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Workspace admins and members access Settings to configure workspace-specific policies, integrations, and ticket management tools. These settings apply to a single workspace and are accessible to users with workspace admin or member roles.

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Access workspace settings

1

Navigate to workspace

Select the workspace from the workspace switcher in the top left.
2

Open settings

Click Settings in the left sidebar to access workspace configuration.
3

Select a settings section

Use the left sidebar to navigate between different settings sections: General, Slack, SLAs, Statuses, Tags, Tasks, Fields, API Keys, Webhooks, and Categories.
Workspace settings require workspace admin or member role. cannot access settings.

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General

Configure basic workspace information, defaults, and preferences.

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Workspace details

  • Icon and name: Set a display name and icon with custom color for the workspace.
  • Workspace URL: The URL identifier for your workspace. Changing it redirects old URLs automatically.
  • Description: Describe the purpose of the workspace and the type of requests it handles. The agent uses this description for intelligent request routing. When users submit requests, the agent analyzes the description to determine which workspace should handle the request.
    Write descriptions that clearly define scope and responsibilities. Example: “This is the IT workspace. We handle requests related to software access, equipment, Slack channels, and group management.”
  • Private workspace: Toggle whether the workspace is private (accessible only by workspace members) or public (accessible to all organization members).

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Default channel

Select the default for the workspace. When a default is set, tickets that don’t match a specific channel are routed here.

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Default form

Select the default for the workspace. When a default is set, new tickets use this form unless the submitter selects a different one.

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Workspace settings

Assignee options

Configure who can be assigned to tickets in this workspace.
  • Organization members: Any member of the organization can be assigned to tickets.
  • Workspace members: Only members of this workspace can be assigned to tickets.
Default: Organization members
Control whether third-party Slack bot users (e.g., Claude, Jira, GitHub bots) can interact with your workspace. When enabled:
  • Message sync: Messages sent by third-party bots in Slack threads are synced into the corresponding Ravenna tickets.
  • Mentions: Bot users appear in mention and tag dropdowns across tickets, workflows, and rules.
When disabled, bot messages from Slack are not synced and bot users do not appear in mention dropdowns.
Only message events from bots are synced. Other bot activity like reactions and channel joins are never synced, regardless of this setting. Ravenna’s own bot messages are always excluded to prevent message loops.
Default: Disabled

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Workspace ID

A read-only identifier for your workspace used in API integrations and support requests.

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Danger zone

  • Leave workspace: Remove yourself from the workspace and lose access to its data. You cannot leave if you are the last member or last admin.
  • Delete workspace: Permanently delete the workspace and all of its data, including tickets, channels, settings, and member access. This action requires workspace admin permissions and cannot be undone.

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Slack

Connect and configure Slack integration for your workspace. Slack settings are organized into four tabs: Connections, Mirrors, Appearance, and Emoji Actions.

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Connections

Configure which Slack channels are connected to your workspace and control visibility settings. Triage channel: Connect a Slack channel to use as your triage channel for reviewing and managing incoming requests. Request channels: Connect one or more Slack channels where users can submit requests. Messages in these channels can automatically create tickets.
Learn how to set up Slack integration in .
Visibility settings:
  • Show in Slack: Display this workspace in Slack workspace selectors.
  • Show in Slack Assistant: Allow users to select this workspace when starting a conversation in the .

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Mirrors

Control which fields appear on in Slack channels. These settings apply workspace-wide across all channels. Field visibility controls:

Status

Display the status field on ticket mirrors.Default: Shown
Display the priority field on ticket mirrors.Default: Shown
Display the description field on ticket mirrors.Default: Hidden
Display the assignee field on ticket mirrors.Default: Shown
Display the requester field on ticket mirrors.Default: Shown
Display the approvers field on ticket mirrors.Default: Shown
Display the source field on ticket mirrors.Default: Shown
Display custom fields from request types on ticket mirrors.Default: Shown
These settings control field visibility in channel mirrors. Ticket mirrors in Slack Home and flexpane views always display all fields regardless of these settings.

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Appearance

Customize how the Ravenna bot appears in your Slack workspace.
  • Bot icon: Upload a custom image for the Ravenna bot avatar in Slack. Accepts PNG, GIF, or WebP format (max 1MB, 512px).
  • Bot username: Set a custom display name for the Ravenna bot in Slack messages.
These settings apply to all messages sent by the Ravenna bot in this workspace, including ticket mirrors, notifications, and automated responses.

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Emoji actions

Customize the emoji reactions used to trigger ticket actions in Slack. Each action has a default emoji that you can change to match your team’s preferences.
Learn more about emoji actions.

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SLAs

Define and monitor service level agreements for your workspace tickets. SLA configuration:
  • Create response time targets
  • Set resolution time commitments
  • Configure closure deadlines
  • Set up early warning alerts before breaches
  • Filter SLAs by ticket properties (priority, category, form)
  • Track SLA compliance through visual indicators
Learn about SLA targets and monitoring in .

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Statuses

Configure ticket lifecycle statuses for your workspace. Status management:
  • Use five system statuses (Open, In Progress, Waiting, Done, Closed)
  • Create custom sub-statuses under each system status
  • Assign custom statuses to specific forms
Learn about status configuration in .

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Tags

Create and manage flexible labels for organizing tickets. Tag configuration:
  • Create workspace-specific tags
  • Set tag names, descriptions, and colors
Learn about tag management in .

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Tasks

Configure task settings and subtask workflows. Task management:
  • Create task templates for recurring workflows
  • Define task steps and requirements
  • Apply templates to tickets
Learn about ticket tasks in .

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Fields

Create and manage custom fields for ticket forms. Custom field configuration:
  • Create custom fields (text, dropdown, checkbox, date, etc.)
  • Assign fields to specific forms
  • Configure required vs. optional fields
Learn about custom fields in .

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API keys

Generate and manage API keys for programmatic workspace access. API key management:
  • Create API keys for workspace integration
  • Revoke API keys
API keys provide programmatic access to workspace data. Store keys securely.

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Webhooks

Configure webhooks to receive real-time updates about workspace events. Webhook configuration:
  • Create webhook endpoints for ticket events
  • Subscribe to specific event types (ticket, message)
  • Configure secret key for request verification
  • Enable or disable webhooks

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Categories

Organize workspaces and content with categories. Category management:
  • Create categories for organizing tickets
  • Assign tickets to categories
  • Use categories for filtering and agent routing
  • Set category colors, descriptions, and example utterances
  • Add categories from templates
Learn about categories in .