Skip to main content
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.

​
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.

​
Methods

Create tickets by reacting to messages with emojis in connected Slack channels.

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 a private Slack channel simultaneously for sensitive discussions.
Additional emojis can be configured via your workspace’s Emoji Actions settings to trigger ticket creation.
Learn more about emoji actions.

​
Ticket privacy

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

​
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

​
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.