Request”
Separating Issues and Requests allows us to give public users an easy, engaging experience while giving our organizational users the structure and workflow that they need. Let us know if you have any questions or concerns about this change.