Public vs Private requests
Some work benefits from visibility; other work demands confidentiality. Siit supports both modes so you can match the tone and sensitivity of each team.
Public requests keep their conversation thread in the original Slack or Teams channel, which is perfect for an #it‑help channel where others can learn from the answer. Only the requester, participants, and authorized agents can act on the request, but the thread is discoverable in that channel for transparency.
Private requests move the conversation to a direct message with the requester and the Siit App. Only the requester, explicitly added participants, and authorized agents can see the conversation. This is ideal for HR, Security, or anything sensitive that started in a public channel by mistake.
Admins can set the default mode by channel, by catalog item, or by team, and agents can convert a request from public to private (or vice‑versa) when needed. Approvals are always presented privately to the approver, regardless of request mode. Reporting treats both modes the same, so your metrics stay comparable.
Best pratrices
Public requests are often the first place for internal support. Examples include:
#ask-it#help-people#feedback-product
Private request: Feels personal, stays organized
Private requests in Siit don’t go to an agent’s personal DMs. Instead, teammates message the Siit app. To the requester, it feels like a one-on-one conversation. For agents, it keeps personal inboxes clear and ensures all requests flow into the right workspace queue.
Siit supports both
Siit gives you the advantages of each model without forcing your team to pick one.
In public channels
Turn any message into a request with a shortcut or emoji
Siit creates a thread and tracks it as a structured request
Multiple responders can collaborate without cluttering the channel
Requesters get automatic updates as progress is made
In private DMs
Requests can be submitted directly to the Siit App
Sensitive issues stay private but are still tracked in the workspace
Agents manage all requests from one Workspace, whether they start in a channel or a DM
Siit adapts to how your team already works and makes support smoother across both public and private conversations.
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