Workspace settings

As a workspace admin or member, you can open Settings to configure workspace-specific policies, integrations, and ticket management tools. These settings apply to a single workspace.

Access workspace settings

Navigate to workspace

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

Open settings

Click Settings in the left sidebar to access workspace configuration.

Select a settings section

Use the left sidebar to navigate between different settings sections: General, Slack, SLAs, Business Schedules, Automation, Statuses, Tags, Tasks, Fields, API Keys, Webhooks, and Categories.

Workspace settings require workspace admin or member role. cannot access settings.

General

Configure basic workspace information, defaults, and preferences.

Workspace details

Icon and name: Set a display name and icon with custom color for the workspace. Select any icon from the full Lucide library, or search by name in the icon picker.
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).

Default channel

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

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.

Assignee options

Configure who can be selected as the assignee on tickets in this workspace.

Organization members: Any member of the organization can be picked as an assignee.
Workspace members: Only members of this workspace can be picked as an assignee.

Default: Organization members

This setting controls who appears in the assignee picker. It does not grant the ability to assign tickets. Performing an assignment still requires workspace membership, so a user with requester access cannot assign tickets even to themselves.

Bot users

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

Portal

Enable Portal to list this workspace in the and allow its agent to answer questions there. When enabled, the workspace appears as a card on the organization portal home, and requesters can open its forms and chat.When disabled, the workspace does not appear in the Portal.

Learn more about the Portal and how to brand it.

Default: Disabled

Workspace ID

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

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.

Slack

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

For Microsoft Teams, channel and tenant connection is managed in the workspace’s Microsoft Teams settings. The current beta does not yet expose per-channel mirror, appearance, or emoji customization. See the Microsoft Teams integration overview.

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 .

Mirrors

Control which fields appear on in Slack channels and the order they display. These settings apply workspace-wide across all channels. Field ordering: Drag fields to reorder how they appear on ticket mirrors in Slack. The order you set here determines the top-to-bottom layout of fields on every ticket mirror in the workspace. Field visibility controls:

Status

Display the status field on ticket mirrors.Default: Shown

Priority

Display the priority field on ticket mirrors.Default: Shown

Description

Display the description field on ticket mirrors.Default: Hidden

Assignee

Display the assignee field on ticket mirrors.Default: Shown

Requester

Display the requester field on ticket mirrors.Default: Shown

Approvers

Display the approvers field on ticket mirrors.Default: Shown

Source

Display the source field on ticket mirrors.Default: Shown

Custom Fields

Display custom fields from forms 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.

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.

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.

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
Attach a business schedule so timers respect working hours
Select pause statuses that stop the timer while waiting

Learn about SLA targets and monitoring in .

Business schedules

Define the timezone and weekly working hours that SLAs use to measure response, resolution, and close times. Schedule configuration:

Set a timezone (IANA, for example America/New_York)
Define weekly working hours per day, in 24-hour HH:MM format
Mark one schedule as the workspace default
Share a schedule across multiple SLAs
Archive schedules that are no longer in use

When an SLA references a schedule, its timers only advance during the schedule’s working windows. Time outside those windows is excluded from SLA measurement. An SLA with no schedule continues to use wall-clock time. Archiving and deleting schedules: A schedule must have no connected SLAs before you can archive or delete it. If any SLA still references the schedule, Ravenna blocks the action and shows how many SLAs are affected. Update each of those SLAs to use a different schedule (or no schedule) first, then retry. To delete the workspace default schedule, promote another schedule to default first. Approval reminders and assignment reminders can also reference a business schedule. The schedule is selected per policy in Automation settings rather than inherited from the workspace default. If a reminder would fire outside the selected schedule’s working windows, Ravenna defers it to the next working window. Policies with no schedule selected send reminders on a wall-clock interval.

Learn how schedules combine with SLA targets in .

Automation

Configure automated actions that run per workspace, including reminder policies and intelligent ticket reopens.

Reminder policies

Each reminder policy has an enable toggle, a reminder interval, a maximum reminder count, and an optional business schedule.

Approval reminders: nudge pending approvers when an approval round has been waiting too long.
Assignment reminders: nudge the current assignee when an assigned ticket has been sitting in an open status.

Learn how to configure cadence, business-hours behavior, and escalation in approval reminders and assignment reminders.

Re-Open Tickets

Intelligent Reopen automatically moves a resolved ticket back to Open when the requester or a follower sends a new message that reads as a genuine request. This works across every channel Ravenna supports — email, Slack, Microsoft Teams, the Admin, and the Portal — so tickets do not stay closed while someone is still asking for help. The setting is on by default. Toggle it off from the Re-Open Tickets card if your team prefers to leave reopens fully manual. A reopen only fires when all of the following are true:

The ticket is currently in a terminal status group (Done or Closed, including any custom sub-statuses under those groups).
The new message was sent by the ticket’s requester. Messages from agents, other collaborators, or unrelated users do not reopen the ticket.
The sender is a real user. Bot-authored messages (including replies from other integrations) never trigger a reopen.
Ravenna’s classifier determines the message is a request rather than a “thanks”, an acknowledgement, or an out-of-office reply.

When a reopen happens, Ravenna:

Moves the ticket to Open.
Posts a private system note on the ticket explaining that the ticket was reopened automatically because a new message arrived after it was resolved. The note is only visible to agents.

Inactivity auto-close

Configure rules to automatically close tickets when requesters stop responding. Auto-close prevents stale tickets from accumulating in your queues. To set up inactivity auto-close:

Open automation settings

In workspace settings, select Automation from the left sidebar.

Enable inactivity auto-close

Toggle on the inactivity auto-close policy in the Inactivity Auto-Close card.

Set the inactivity threshold

Configure how long to wait after the last requester message before closing the ticket.

Configure assignee nudge notifications (optional)

Enable nudge notifications to alert the assignee before a ticket is auto-closed, giving them a chance to intervene.

How auto-close works:

The timer starts after the last message from the requester.
Agent messages and internal notes do not reset the timer.
Before closing, Ravenna can notify the assignee so they can intervene.
When the threshold is reached, the ticket is automatically moved to a closed status.
Requesters receive a notification that their ticket was closed due to inactivity.
If the requester replies after auto-close, the ticket reopens automatically.

Auto-close only applies to tickets waiting on requester response. Tickets actively being worked on by agents are not affected.

Automation settings require workspace admin access.

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 .

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 .

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 .

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.

Webhooks

Configure webhooks to receive real-time notifications about workspace events at an external HTTP endpoint. Create a webhook:

Open webhook settings

In workspace settings, select Webhooks from the left sidebar.

Add a new webhook

Click Create to open the webhook dialog. Enter:

Name — a friendly label used to identify the webhook in the list.
URL — the endpoint where Ravenna sends event payloads.

Submit the form to create the webhook and open its detail page.

Configure delivery

On the detail page, configure the following fields:

URL — change the destination endpoint at any time.
Secret key — optional shared secret used to sign requests so your endpoint can verify they came from Ravenna.
Ticket events — toggle on to receive all ticket events.
Message events — toggle on to receive all message events.
Active — toggle off to pause delivery without deleting the webhook.

Field changes save automatically. Rename the webhook by editing the title at the top of the page.

Manage existing webhooks:

Each webhook on the Webhooks list shows its URL and an Active or Inactive status badge.
Click a row to open the detail page, or use the row actions to view, edit, or delete a webhook.
Deleting a webhook stops event delivery immediately and cannot be undone.

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Tickets