> ## 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.

## 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.

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## 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       |

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## 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.

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## 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.

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## 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.

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## 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.