Multiple flexible methods to create tickets directly from Slack
Ravenna offers multiple ways to create tickets directly from Slack, making it easy for both your team and customers to get support.
One ticket per thread: Ravenna follows a one ticket per Slack thread model. If you apply the ticket emoji to multiple messages in the same thread, only one ticket will be created for that thread.
Create tickets by reacting to messages with emojis in connected Slack channels.
Emoji reactions only work on messages posted directly in a channel, not on replies within a thread. To create a ticket using an emoji, react to the original channel message rather than a threaded reply.
Ticket emoji (🎫)
The simplest way to create a ticket is by adding the 🎫 emoji to any message.
1
Add the emoji
React to any message with the 🎫 emoji in a connected Slack channel.
2
Ticket created
Ravenna automatically creates a ticket from that message and thread.
Shushing face emoji (🤫)
The 🤫 emoji creates a new ticket and a private Slack channel simultaneously for sensitive discussions.
Custom emoji actions
Additional emojis can be configured via your workspace’s Emoji Actions settings to trigger ticket creation.
Use the message shortcut as an alternative to emojis.
1
Open message menu
Hover over any message and click the message menu button (three dots).
2
Select option
Select “Create a ticket” from the options.
Message shortcuts work inside any channel, thread, or DM, even if Ravenna is not present. This makes them ideal for quickly creating tickets from messages in private conversations or channels where Ravenna is not installed. Emoji actions require Ravenna to be a member of the channel.
Create tickets from the Ravenna App Home tab in Slack.
1
Open App Home
Click on the Ravenna app in your Slack sidebar to open the App Home tab.
2
Click Create Ticket
Click the “Create a new ticket” button to open the ticket creation modal.
Create custom workflows that trigger when a certain emoji is added to a message in a channel. For example, you could set up a workflow that creates a ticket and assigns it to a specific team based on the emoji used.
Tickets created from Slack DMs are always private, regardless of any other settings. This guarantees that sensitive one-on-one conversations remain confidential.
DM privacy cannot be overridden. This is a security feature to protect sensitive communications.
Form Privacy
Forms can be configured with a Private toggle that sets the default privacy for tickets created with that form.When a form has privacy enabled:
Tickets created in public channels will be private
Tickets created in DMs remain private (DM rule always applies)
