How ticket mirrors work Ticket mirrors sync in real-time between Slack and Ravenna. When you add an assignee, update a status, or make any change to a ticket, the mirror immediately reflects this across all instances in Slack. Mirror routing Ticket mirrors appear in different locations based on how the ticket was created: Tickets created in a Slack channel connected to a Ravenna Channel. The mirror appears in the thread of the original message and is visible to all Slack channel members. Tickets created from DMs or Slack Home. The mirror is sent to DMs for the requester, assignee, followers, and approvers only. When triage forwarding is enabled, ticket mirrors are sent to the designated triage channel for team review. Shared tickets When a ticket is shared across multiple Channels, the mirror routing behavior depends on the Channel configuration: * **Primary Channel mirror**: The ticket mirror appears in the primary Channel’s configured location (public Slack channel, DM, or triage channel) * **Shared Channel mirrors**: Additional mirrors are sent to the triage channels of any Channels the ticket is shared with * **DM mirrors**: Assignees, followers, and approvers from all Channels receive DM mirrors regardless of which Channel they belong to Sharing tickets across Channels allows multiple teams to collaborate on the same ticket while maintaining visibility in their respective triage channels. Learn more about [moving tickets between workspaces](/documentation/tickets/relations) *** Configure ticket mirrors Customize which fields appear on ticket mirrors and their display order across your workspace. Control visibility and ordering for status, priority, description, assignee, requester, approvers, source, and custom fields. Go to **Settings > Workspace** in your Ravenna dashboard. Click **Slack** in the left settings navigation. Select the **Mirrors** tab. Drag fields to reorder them and toggle visibility to customize what appears on ticket mirrors in Slack channels. Field visibility and ordering settings apply workspace-wide. Ticket mirrors in Slack Home and flexpane views always show all fields regardless of these settings. Learn more about [ticket mirror field configuration](/documentation/platform/workspaces/settings#ticket-mirrors) Enable ticket actions for end users in request Slack channel ticket mirrors, allowing them to take actions like closing or updating tickets. Go to **Channel > Settings** in your Ravenna dashboard. Click **Slack** in the left settings navigation. Configure your desired settings in the **Public Mirror Actions** card. When enabled, ticket action buttons appear at the bottom of the ticket mirror in request channels, giving end users self-service options. By default, Ravenna sends ticket mirrors for all tickets created in a request Slack channel. Disable this behavior by enabling silent mode in Channel settings. When silent mode is enabled, Ravenna will not send ticket mirrors or turn @mentions into followers. However, you can still create tickets in the Slack channel and all thread messages will sync with your tickets. *** Ticket actions Ticket mirrors in triage channels include action buttons at the bottom, allowing admins to manage tickets directly from Slack. Actions vary based on your Channel configuration and include options like assigning, updating status, adding tags, and closing tickets.

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