Ravenna uses Slack’s Reacjis system to trigger actions. Reacjis are custom reactions that perform automated actions when added to messages.
Available actions
React to any message with these emojis to perform ticket actions instantly:Ticket creation
Ticket creation
| Emoji | Action | Description |
|---|---|---|
| 🎫 | Create ticket | Creates a new ticket from the message |
Assignment and following
Assignment and following
| Emoji | Action | Description |
|---|---|---|
| 👀 | Assign to me | Assigns the ticket to yourself |
| 💼 | Assign | Opens a modal to assign the ticket to someone |
| 🤫 | Convert to private | Converts a public ticket to private, moves conversation to DMs |
| ✋ | Follow | Adds you as a follower of the ticket |
Status management
Status management
| Emoji | Action | Description |
|---|---|---|
| ✅ | Resolve | Marks the ticket as resolved |
| ❌ | Close | Closes the ticket |
| 📖 | Reopen | Reopens a closed or resolved ticket |
Ticket properties
Ticket properties
| Emoji | Action | Description |
|---|---|---|
| 🏷️ | Tags | Opens a modal to update ticket tags |
| ⚡ | Priority | Opens a modal to update ticket priority |
| ✍️ | Edit | Opens a modal to edit ticket details |
AI and knowledge
AI and knowledge
| Emoji | Action | Description |
|---|---|---|
| ✨ | AI response | Suggests a response using AI |
| 🧠 | Generate knowledge | Generates knowledge base articles from the ticket |
Privacy
Privacy
| Emoji | Action | Description |
|---|---|---|
| 🔒 | Private channel | Creates a private Slack channel for the ticket |
System emoji updates
Enable automatic emoji reactions on tickets when events occur. Ravenna adds emojis to provide visual feedback about ticket status changes directly in Slack threads.1
Navigate to channel settings
Go to Channel > Settings in your Ravenna workspace.
2
Open Slack settings
Click Slack in the settings navigation.
3
Enable system emojis
Toggle System Emojis in the ticketing behavior section.
System emoji updates only appear in with this setting enabled.