# Admin support model: request channels and intake

*Slack Consultant Study Guide · Governance Structure (Owner and Admin Roles) · Last updated October 21, 2026 · https://www.certifyforce.com/study-guide/slack-consultant/governance-structure/admin-support-model-request-channels-and-intake*

How to design a client's admin support model in Slack: public plz- request channels and private back-end channels, workflow forms with an emoji claim-and-close loop, integrating an existing ticketing tool, app managers for app requests, and the workspace creation request process and who owns the new workspace.

- Certification: Salesforce Slack Consultant
- Exam section: Governance Structure (Owner and Admin Roles)
- Study guide: https://www.certifyforce.com/study-guide/slack-consultant

**Official exam objective:**

> Facilitate admin support model discussions (for example: request/help/approvals process flows).

## What the exam expects

- Explain why the client's policies and settings decide which admin processes are needed, and prepare for the Governance Session accordingly.
- Recommend public org-wide request channels for users and private org-wide back-end channels for admins, with naming, descriptions and per-type channels.
- Design a request flow: workflow form, private back-end channel, emoji claim and close, DM to the requester; or integrate an existing ticketing tool.
- Spread app request review across app managers instead of removing app approval.
- Set up workspace creation request intake and explain who owns an approved workspace.
- Key terms: **request channel** (public, org-wide channel where users submit requests, such as #plz-admins); **back-end channel** (private, org-wide channel where admins coordinate); **app manager** (member appointed to review app requests alongside Workspace Owners); **workspace creation request** (a member's request for a new workspace in an Enterprise org, approved by an Org Owner or Org Admin).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Request channels | Public, org-wide; for example #plz-admins | [Streamline Admin Management](https://trailhead.salesforce.com/content/learn/modules/slack-admin-process-governance/get-started-with-slack-admin-processes) |
| Back-end channels | Private, org-wide; for example #team-admin-requests | [Streamline Admin Management](https://trailhead.salesforce.com/content/learn/modules/slack-admin-process-governance/get-started-with-slack-admin-processes) |
| Before the Governance Session | Review the client's policy and settings selections | [Streamline Admin Management](https://trailhead.salesforce.com/content/learn/modules/slack-admin-process-governance/get-started-with-slack-admin-processes) |
| Claim and close | Eyes emoji = working on it; check mark = complete; then DM the user | [Streamline Admin Management](https://trailhead.salesforce.com/content/learn/modules/slack-admin-process-governance/get-started-with-slack-admin-processes) |
| Existing Jira or ServiceNow | Integrate it so admins handle requests in Slack | [Streamline Admin Management](https://trailhead.salesforce.com/content/learn/modules/slack-admin-process-governance/get-started-with-slack-admin-processes) |
| Who builds workflows | All Full Members by default; members and guests use them; paid plans | [Guide to Slack Workflow Builder](https://slack.com/help/articles/360035692513-Guide-to-Slack-Workflow-Builder) |
| App request reviewers | Workspace Owners by default, plus any appointed app managers | [Manage app requests](https://slack.com/help/articles/360024269514-Manage-app-requests-for-your-workspace) |
| Workspace request channel | Must be private and shared across the entire org | [Manage workspace creation requests](https://slack.com/help/articles/115004234367-Manage-workspace-creation-requests-for-your-Enterprise-organization) |
| Who approves a workspace | Any Org Owner or Org Admin | [Manage workspace creation requests](https://slack.com/help/articles/115004234367-Manage-workspace-creation-requests-for-your-Enterprise-organization) |
| Owner of an approved workspace | The requester, automatically; the Org Owner is auto-assigned too | [Simplify Your Workspace Creation Request Process](https://trailhead.salesforce.com/content/learn/modules/slack-workspace-creation-and-management/simplify-your-workspace-creation-request-process) |
| Org Owner vs Org Admin | Org Primary Owner assigns Org Owners; Org Owners assign Org Admins | [Types of roles in Slack](https://slack.com/help/articles/360018112273-Types-of-roles-in-Slack) |

## Check yourself

- Why should request channels be public but back-end channels private?
- When should a client split #plz-admins into several request channels?
- Who receives app requests once app managers are appointed?
- What kind of channel must receive workspace creation requests?
- Why does the Org Owner appear in a workspace nobody added them to?

## Sources

- [Streamline Admin Management Using Slack's Features](https://trailhead.salesforce.com/content/learn/modules/slack-admin-process-governance/get-started-with-slack-admin-processes)
- [Efficiently Manage Admin Requests in Slack Channels](https://trailhead.salesforce.com/content/learn/modules/slack-admin-process-governance/manage-common-admin-requests)
- [Simplify Your Workspace Creation Request Process](https://trailhead.salesforce.com/content/learn/modules/slack-workspace-creation-and-management/simplify-your-workspace-creation-request-process)
- [Manage workspace creation requests for your Enterprise organization](https://slack.com/help/articles/115004234367-Manage-workspace-creation-requests-for-your-Enterprise-organization)
- [Manage app requests for your workspace](https://slack.com/help/articles/360024269514-Manage-app-requests-for-your-workspace)
- [Manage app approval for your workspace](https://slack.com/help/articles/222386767-Manage-app-approval-for-your-workspace)
- [Guide to Slack Workflow Builder](https://slack.com/help/articles/360035692513-Guide-to-Slack-Workflow-Builder)
- [Types of roles in Slack](https://slack.com/help/articles/360018112273-Types-of-roles-in-Slack)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 8 linked practice questions, and unlimited timed mock exams are included with the Slack Consultant pack (USD $19): https://www.certifyforce.com/practice-exams