> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Triage channel

> Set up a private Slack triage channel for your Ravenna workspace where new ticket mirrors appear so your team can review and assign in one place.

A triage channel is a dedicated Slack channel where all new tickets from your workspace appear. This gives your team a centralized location to monitor, triage, and manage incoming requests without switching between multiple Slack channels.

<View title="Human" icon="user">
  ## Set up a triage channel

  <Steps>
    <Step title="Navigate to workspace settings">
      Go to **Settings > Workspace > Slack** in Ravenna.
    </Step>

    <Step title="Connect your channel">
      In the **Triage Channel** card, click **Connect** and select your preferred Slack channel.
    </Step>

    <Step title="Invite Ravenna bot">
      Type `/invite @Ravenna` in your selected Slack channel to add the bot.
    </Step>
  </Steps>

  <Info>
    Each workspace can have one triage channel, typically a private channel for your support team.
  </Info>

  <Callout icon="link" color="#6B7280">
    Learn more about [setting up a triage channel](/guides/day-one/set-up-triage-channel)
  </Callout>

  ***

  ## Configure ticket forwarding

  Control which <Tooltip headline="Channels" tip="Channels organize tickets by team, topic, or workflow" cta="Learn about channels" href="/documentation/platform/channels">Channels</Tooltip> send tickets to the triage channel.

  <Steps>
    <Step title="Navigate to Channel settings">
      Go to **Channel > Settings** and click **Slack** in the left navigation.
    </Step>

    <Step title="Enable triage forwarding">
      Toggle **Send all tickets to Triage Channel** to control whether tickets from this Channel appear in the triage channel.
    </Step>
  </Steps>

  <Info>
    By default, this setting is disabled, allowing you to manage certain Channels independently without sending tickets to the triage channel.
  </Info>

  ***

  ## How triage channels work

  <AccordionGroup>
    <Accordion title="Ticket mirrors" icon="ticket">
      New tickets automatically appear in the triage channel with full context and action buttons. Ticket mirrors update in real-time as changes occur.

      <Callout icon="link" color="#6B7280">
        Learn more about [ticket mirrors](/integrations/slack/ticket-mirror)
      </Callout>
    </Accordion>

    <Accordion title="Message synchronization" icon="arrow-left-right">
      Messages work bidirectionally between the triage channel and the original request channel:

      * **Triage → Request**: Messages sent in the triage channel appear in the original request thread
      * **Request → Triage**: Messages sent in the request thread appear in the triage channel

      This ensures your team and customers stay in sync, regardless of where they communicate.
    </Accordion>

    <Accordion title="Ticket actions" icon="mouse-pointer-click">
      Team members can take all ticket actions directly from the triage channel, including:

      * Assign tickets to team members
      * Update ticket status
      * Add tags and priorities
      * Close or resolve tickets
      * Add followers

      All actions sync immediately with Ravenna and any connected channels.
    </Accordion>

    <Accordion title="Private notes" icon="lock">
      Send private notes in the triage channel that only workspace members can see. Private notes don't appear in the original request channel or to ticket requesters.

      **Send a private note:**

      Prefix your message with `:lock:` or 🔒 to mark it as private:

      ```text wrap theme={"system"}
      :lock: This is a private note
      🔒 This message is also private
      ```

      Private notes display with a yellow background and lock icon in Ravenna, and never sync to public request channels.

      <Callout icon="link" color="#6B7280">
        Learn more about [private notes](/documentation/tickets/private-notes) including web interface options and access control
      </Callout>
    </Accordion>

    <Accordion title="Cross-workspace ticket moves" icon="arrow-right-left">
      When a ticket is moved to a different workspace, Ravenna automatically updates the ticket mirror in the original triage channel to show where it was moved and creates a new preview in the destination workspace's triage channel.
    </Accordion>
  </AccordionGroup>

  ***

  ## Best practices

  <AccordionGroup>
    <Accordion title="Use a private channel" icon="lock">
      Keep your triage channel private so only your support team can see all incoming tickets.
    </Accordion>

    <Accordion title="Manage notifications strategically" icon="bell">
      Disable Slack notifications for request channels and leave them on for your triage channel only to reduce noise while maintaining visibility.
    </Accordion>

    <Accordion title="Use emoji reactions" icon="smile">
      Use reactions like 👀, ✅, and ❌ to quickly indicate ticket status or ownership in the channel.
    </Accordion>

    <Accordion title="Monitor regularly" icon="eye">
      Make the triage channel a central hub for your team to monitor ticket volume and response times.
    </Accordion>

    <Accordion title="Configure selective forwarding" icon="settings">
      Not all Channels need to forward to triage. Keep high-volume or specialized Channels separate to reduce noise in your central monitoring channel.
    </Accordion>
  </AccordionGroup>
</View>

<View title="Agent" icon="bot">
  ## Mental model

  A triage channel is a single Slack channel that aggregates ticket mirrors from across a workspace. It serves as the team's operational hub for monitoring, prioritizing, and acting on incoming tickets. Each workspace can have at most one triage channel.

  The triage channel is a Slack-side concept. It does not create a Ravenna channel. It is a forwarding destination for ticket mirrors from one or more Ravenna channels.

  ***

  ## Triage channel vs request channels

  | Aspect              | Triage channel                                       | Request channels                             |
  | ------------------- | ---------------------------------------------------- | -------------------------------------------- |
  | **Purpose**         | Team monitoring and management hub                   | User-facing ticket creation point            |
  | **Audience**        | Support team (typically private)                     | End users and requesters (public or private) |
  | **Per workspace**   | One                                                  | Many                                         |
  | **Ticket creation** | No (mirrors only, not creation)                      | Yes (messages become tickets)                |
  | **Message sync**    | Bidirectional with request threads                   | Bidirectional with triage threads            |
  | **Actions**         | Full ticket management (assign, status, tags, close) | Configurable via public mirror actions       |

  ***

  ## Message synchronization

  Messages flow bidirectionally between the triage channel and the request channel:

  * Messages sent in the triage channel thread appear in the request channel thread.
  * Messages sent in the request channel thread appear in the triage channel thread.

  This means the team can respond from the triage channel without switching to the request channel, and the requester sees the response in their original thread.

  **Private notes**: Prefix a message with `:lock:` or the lock emoji in the triage channel to send a private note. Private notes are visible only to workspace members and never sync to the request channel.

  ***

  ## Forwarding configuration

  By default, channels do NOT forward tickets to the triage channel. Each Ravenna channel must explicitly enable "Send all tickets to Triage Channel" in its Slack settings.

  This allows selective forwarding:

  * High-priority channels forward to triage for team visibility.
  * Self-service or low-volume channels can be managed independently without triage forwarding.

  ***

  ## Ticket moves across workspaces

  When a ticket is moved to a different workspace:

  * The original triage channel mirror is updated with a "moved" indicator.
  * A new mirror is created in the destination workspace's triage channel (if configured).
  * DM mirrors, request thread mirrors, and triage mirrors all update to reflect the workspace change.

  ***

  ## Constraints and gotchas

  * One triage channel per workspace. You cannot have multiple triage channels.
  * The triage channel must have the Ravenna bot invited (`/invite @Ravenna`).
  * Triage forwarding is per-channel, not per-workspace. You must enable it on each Ravenna channel individually.
  * Private notes sent from the triage channel never appear in request channels or to requesters.
  * The triage channel is typically a private Slack channel. This is not enforced but is strongly recommended.
  * All ticket actions taken in the triage channel (assign, status change, close) sync immediately to Ravenna and all connected mirrors.
</View>