Slack Ticketing
Emojis
Ravenna’s emoji system brings powerful help desk functionality directly into your Slack workspace. Emojis serve as intuitive shortcuts for common ticket management actions and provide real-time status updates.
To enable automatic system emoji updates:
Action Emojis
| Emoji | Action | Description |
|---|---|---|
| 🎫 | Create Ticket | Creates a new ticket from the current message |
| 👀 | Assign to Me | Assigns the ticket to yourself |
| ✅ | Resolve | Marks the ticket as resolved |
| ❌ | Close | Closes the ticket |
| 📖 | Reopen | Reopens a closed or resolved ticket |
| ✋ | Follow | Adds you as a follower of the ticket |
| 🔒 | Private Channel | Creates a private Slack channel for the ticket |
| ✨ | AI Response | Suggests a response using Ravenna AI |
| 💼 | Assign | Opens a modal to assign the ticket to someone |
| 🏷️ | Tags | Opens a modal to update ticket tags |
| ⚡ | Priority | Opens a modal to update ticket priority |
| ✍️ | Edit | Opens a modal to edit ticket details |
System Emojis
System emojis can optionally be added to Ticket Mirrors when certain actions occur in Ravenna.| Emoji | Event | Description |
|---|---|---|
| 👀 | Assigned | Ticket has been assigned to an agent |
| 🗑️ | Archived | Ticket has been archived |
| 🚨 | SLA Breach | Service Level Agreement has been breached |
| 💤 | Snoozed | Ticket has been snoozed |
- Navigate to Queue > Settings
- Click Slack in the left settings navigation
- Toggle the System Emoji Updates setting in the Slack settings card
Best Practices
- Use emojis in the main message thread for ticket creation and management
- System emojis help track important ticket events without manual intervention
- Combine emojis with other Ravenna features (like AI responses) for maximum efficiency
- Remember that some emojis trigger modals for more complex actions (assign, tags, priority)