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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.

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Request channels

Request channels are Slack channels where tickets are created from messages. Use any public or private Slack channel as a request channel.
1

Add Ravenna to a channel

Type /invite @ravenna in the Slack channel you want to use.
2

Connect the channel

Ravenna will prompt you to set up this Slack channel as a request channel. Click Connect and select your .
Multiple Slack channels can connect to a single Ravenna channel. All connected Slack channels share the same channel settings and automation rules.

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Methods

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.
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.
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.
Additional emojis can be configured via your workspace’s Emoji Actions settings to trigger ticket creation.
Learn more about emoji actions.

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Forwarded Slack messages

When someone forwards a Slack message into a connected request channel (or into a thread that syncs to a ticket), Ravenna captures the forwarded content and adds it to the ticket message.Each forwarded message appears in the ticket as:
  • A quoted block containing the forwarded text, with the original author’s name and channel (for example, Forwarded from @jane in #eng-oncall).
  • A view original link to the source message in Slack.
  • A link on the ticket named Forwarded from #channel-name that points back to the original message. When the channel name isn’t available, the link is named after the original author, or just Slack. Ravenna only adds the link when Slack provides a web URL for the source message.
  • Any files attached to the forwarded message, uploaded as ticket attachments alongside files attached to the outer message. Forwarding into a direct message with the agent carries the text but not those files.
Mentions, links, and emoji inside the forwarded text are resolved the same way as the outer message. If Ravenna can’t read the forwarded message (for example, it was shared from a private channel the bot isn’t in), the quoted block is replaced with a marker noting that the content wasn’t accessible.
Only true forwarded shares (Slack’s Forward message action) are captured. Pasting a Slack message link that Slack unfurls into a preview is not treated as a forward and is not added to the ticket.

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Ticket privacy

Ravenna provides flexible privacy controls to protect sensitive information while maintaining collaboration.

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Privacy behavior

Direct Messages (DMs)

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.
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)
Learn more about form configuration.
When multiple privacy settings could apply, Ravenna follows this priority order:
1

DM Context

If the ticket is created from a DM, it’s always private
2

Form Setting

If the form has privacy enabled, the ticket is private
3

Default

Otherwise, the ticket is public within the workspace

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Who can see private tickets

Private tickets are only visible to:
  • The ticket requester
  • Assigned team members
  • Followers explicitly added to the ticket
  • Workspace administrators
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.
Last modified on September 28, 2026