Set up a triage channel

A triage channel is a private Slack channel where mirrors of every new request land, so your team has one place to track, claim, and act on incoming work without leaving Slack. Each workspace has one. Responders can take the same actions here that they can in Ravenna or in a public request channel. Everything syncs back to the original thread and to the ticket. Time: about 5 minutes.

Interactive walkthrough
Step-by-step

Create a private Slack channel

Create a private Slack channel for triage if you do not have one. This example sets one up for the IT Operations team, and it becomes the main place responders are alerted to new tickets in the workspace.

A private Slack channel created for IT Operations triage

Invite Ravenna to the channel

Send /invite @Ravenna in the channel.

Connect it as a triage channel

Ravenna replies with a message only you can see. Click Connect Agent Channel.

The Slack prompt with a Connect Agent Channel button

Select your workspace and click Save.

Confirm it in workspace settings

In Ravenna, open your workspace settings and click Slack in the left sidebar. Your triage channel appears there.

Workspace Slack settings showing the connected triage channel

Send a test ticket

Send a message in your request channel, for example #ask-it, to create a test ticket. A notification appears in the triage channel.

A ticket mirror in the triage channel with responder action buttons

This mirror looks like the one in the request channel but carries extra action buttons for responders.

Close-up of the assign, status, and priority buttons on a triage mirror

Try it out

Triage channel or a view?

Both. The triage channel is the push notification, useful for teams who live in Slack and want to know the moment something arrives. Saved views in Ravenna are the pull, useful for working a backlog. Most teams set up an Unassigned view alongside the triage channel and use whichever suits the moment.

Learn more about views and private notes

Give Ravenna a classification scheme so tickets sort themselves as they arrive.

Set up categories

Classify tickets automatically by topic so reporting and routing have something to work with.

Last modified on October 5, 2026

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