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Every ticket has specific roles that control access, notifications, and workflow permissions. Understanding these roles helps ensure the right people are involved at the right time.

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Requester

The requester is the person who needs help or submitted the ticket. This is typically the end user requiring assistance. Each ticket has exactly one requester, automatically assigned when the ticket is created from a Slack message, form submission, or email. The requester receives updates about status changes and new messages throughout the ticket lifecycle.

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Author

The author is the person who physically created the ticket in Ravenna. This may be the same person as the requester or someone acting on their behalf. Each ticket has one author who cannot be changed once set. The author remains fixed throughout the ticket lifecycle. Common scenarios:
  • Self-service: Author and requester are the same person
  • Proxy creation: A support agent creates the ticket on behalf of someone needing help
  • Escalation: A manager creates a ticket for a team member’s issue requiring formal tracking
The author is who created the ticket record in Ravenna. The requester is who the ticket is for (the person needing help). In self-service scenarios, they’re the same person.

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Assignees

The assignee is the person responsible for working on and resolving the ticket. This role can change throughout the ticket lifecycle as work is transferred between team members. Each ticket can have only one assignee at a time, though tickets can exist without an assignee. The assignee receives updates about ticket changes and new messages.

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Assign tickets

Manual assignment

Assign tickets directly from several locations:
  • Ticket detail page
  • Bulk operations in ticket lists
  • Slack using commands or shortcuts
  • “Assign to me” quick action button
Configure automatic assignment through:
  • auto-assignment: Assign tickets to specific users automatically
  • Round-robin: Distribute tickets evenly among team members
  • automation: Assign based on ticket conditions, content, or events
Unassigned tickets remain in the channel until manually assigned or picked up by team members.

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Followers

Followers are users who need to stay informed about ticket progress but aren’t directly responsible for resolving it. Multiple users can follow a single ticket. Any number of users can follow a ticket and receive updates about changes and new messages. Followers can be added or removed at any time. Following a ticket doesn’t grant additional access permissions.

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Manage followers

Add followers

Add followers through:
  • Ticket detail page
  • based on conditions
  • @mentions in ticket messages (from Slack or web app)
When you @mention a user in a ticket message, they’re automatically added as a follower. This works for both new messages and edits.The system filters out:
  • Users already following the ticket
  • The ticket’s requester and assignee
  • Bot users
  • The message author
Users can remove themselves from following tickets. can also remove followers when conditions are met.
Followers receive DM notifications for ticket updates through Slack. Email preferences can be configured for follower updates.
For , @mentions do not automatically add users as followers. This prevents unintended access to sensitive information.
Followers receive notifications when tickets are updated, helping teams stay informed without being directly assigned

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Approvers

Approvers are users who have authority to approve or decline tickets before work can proceed. This role is essential for workflows requiring authorization. Tickets can have multiple approvers who can approve or decline tickets. Approvals trigger automated actions through integration, and approvers receive special notifications and reminders.

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Approval process

Approval states

  • Pending: Ticket awaits approval decision
  • Approved: At least one approver has approved the ticket
  • Declined: At least one approver has declined the ticket
Approvers can:
  • Approve the ticket to allow it to proceed
  • Decline with an optional reason
  • Remove their previous approval decision
Approve or decline tickets directly from Slack using approval buttons. The system sends automatic reminders for pending approvals and notifications when decisions are made.
Receive email notifications for pending approvals with automatic escalation for overdue approvals. All approval decisions are tracked in an audit trail.

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Add approvers

Add approvers through:
  • Ticket creation form
  • automation based on ticket type or conditions
  • Manually on existing tickets as needed