Platform
Queues
Need to organize your support requests by team or topic? Queues are one of the main building blocks in Ravenna that make ticket management a breeze. Think of them as smart containers that not only organize your tickets but can also automate responses, route requests intelligently, and integrate seamlessly with Slack and email.
How Queues Work
Every ticket in Ravenna belongs to a queue, and each queue can be configured with its own settings, integrations, and automation rules. You can connect queues to Slack channels, enable AI-powered responses, set up email-to-ticket conversion, and much more. Queues appear in your left sidebar below the views section, making it easy to switch between different areas. Each queue maintains its own filters and view configurations, so your team can customize their view exactly how they need it.Creating and Managing Queues
Creating a New Queue
1
Access Queue Creation
In your left sidebar below the views section, click the + button next to the queues list.
2
Configure Basic Settings
Choose a queue emoji for visual identification, enter a name for your queue, and set a prefix for ticket numbering. The prefix can be automatically generated from the name or customized to your preference.
3
Save and Configure
Once created, you can access advanced settings by selecting your queue and clicking Settings in the top-right corner.
Default Queue Behavior
When you create a new workspace, Ravenna automatically creates a “Help Desk” queue to get you started. This ensures every workspace has at least one queue ready to receive tickets.Deleting Queues
You can only delete a queue if it contains no tickets. If you need to remove a queue that has tickets, you’ll first need to move those tickets to another queue, then proceed with deletion.Queue Settings
Access your queue settings by selecting a specific queue and clicking Settings in the top-right corner. The settings are organized into main sections:Slack Integration
Connect your queue to Slack channels and enable powerful automation features:Request Channel Connection
Connect a Slack channel as a source of requests. When users post messages in the connected channel, they can be automatically converted into tickets in your queue.Ravenna AI Features
Once you’ve enabled Ravenna AI for your Slack channel, you unlock powerful automation capabilities. You can configure when Ravenna should automatically respond to messages, and enable @ mention responses so the AI always replies when tagged, even in existing ticket threads. The AI can also classify new messages against your request types and respond with buttons to open the appropriate forms, making it easier for users to submit structured requests. Additionally, Ravenna will extract relevant tags from messages and automatically apply them to tickets, saving your team time on manual categorization. For quick feedback collection, you can enable automatic ticket creation when users react with a thumbs down emoji.Slack Ticketing Options
Control how tickets are created and managed in your Slack channels. You can enable automatic ticket creation for all messages sent in your channel, ensuring nothing gets missed. For better visibility, configure ticket events to send messages in Slack for granular updates like priority changes and status updates. To enhance user interaction, enable public ticket actions that send action buttons directly in your request channels, and allow all users to trigger Ravenna actions with emoji reactions. When tickets are resolved, you can automatically send customer satisfaction surveys to gather feedback. If you prefer a quieter approach, enable silent mode to prevent ticket mirrors from appearing in request channels, while system emojis can provide subtle updates when actions are taken.Triage Channel
Configure whether all tickets created in this queue should be sent to your workspace’s triage channel for centralized monitoring.Email Integration
Transform your queue into an email-powered ticketing system:Inbound Email Processing
Enable your queue to receive emails and automatically convert them into tickets. Each queue gets a unique email address in the formatPREFIX+QUEUE_ID@mail.ravenna.ai, making it easy for customers to send requests directly to the right team. You can also allow guest users, which means emails from addresses not in your Ravenna organization will automatically create guest user accounts.
Email Security and Filtering
Control which emails are processed by your queue using allowlists. You can specify individual email addresses or entire domains that are permitted to create tickets. If allowlists are defined, only emails from those specified sources will be processed, helping prevent spam and ensuring only legitimate requests reach your team.Email integration is perfect for teams that need to support customers who prefer email communication or want to centralize email requests into their ticketing workflow.
Request Types
Associate specific request types with your queue to help users submit structured requests. This helps organize incoming tickets and can trigger automated routing and responses.Auto Assignee
Select users who should automatically receive tickets when they’re created in this queue. This ensures new tickets always have an owner and helps distribute workload evenly across your team.Knowledge Base
View and manage knowledge base folders connected to your queue. When knowledge bases are connected, Ravenna AI can use this information to provide more accurate and contextual responses to tickets in the queue.Advanced Queue Features
Intelligent Ticket Routing
Ravenna uses a sophisticated routing system to determine which queue should receive each ticket:- Request Type Queue: If a request type specifies a default queue
- Channel-Connected Queue: If the source channel is connected to a specific queue
- Default Queue: The workspace’s default queue as a fallback