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A custom branded service desk app gives your service desk its own app in Slack, under your company’s name and icon. You choose the app name, icon, descriptions, background color, and slash commands. Ravenna creates the app in your Slack organization, installs it in every connected workspace, and moves ticketing onto it. People then file requests, get replies, and use slash commands with your service desk app instead of the Ravenna app.
The Custom Branded Service Desk App in Slack is in alpha and available to selected organizations. To request access, contact your Ravenna representative, or reach out to the Ravenna team on Slack or through the in-app chat. Testing it? See the alpha tester guide.
Organization admins set up and deploy the service desk app from Settings > Integrations > Slack.

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Before you start

  • Connect Slack to Ravenna. See Slack setup.
  • Be an organization admin in Ravenna.
  • Be able to sign in to Slack as a Slack admin, or have one with you, to grant Ravenna App management access.

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Open the service desk app settings

1

Open the Slack integration

Go to Settings > Integrations and open Slack.
2

Manage the service desk app

Under Branded app, find Your own Slack app and click Manage.
The Branded app settings have two tabs: Branding and Deployment.
Integration pages are in early access (integrationDetailPage). When it’s on for your organization, the Slack integration opens as a list of connections, and you open the service desk app by selecting Branded app (Custom name, icon and slash commands) in that list. The Branded app settings then open as their own page with the same two tabs.

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Connect privileged access

Ravenna creates and installs the service desk app with Slack’s app management permission, so each Slack organization needs privileged access with App management granted first.
1

Open the Deployment tab

Open the Branded app settings and select Deployment. Each Slack workspace, or each Enterprise Grid organization with its workspaces nested under it, appears as a card.
2

Connect privileged access

On a card that shows Needs Slack admin approval to deploy, click Connect privileged access.
3

Grant App management

In Privileged Slack access, select App management (Install your branded and agent apps) and connect. Ravenna sends you to Slack, where a Slack admin authorizes the request and returns you to Ravenna.
Choose every capability you need before you connect. The permissions you grant are fixed once you connect.
On Enterprise Grid, the organization card shows Admin connected once access is granted. Workspaces appear under it as Slack grants Ravenna access to them. Until then, the card shows Waiting for workspace access grants from Slack….
Learn more about connecting Slack

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Set your branding

Save branding before you deploy. Deploy stays unavailable, with the hint Save branding first, until you do.
1

Open the Branding tab

Open the Branded app settings and select Branding.
2

Fill in the fields

Enter your app details. The table below lists each field and its limits.
3

Save

Click Save. Ravenna confirms with Branding saved.
Your slash commands work the same way as Ravenna’s own .

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Deploy the app

1

Open the Deployment tab

Open the Branded app settings and select Deployment.
2

Deploy

Click Deploy. Ravenna confirms with Branded app deployed.
Deploying runs for each Slack organization with App management access:
  1. Ravenna creates your app in the Slack organization.
  2. Ravenna installs the app’s bot in every connected workspace of that organization.
  3. The Ravenna app adds your bot to every Slack channel connected to Ravenna in that workspace.
  4. Once your bot is in every connected channel, it takes over ticketing in that workspace.
The heading on the Deployment tab shows how many workspaces have the app, for example Installed in 2 of 3 Slack workspaces. Workspaces that join your Enterprise Grid organization later get the app installed automatically.

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Deployment statuses

Each workspace card shows the install date and these statuses: If your bot misses some channels, the workspace card names them: Couldn’t add the bot to #it-help, #access-requests, it takes over ticketing once it’s in all of them. Add the Ravenna app to those channels in Slack, then click Deploy again. Deploy stays available while any reachable workspace is missing the app.

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What changes in Slack

Once your app handles tickets in a workspace:
  • Your app creates tickets, replies, and posts updates in connected channels, with your app name and icon.
  • People DM your app to get help and file requests.
  • Your slash commands, shortcuts, and app home run on your app.
  • New DMs, slash commands, shortcuts, and the app home on the Ravenna app answer with Support requests now go through your app, and a Message button that opens a DM with your app.
  • Threads that started before the switch continue with the app that started them.
Learn more about creating tickets from Slack

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Update the app

After you change and save the branding, the Update app button on the Deployment tab is highlighted. Click Update app to push the new branding and icon to Slack. Ravenna confirms with Branded app updated. If Slack rejects the change, the previous version stays live and the card shows the error.
Update app also reinstalls the bot in workspaces marked Outdated, so their Slack permissions match the app’s.
Last modified on November 13, 2026