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Install the Slack app to enable ticketing and AI features in your workspace
This guide walks you through installing and configuring the Slack integration.

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Prerequisites

Before you begin, ensure you have:
  • Admin access to your Slack workspace

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Setup guide

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Install Slack app

1

Navigate to integrations

  1. Go to Settings > Integrations
  2. Find Slack in the Communication section
2

Select Slack integration

Click Connect on the Slack integration card
3

Authorize Slack access

  1. You’ll be redirected to Slack to authorize the app
  2. Select your Slack workspace from the dropdown
  3. Review the requested permissions
  4. Click Allow to grant access
4

Complete installation

After authorization, you’ll be redirected back with the integration connected

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Configure channels

1

Connect queues to channels

Link queues to Slack channels for ticket creation:
  1. Go to Settings > Queues
  2. Select a queue to configure
  3. Navigate to the Channels tab
  4. Select a Slack channel to connect
  5. Configure ticket creation settings (silent mode, auto-create, etc.)
2

Invite bot to channels

For monitoring channels, invite the bot:
  1. Open the Slack channel you want to connect
  2. Type /invite @Ravenna
  3. The bot will join and start monitoring based on your queue settings

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Troubleshooting

Cause: Bot not invited to channel or integration disconnectedSolution:
  • Verify the bot is invited to the channel (/invite @Ravenna)
  • Check integration status in Settings > Integrations
  • Try disconnecting and reconnecting the integration
Cause: Queue not connected to channel or silent mode enabledSolution:
  • Verify the channel is connected to a queue
  • Check queue settings - silent mode only shows tickets in web or triage channel
  • Ensure the queue is not paused
  • Review queue channel configuration
Cause: Slack app missing required permissionsSolution:
  • Reinstall the Slack app to grant all permissions
  • Verify workspace admin approved the installation
  • Check Slack workspace settings for app restrictions
Cause: AI not enabled or knowledge sources not configuredSolution:
  • Enable AI in Settings > AI
  • Add knowledge sources in Settings > Knowledge
  • Verify AI is enabled for the specific queue
  • Check AI personality configuration

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Features

Once connected, you can use Slack platform features:

Ticket creation

Create tickets from Slack messages automatically or manually

Triage channels

Route requests through triage for review before ticket creation

AI assistant

Enable AI-powered responses and ticket suggestions

Slash commands

Use commands to interact with the service desk

Emoji reactions

Update ticket status using emoji reactions

App home

Access tickets and tasks from the app home
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