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

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Set 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.
3

Invite Ravenna bot

Type /invite @Ravenna in your selected Slack channel to add the bot.
Each workspace can have one triage channel, typically a private channel for your support team.
Learn more about setting up a triage channel

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Configure ticket forwarding

Control which send tickets to the triage channel.
1

Navigate to Channel settings

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

Enable triage forwarding

Toggle Send all tickets to Triage Channel to control whether tickets from this Channel appear in the triage channel.
By default, this setting is disabled, allowing you to manage certain Channels independently without sending tickets to the triage channel.

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How triage channels work

New tickets automatically appear in the triage channel with full context and action buttons. Ticket mirrors update in real-time as changes occur.
Learn more about ticket mirrors
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 communicate.
Team members can take all ticket actions directly from the triage channel, including:
  • Assign tickets to team members
  • Update ticket status
  • Add tags and priorities
  • Close or resolve tickets
  • Add followers
All actions sync immediately with Ravenna and any connected channels.
Send private notes in the triage channel that only workspace members can see. Private notes don’t appear in the original request channel or to ticket requesters.Send a private note:Prefix your message with :lock: or 🔒 to mark it as private:
:lock: This is a private note
🔒 This message is also private
Private notes display with a yellow background and lock icon in Ravenna, and never sync to public request channels.
Learn more about private notes including web interface options and access control
When a ticket is moved to a different workspace, the ticket mirror in the original triage channel is automatically updated to show where it was moved, and a new preview is created in the destination workspace’s triage channel.

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Best practices

Keep your triage channel private so only your support team can see all incoming tickets.
Disable Slack notifications for request channels and leave them on for your triage channel only to reduce noise while maintaining visibility.
Use reactions like 👀, ✅, and ❌ to quickly indicate ticket status or ownership in the channel.
Make the triage channel a central hub for your team to monitor ticket volume and response times.
Not all Channels need to forward to triage. Keep high-volume or specialized Channels separate to reduce noise in your central monitoring channel.