Create Ravenna tickets directly from Slack using emoji reactions, slash commands, message shortcuts, request channels, and the App Home tab.
Ravenna offers multiple ways to create tickets directly from Slack, making it easy for both your team and customers to get support.
One ticket per thread: Ravenna follows a one ticket per Slack thread model. If you apply the ticket emoji to multiple messages in the same thread, only one ticket will be created for that thread.
Create tickets by reacting to messages with emojis in connected Slack channels.
Emoji reactions only work on messages posted directly in a channel, not on replies within a thread. To create a ticket using an emoji, react to the original channel message rather than a threaded reply.
Ticket emoji (🎫)
The simplest way to create a ticket is by adding the 🎫 emoji to any message.
1
Add the emoji
React to any message with the 🎫 emoji in a connected Slack channel.
2
Ticket created
Ravenna automatically creates a ticket from that message and thread.
Shushing face emoji (🤫)
The 🤫 emoji creates a new ticket and immediately marks it as private. If a ticket already exists for the thread, it converts the existing ticket to private. The reactor is assigned as the ticket owner.
Lock emoji (🔒)
The 🔒 emoji creates a private Slack channel for an existing ticket. After reacting, you’ll see a confirmation button. Once confirmed, Ravenna creates a dedicated private channel and invites the requester, assignee, followers, and approvers.
Custom emoji actions
Additional emojis can be configured via your workspace’s Emoji Actions settings to trigger ticket creation.
When an Agent is connected to your channel, create tickets through natural conversation.
Direct command
Type “Create a ticket: [your message]” and your Agent will automatically create a ticket for you.
Agent prompt
If your Agent cannot answer a question, it will prompt you to create a ticket. Click the button to proceed with ticket creation.
Attach a file or screenshot
Drag and drop files or screenshots into the same Slack message you send to the Agent. The Agent reads the attached document (PDFs, images, and text files) and uses its contents to answer your question or prefill form fields when creating a ticket.Learn more about file handling in agents.
Create tickets quickly using the Ravenna slash command.
1
Type the command
Type /rav create (or /help) in any Slack channel.
2
Pick a workspace and form
Ravenna asks which workspace the request belongs to, then which form to use. The workspace list only includes workspaces where you have at least one published form you’re allowed to submit, so you can’t reach a dead end. If no workspace qualifies, Ravenna tells you to contact your admin instead of opening an empty picker.
3
Fill it in
Complete the form’s fields and submit. Every request goes through a form, so there is no generic option to skip form selection.
Use the message shortcut as an alternative to emojis.
1
Open message menu
Hover over any message and click the message menu button (three dots).
2
Select option
Select “Create a ticket” from the options.The modal prefills the description with the text of the message you started from, so you can send it as-is or edit it before submitting. This applies whichever form you pick, and to the basic ticket form too.
3
Select acknowledgement (optional)
When you create a ticket from a DM or from a channel that isn’t a connected request channel, the modal shows a Publicly acknowledge that a ticket was created? checkbox. Leave it checked to post a confirmation in the original thread, or uncheck it to receive a private, ephemeral confirmation only you can see.The default state of this checkbox comes from the Shortcut Public Acknowledgement setting on the form used to create the ticket.
Message shortcuts work inside any channel, thread, or DM, even if Ravenna is not present. This makes them ideal for quickly creating tickets from messages in private conversations or channels where Ravenna is not installed. Emoji actions require Ravenna to be a member of the channel.
If the form is marked Private and the shortcut is triggered from a public channel, Ravenna creates the ticket in DMs and posts a link in the original thread instead of the standard confirmation, so the conversation can continue without leaking ticket details.
Skip the modal entirely and create tickets instantly from Slack message shortcuts. When you trigger a message shortcut with rapid creation enabled, the ticket is created immediately in your configured workspace’s default queue.How it works:
The message you shortcut becomes the first message on the ticket
Ravenna auto-generates a title and description from the message thread
No form or modal is shown
1
Navigate to preferences
Go to Settings → Preferences → Rapid Ticket Creation.
2
Select a workspace
Choose the workspace where rapid-created tickets should land. This enables the feature.
3
Use a message shortcut
Hover over any message in Slack, click the three-dot menu, and select “Create a ticket”. The ticket is created instantly without showing a form.
The selected workspace must have a default queue configured. If no default queue exists, Ravenna falls back to the standard ticket creation modal.
To disable rapid creation, go to Settings → Preferences → Rapid Ticket Creation, open the ⋯ menu on the Workspace row, and select Remove. You can also edit the selection and clear the workspace picker. Either way, message shortcuts will show the full ticket creation form again.
Paste a Ravenna form URL into any Slack channel, DM, or thread to share it as an unfurled card with an Open Form button. Click the button to open the form as a Slack modal and submit a request without leaving Slack.
1
Copy a form URL
From Ravenna, copy the URL of the form you want to share (for example, https://app.ravenna.ai/{workspace}/forms/{formId}). Both /forms/{formId} and legacy /request-types/{formId} URLs are supported.
2
Paste in Slack
Paste the URL in any Slack channel, DM, or thread. Slack unfurls the link into a card showing the form’s name, emoji, and description (or a default prompt to submit a request).
3
Open the form
Click Open Form to launch the form as a Slack modal. Submit it to create a ticket without leaving Slack.
Tickets created this way are routed using the standard fallback chain: the queue connected to the current Slack channel, then the workspace’s default queue. Users only see forms they have access to — if a user is not allowed to submit a form, the modal does not open.
Share form URLs in team channels, onboarding messages, or help threads to give teammates a one-click way to open the right form.
Create custom workflows that trigger when a certain emoji is added to a message in a channel. For example, you could set up a workflow that creates a ticket and assigns it to a specific team based on the emoji used.
Tickets created from Slack DMs are always private, regardless of any other settings. This guarantees that sensitive one-on-one conversations remain confidential.
DM privacy cannot be overridden. This is a security feature to protect sensitive communications.
Form Privacy
Forms can be configured with a Private toggle that sets the default privacy for tickets created with that form.When a form has privacy enabled:
Tickets created in public channels will be private
Tickets created in DMs remain private (DM rule always applies)
Private tickets cannot be shared across channels. The share functionality is disabled for private tickets to maintain confidentiality.
If you reply in the original public request thread of a private ticket, Ravenna sends you a one-time ephemeral warning reminding you to continue the conversation in DMs. This prevents accidental information leakage in public channels.
