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A Triage channel is a dedicated Slack channel where all new tickets from your workspace are mirrored. This gives your team a centralized location to monitor, triage, and manage incoming requests without switching between multiple Slack channels.

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Overview

One per workspace

Each workspace can have one Triage channel, typically a private channel for your support team.

Automatic mirroring

New tickets automatically appear in the Triage channel with full context and action buttons.

Two-way sync

Messages sent in the Triage channel sync back to the original request thread.

Full ticket actions

Agents can take all ticket actions directly from the Triage channel.

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Setting up a Triage channel

1

Navigate to Workspace Settings

Go to Settings > Workspace > Slack in Ravenna.
2

Connect your channel

In the Triage Channel card, click Connect and select your preferred Slack channel.
Triage Channel Settings
For a detailed walkthrough, see our Setting up a Triage Channel guide.

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Controlling ticket forwarding

You can control whether tickets from specific Channels are sent to the Triage channel.
1

Navigate to Channel Settings

Go to Channel > Settings and click Slack in the left navigation.
2

Configure forwarding

Toggle the Send all tickets to Triage Channel setting.
Triage Forwarding Setting
By default, this setting is not enabled, allowing you to manage certain Channels independently.

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Working in the Triage channel

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Ticket mirrors

When a ticket appears in your Triage channel, you’ll see a Ticket Mirror with:
  • Full ticket context and thread history
  • Action buttons for common operations (assign, resolve, close)
  • Real-time updates as the ticket progresses
Triage Ticket Mirror
When a ticket is moved to a different workspace, the mirror in the original Triage channel is automatically updated to show where it was moved, and a new mirror is created in the destination workspace’s Triage channel.

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Message synchronization

Messages work bidirectionally between the Triage channel and the original request channel:
  • Triage → Request: Messages sent in the Triage channel appear in the original request thread
  • Request → Triage: Messages sent in the request thread appear in the Triage channel
This ensures your team and customers stay in sync, regardless of where they’re communicating.

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Best practices

Use a private channel

Keep your Triage channel private so only your support team can see all incoming tickets.

Set up notifications

You can disable slack notifications for request channels, and leave on for your Triage channel only to cut down on noice.

Use Emoji Reacitons

Use reactions like 👀, ✅ and ❌ to quickly work on tickets in the Channel.

Monitor regularly

Make the Triage channel a central hub for your team to monitor ticket volume and response times.