You’re testing the Custom Branded Service Desk App in Slack, a new feature in alpha. It puts your service desk’s own Slack app in front of Ravenna:
- Your branding: app name, icon, short and long descriptions, background color, and up to five slash commands.
- One deploy for the whole organization: Ravenna creates one app per Slack organization and installs it in every connected workspace, including workspaces that join later.
- Ticketing moves over: once the app is in every connected channel of a workspace, it handles tickets there, and the Ravenna app points people to it.
Where extra flags change the docs
Where extra flags change the docs
How to test
How to test
1
Connect app management
Open the Slack integration and its Branded app settings. On the Deployment tab, click Connect privileged access on each Slack workspace or Enterprise Grid organization that shows Needs Slack admin approval to deploy, and grant App management. See Connect privileged access.
2
Save branding
On the Branding tab, upload a square icon, enter an app name and short description, pick a background color, and add a slash command such as
/acmehelp. Click Save. See Set your branding.3
Deploy
On the Deployment tab, click Deploy. Check that each workspace turns Installed, then Handles tickets once the app has joined every connected channel. See Deploy the app.
4
Use it in Slack
Post a request in a connected channel and check that your app replies with your name and icon. Run your slash command. DM your app and file a request. See What changes in Slack.
5
Check the Ravenna app pointer
Open a new DM with the Ravenna app, or run
/rav. Check that it answers with Support requests now go through your app and a Message button that opens a DM with your app.6
Change the branding
Change the app name and save. On Deployment, check that Update app is highlighted, click it, and check that Slack shows the new name. See Update the app.
Known limitations
Known limitations
These work as designed. Don’t report them as bugs:
- Each Slack organization gets one service desk app. An Enterprise Grid organization shares one app across its workspaces.
- A workspace keeps the Ravenna app for tickets until the service desk app has joined every connected channel there. A private channel the Ravenna app isn’t in blocks the switch until someone adds the app to it.
- Threads started before the switch finish with the Ravenna app, because Slack only lets an app edit its own messages.
- Slack only accepts PNG, JPG, and GIF icons.
- People can’t install the service desk app from Slack’s app directory. Ravenna installs it.
- Removing a deployed service desk app is done by Ravenna. Contact your Ravenna representative to remove it.
What we're exploring
What we're exploring
These are ideas the team is working through during the alpha. They aren’t commitments, and they can change or be dropped.
- Ravenna AI in the Ravenna app: once your service desk app handles tickets, the Ravenna app could become an AI assistant in Slack instead of pointing people to your app.