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Channels organize tickets by team, topic, or workflow. Every ticket belongs to a channel, and each channel functions as a dedicated container with its own:
  • Prefix - Appears in ticket numbers (e.g., HELP-123)
  • Settings - Controls ticket creation, automation, and notifications
  • Integrations - Connects to Slack, email, forms, and external systems
  • Routing rules - Determines which tickets land in the channel
Use channels to separate work by team (Engineering, Support), topic (Bugs, Features), or workflow stage.

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Create a channel

1

Open channel creation

In your left sidebar, click the + button next to Channels.
2

Configure channel

Add an emoji, name, and prefix. The prefix appears in ticket numbers (e.g., HELP-123).
3

Save

Click Create to save the channel.
Every workspace includes a Slack system channel that is always visible and receives tickets created from Slack when no specific channel applies. New workspaces also include Web, the default channel that you can customize.

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Channel settings

Access channel settings by selecting a channel and clicking Settings.
Connect an to handle interactions in connected Slack channels. Agents can answer questions, create tickets, and apply rules you configure.Create agents in Settings > Agents before connecting them to channels.
Connect as sources for tickets. Multiple Slack channels can connect to a single Ravenna channel.
Configure how tickets are created and managed in Slack.Auto create tickets Automatically create tickets for all messages in connected Slack channels. Thread replies update the parent ticket.Ignore workspace members Skip ticket creation for messages from workspace members. Requires auto create tickets to be enabled.Send all tickets to triage channel Automatically send tickets created in this channel to your .Silent mode Prevent ticket mirrors from appearing in request Slack channels.AI tags Automatically extract and apply tags to tickets based on message content.System emojis Send system emoji updates to Slack when ticket actions occur.CSATs Send when tickets are resolved.
Ticket events Send Slack messages for ticket updates including priority, tags, due date, form, snooze, channel, and starred changes.
Requires silent mode to be disabled.
Public ticket actions Send action buttons in request Slack channels for all users, including non-workspace members.Public emoji actions Allow all users to trigger actions with .
Enable your channel to receive emails and convert them into tickets. Each channel gets a unique email address in the format PREFIX+CHANNEL_ID@mail.ravenna.ai.The Email tab is split into two sections:
  • Inbound - Controls which emails become tickets. Configure guest users, forwarded requester extraction, bounce handling, blocked senders, and sender allow lists.
  • Outbound - Controls the replies and notifications the channel sends. Configure blocked recipients, agent email masking, sender name, and the email footer.
Learn more about Email integration for complete setup instructions and features
Associate with your channel. Connected forms appear as options when creating tickets in the channel.
Connect to provide AI agents with context for answering questions.
Configure bidirectional synchronization between Ravenna and external ticketing systems.Ticket replication keeps tickets in sync across platforms with automatic updates to comments, status changes, and ticket details.Supported integrations:
  • Jira - Jira Software, Work Management, and Service Management
  • Linear - Issue tracking and project management
1

Connect integration

Install and configure the integration in Settings > Integrations.
2

Navigate to ticket replication

Open Ticket Replication in channel settings.
3

Enable replication

Enable replication for your connected integration.
4

Configure preferences

Click Configure to set channel-specific mapping and preferences.
5

Toggle directions

Select replication directions (Ravenna → External, External → Ravenna).
Learn more about each integration’s ticket replication capabilities in their documentation

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Hide channels from your sidebar

You can hide any channel from your own sidebar without affecting other workspace members. Hiding is a personal preference: other members still see the channel, ticket routing continues to work, and every ticket in the channel remains accessible from URLs, search, and views.To hide a channel, right-click it in the sidebar (or open its menu) and select Hide. The channel moves into a collapsible Hidden group at the bottom of the Channels section. Expand Hidden, then right-click a channel there and select Unhide to restore it to its previous position.Use this to declutter your sidebar when your workspace has channels you don’t work in day-to-day.

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Move tickets between channels

1

Select tickets

Select one or more tickets from the ticket list.
2

Open move dialog

Click Move from the bulk actions menu or individual ticket menu.
3

Select destination

Select the target channel and optionally update other properties.
4

Confirm move

Click Move to transfer the tickets.

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Share tickets with another workspace

Share a ticket into a channel in another workspace when a second team needs to work the same request. The ticket keeps its home channel, its ID, and its owner, and the destination team gets full access to it. You cannot share a ticket into another channel in its own workspace; move it instead.
Use sharing when two teams need to work one request, and for related but separate tickets.
Learn more about sharing tickets

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Ticket routing

Ravenna routes tickets using this priority order:
1

Form default channel

If a specifies a default channel, the ticket routes there.
2

Slack channel connection

If the source Slack channel is connected to a specific channel, the ticket routes there.
3

Slack system channel

Tickets created from Slack without a specific channel, such as direct messages, shortcuts, and modals, route to the workspace’s Slack channel.
4

Workspace default

The workspace’s default channel is used as a fallback for everything else.
Set a default channel in Settings > Workspace > General.

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Delete a channel

1

Select channel to delete

Navigate to the channel you want to delete and click Settings.
2

Delete channel

Scroll to the bottom and click Delete Channel.
3

Select destination channel

Select a destination channel to move all existing tickets from the channel you’re deleting.
4

Confirm deletion

Confirm the deletion. All tickets will be moved to the selected channel and the original channel will be deleted.
This action cannot be undone. All tickets will be permanently moved to the destination channel.
Last modified on October 23, 2026