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If you have yet to connect Ravenna to your Slack Workpsace, see our Getting Started docs for instructions on how to do so. Once Ravenna is connected to your Slack workspace, we can connect channels and start managing tickets.

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Request Channels

Request channels are where the magic happens - they’re the Slack channels where tickets can be created. You can use any channel (public or private) as a Request channel. To connect one, simply @mention Ravenna in the channel you want to use. Ravenna will then ask you to connect this channel to a Queue.
Introduction
Click connect, pick your Workspace, and you’re all set! Now you can create tickets directly from this channel.

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Create a ticket

Let’s create your first ticket! Send a message in your connected channel and add the 🎫 emoji. Ravenna will respond with a Ticket Mirror to confirm your ticket was created.
Here’s a cool feature: When you create a ticket from a message in a Request channel, Ravenna automatically uses the message’s thread as context. This means: - All messages in the thread sync to the ticket in Ravenna - All messages in the ticket sync back to the thread It’s like having a two-way mirror for your conversations!
Introduction

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Triage Channel

Need a dedicated space for ticket triage? Ravenna’s got you covered. Each workspace can have one Triage channel - typically a private channel where admins can manage tickets directly in Slack. Every new ticket in your workspace will automatically appear here. To set up your Triage channel, head to Settings > Workspace > Slack. Look for the Connect button in the Triage Channel card and select your preferred Slack channel.
Introduction
Pro tip: Messages in ticket threads within the Triage channel will sync with the original Request or DM channel threads, keeping everything in sync.

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Agent Workspace

Want to chat directly with Ravenna? The Slack Assistant feature lets your team interact with Ravenna through DMs or the Slack Assistant panel. To enable this feature, you’ll need to designate one of your Ravenna workspaces as the “Agent Workspace.” This tells Ravenna which workspace to use for knowledge retrieval and DM ticket creation. By default, the Agent workspace is set to the one you used when connecting your Slack App. You can change this anytime by visiting Settings > Integrations and updating the “Agent Workspace” setting.
Introduction

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User synchronization

Ravenna uses intelligent user synchronization to manage which Slack users are added to your workspace. Only users who actively interact with Ravenna will be synchronized.

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How user sync works

Users are synchronized to Ravenna when they:
  • Create tickets by adding the 🎫 emoji to messages
  • Add ticket-creating reactions (like custom emojis configured for ticket creation)
  • Open the Ravenna app home in Slack
  • Use Ravenna slash commands
  • Interact with Ravenna through modals or forms
Users are not synchronized when they:
  • Send regular messages in channels
  • Join or leave channels
  • Add non-Ravenna reactions to messages
  • Browse channels without interacting with Ravenna

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Benefits of this approach

  • Privacy focused: Only users who choose to interact with Ravenna are added to your workspace
  • Clean user management: Avoids importing entire Slack workspaces into Ravenna
  • Compliance friendly: Ensures only active users have access to your Ravenna workspace
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