> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Workspace settings

> Configure workspace-specific settings including Slack integration, SLAs, statuses, tags, tasks, custom fields, API keys, and webhooks

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

<Steps>
  <Step title="Navigate to workspace">
    Select the workspace from the workspace switcher in the top left.
  </Step>

  <Step title="Open settings">
    Click **Settings** in the left sidebar to access workspace configuration.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Info>
  Workspace settings require workspace admin or member role. <Tooltip headline="Workspace guests" tip="Limited access users in a workspace" cta="Learn about workspace roles" href="/documentation/platform/roles-access">Workspace guests</Tooltip> cannot access settings.
</Info>

***

## 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](https://lucide.dev/icons) 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.

  <Tip>
    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."*
  </Tip>

* **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 <Tooltip headline="Channels" tip="Channels connect Slack to your workspace for ticket routing" cta="Learn about channels" href="/documentation/tickets/channels">channel</Tooltip> for the workspace. When a default is set, tickets that don't match a specific channel are routed here.

### Default form

Select the default <Tooltip headline="Forms" tip="Forms define how tickets are submitted" cta="Learn about forms" href="/documentation/tickets/forms/request-types">form</Tooltip> for the workspace. When a default is set, new tickets use this form unless the submitter selects a different one.

### Workspace settings

<AccordionGroup>
  <Accordion title="Assignee options" defaultOpen>
    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

    <Info>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](/documentation/platform/roles-access) cannot assign tickets even to themselves.</Info>
  </Accordion>

  <Accordion title="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.

    <Warning>
      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.
    </Warning>

    **Default:** Disabled
  </Accordion>

  <Accordion title="Customer Portal">
    Enable **Customer Portal** to list this workspace in the <Tooltip headline="Requester portal" tip="Self-service home where end users submit and track requests" cta="Learn about the requester portal" href="/documentation/platform/portal/requesters">requester portal</Tooltip> 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.

    <Callout icon="link" color="#6B7280">
      Learn more about the [requester portal](/documentation/platform/portal/requesters) and how to brand it.
    </Callout>

    **Default:** Disabled
  </Accordion>
</AccordionGroup>

### 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.

<Note>
  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](/integrations/microsoft-teams/overview).
</Note>

### 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.

<Callout icon="link" color="#6B7280">
  Learn how to set up Slack integration in <Tooltip headline="Slack integration" tip="Connect your workspace to Slack" cta="View Slack setup" href="/integrations/slack/overview">Slack</Tooltip>.
</Callout>

**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 <Tooltip headline="Slack Assistant" tip="AI-powered assistant in Slack" cta="Learn about the Slack Assistant" href="/integrations/slack/ai-assistant">Slack Assistant</Tooltip>.

### Mirrors

Control which fields appear on <Tooltip headline="Ticket mirrors" tip="Interactive ticket representations in Slack" cta="Learn about ticket mirrors" href="/integrations/slack/ticket-mirror">ticket mirrors</Tooltip> 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:**

<AccordionGroup>
  <Accordion title="Status" defaultOpen>
    Display the status field on ticket mirrors.

    **Default:** Shown
  </Accordion>

  <Accordion title="Priority">
    Display the priority field on ticket mirrors.

    **Default:** Shown
  </Accordion>

  <Accordion title="Description">
    Display the description field on ticket mirrors.

    **Default:** Hidden
  </Accordion>

  <Accordion title="Assignee">
    Display the assignee field on ticket mirrors.

    **Default:** Shown
  </Accordion>

  <Accordion title="Requester">
    Display the requester field on ticket mirrors.

    **Default:** Shown
  </Accordion>

  <Accordion title="Approvers">
    Display the approvers field on ticket mirrors.

    **Default:** Shown
  </Accordion>

  <Accordion title="Source">
    Display the source field on ticket mirrors.

    **Default:** Shown
  </Accordion>

  <Accordion title="Custom Fields">
    Display custom fields from forms on ticket mirrors.

    **Default:** Shown
  </Accordion>
</AccordionGroup>

<Info>
  These settings control field visibility in channel mirrors. Ticket mirrors in Slack Home and flexpane views always display all fields regardless of these settings.
</Info>

### 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.

<Callout icon="link" color="#6B7280">
  Learn more about [emoji actions](/integrations/slack/emoji-actions).
</Callout>

***

## 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

<Callout icon="link" color="#6B7280">
  Learn about SLA targets and monitoring in <Tooltip headline="SLAs" tip="Service level agreement monitoring" cta="View SLA documentation" href="/documentation/automate/slas">SLAs</Tooltip>.
</Callout>

***

## 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](/documentation/tickets/reminders) and [assignment reminders](/documentation/tickets/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.

<Callout icon="link" color="#6B7280">
  Learn how schedules combine with SLA targets in <Tooltip headline="SLAs" tip="Service level agreement monitoring" cta="View SLA documentation" href="/documentation/automate/slas#business-schedules">SLAs</Tooltip>.
</Callout>

***

## 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.

<Callout icon="link" color="#6B7280">
  Learn how to configure cadence, business-hours behavior, and escalation in [approval reminders](/documentation/tickets/reminders#approval-reminders) and [assignment reminders](/documentation/tickets/reminders#assignment-reminders).
</Callout>

### 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 web app, and the customer 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:

1. Moves the ticket to **Open**.
2. 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.

<Info>
  Automation settings require workspace admin access.
</Info>

***

## 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

<Callout icon="link" color="#6B7280">
  Learn about status configuration in <Tooltip headline="Statuses" tip="Track ticket progress" cta="View statuses guide" href="/documentation/tickets/organize/statuses">Statuses</Tooltip>.
</Callout>

***

## Tags

Create and manage flexible labels for organizing tickets.

**Tag configuration:**

* Create workspace-specific tags
* Set tag names, descriptions, and colors

<Callout icon="link" color="#6B7280">
  Learn about tag management in <Tooltip headline="Tags" tip="Organize tickets with labels" cta="View tags guide" href="/documentation/tickets/organize/tags">Tags</Tooltip>.
</Callout>

***

## Tasks

Configure task settings and subtask workflows.

**Task management:**

* Create task templates for recurring workflows
* Define task steps and requirements
* Apply templates to tickets

<Callout icon="link" color="#6B7280">
  Learn about ticket tasks in <Tooltip headline="Tasks" tip="Break tickets into subtasks" cta="View tasks guide" href="/documentation/tickets/tasks">Tasks</Tooltip>.
</Callout>

***

## 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

<Callout icon="link" color="#6B7280">
  Learn about custom fields in <Tooltip headline="Custom fields" tip="Add structured data to tickets" cta="View custom fields guide" href="/documentation/tickets/forms/custom-fields">Custom fields</Tooltip>.
</Callout>

***

## API keys

Generate and manage API keys for programmatic workspace access.

**API key management:**

* Create API keys for workspace integration
* Revoke API keys

<Info>
  API keys provide programmatic access to workspace data. Store keys securely.
</Info>

***

## Webhooks

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

**Create a webhook:**

<Steps>
  <Step title="Open webhook settings">
    In workspace settings, select **Webhooks** from the left sidebar.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

**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.

***

## 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

<Callout icon="link" color="#6B7280">
  Learn about categories in <Tooltip headline="Categories" tip="Organize workspace content" cta="View categories guide" href="/documentation/tickets/organize/categories">Categories</Tooltip>.
</Callout>