> ## 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.

# Triage channel

> Set up a dedicated Microsoft Teams triage channel where new ticket cards from your Ravenna workspace appear so your team can review, assign, and respond in one place.

A triage channel is a dedicated Microsoft Teams channel where new tickets from your workspace appear as Adaptive Cards. This gives your team a centralized location to monitor, triage, and manage incoming requests without jumping between every connected request channel.

<View title="Human" icon="user">
  ## Set up a triage channel

  <Steps>
    <Step title="Install Ravenna in the team">
      Make sure the Ravenna app is installed in the team that contains the channel you want to use for triage. A team owner must complete this step so Ravenna gets the right resource‑specific consent permissions.
    </Step>

    <Step title="Start the connect flow">
      In the Teams channel you want to use for triage, post a message that @-mentions **@Ravenna**. The bot replies with an Adaptive Card.
    </Step>

    <Step title="Choose triage">
      On the card, click **Set up as triage channel** and pick the Ravenna workspace this triage channel should serve.
    </Step>
  </Steps>

  <Info>
    Each workspace can have one Teams triage channel. We recommend using a **private** channel that only your support team can see.
  </Info>

  ***

  ## Configure ticket forwarding

  Control which <Tooltip headline="Channels" tip="Channels organize tickets by team, topic, or workflow" cta="Learn about channels" href="/documentation/platform/channels">Channels</Tooltip> send tickets to the triage channel.

  <Steps>
    <Step title="Navigate to Channel settings">
      Go to **Channel > Settings** and click **Microsoft Teams** in the left navigation.
    </Step>

    <Step title="Enable triage forwarding">
      Toggle **Send all tickets to Triage Channel** to control whether tickets from this Channel appear in the Teams triage channel.
    </Step>
  </Steps>

  <Info>
    By default, forwarding is **disabled**. Enable it per Channel so you can keep high-volume or specialized Channels independent and out of the triage channel.
  </Info>

  ***

  ## How triage channels work

  <AccordionGroup>
    <Accordion title="Ticket cards" icon="ticket">
      New tickets are posted as Adaptive Cards in a fresh channel thread. Cards show ticket number, title, status, priority, assignee, requester, and a deep link back to Ravenna, and update in real time as the ticket changes.

      <Callout icon="link" color="#6B7280">
        Learn more about [ticket mirrors](/integrations/microsoft-teams/ticket-mirror).
      </Callout>
    </Accordion>

    <Accordion title="Message synchronization" icon="arrow-left-right">
      Bidirectional message sync between the triage thread and the original request thread is not yet available in the Teams beta. It is planned.

      Today the triage channel shows ticket cards that update in real time as the ticket changes, but replies are not relayed between the triage thread and the request thread. To respond to a requester, reply in their original request channel.
    </Accordion>

    <Accordion title="Ticket actions" icon="mouse-pointer-click">
      Action buttons on the ticket card let team members:

      * Assign tickets to themselves or others
      * Update status
      * Set priority and tags
      * Resolve or close tickets

      Actions sync immediately with Ravenna and every other mirror of the ticket.
    </Accordion>

    <Accordion title="Cross-workspace ticket moves" icon="arrow-right-left">
      When a ticket is moved to a different workspace, the existing Teams ticket card updates in place to reflect the change. Posting a fresh card into the destination workspace's triage channel is not yet available in the Teams beta. It is planned.
    </Accordion>
  </AccordionGroup>

  ***

  ## Best practices

  <AccordionGroup>
    <Accordion title="Use a private channel" icon="lock">
      Keep your triage channel private so only your support team sees all incoming tickets.
    </Accordion>

    <Accordion title="Manage notifications strategically" icon="bell">
      Mute request channels and keep notifications on for the triage channel only to reduce noise while maintaining full visibility.
    </Accordion>

    <Accordion title="Configure selective forwarding" icon="settings">
      Not every Ravenna channel needs to forward to triage. Keep self-service or low-priority Channels off the triage stream so the team can focus on what needs attention.
    </Accordion>
  </AccordionGroup>
</View>

<View title="Agent" icon="bot">
  ## Mental model

  A Teams triage channel is a single Microsoft Teams channel that aggregates ticket cards from across a Ravenna workspace. It is the team's operational hub for monitoring, prioritizing, and acting on incoming tickets. Each workspace can have at most one Teams triage channel.

  The triage channel is a Teams-side concept. It does not create a Ravenna channel. It is a forwarding destination for ticket cards from one or more Ravenna channels.

  ***

  ## Triage channel vs request channels

  | Aspect              | Triage channel                            | Request channels                        |
  | ------------------- | ----------------------------------------- | --------------------------------------- |
  | **Purpose**         | Team monitoring and management hub        | User-facing ticket creation point       |
  | **Audience**        | Support team (typically private)          | End users and requesters                |
  | **Per workspace**   | One                                       | Many                                    |
  | **Ticket creation** | No (cards only, not creation)             | Yes (messages become tickets)           |
  | **Message sync**    | Cards only; reply relay not yet available | Reply relay to triage not yet available |
  | **Actions**         | Full ticket management via card buttons   | Configurable via card actions           |

  ***

  ## Forwarding configuration

  By default, Ravenna channels do **not** forward tickets to the Teams triage channel. Each Ravenna channel must explicitly enable **Send all tickets to Triage Channel** in its Microsoft Teams settings.

  This allows selective forwarding:

  * High-priority channels forward to triage for team visibility.
  * Self-service or low-volume channels can be managed independently without triage forwarding.

  ***

  ## Ticket moves across workspaces

  When a ticket is moved to a different workspace, the existing Teams ticket card updates in place to reflect the new workspace. The following are not yet implemented for Teams and are planned:

  * A moved indicator on the original triage card pointing at the new workspace.
  * A new card posted into the destination workspace's triage channel.

  ***

  ## Posting model

  Triage cards are posted by creating a **new top-level channel post** in the triage channel (not as a reply in an existing thread). This ensures each ticket renders as its own thread root.

  Card posting is **idempotent per ticket**: if a triage card has already been posted for a ticket, Ravenna skips re-posting and updates the existing card instead.

  ***

  ## Constraints and gotchas

  * One Teams triage channel per workspace. You cannot have multiple Teams triage channels.
  * Ravenna must be installed in the team that owns the triage channel, with RSC granted at install time.
  * Triage forwarding is per-channel, not per-workspace. You must enable it on each Ravenna channel individually.
  * All ticket actions taken from the triage card (assign, status change, close) sync immediately to Ravenna and to every other card.
  * 1:1 chats with the Ravenna bot are never the source for triage mirroring. Only tickets created in channels with forwarding enabled are mirrored.
</View>