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Channels are the main building blocks in Ravenna for organizing support requests. Use Channels to segment tickets by team, topic, or workflow while automating responses, routing requests intelligently, and integrating with Slack and email.
Channels in sidebar

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How Channels work

Every ticket in Ravenna belongs to a Channel. Each Channel can be configured with its own settings, integrations, and automation rules. You can connect Channels to Slack channels, enable AI-powered responses, set up email-to-ticket conversion, and more. Channels appear in your left sidebar below the views section, making it easy to switch between different areas. Each Channel maintains its own filters and view configurations.

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Creating a Channel

1

Access Channel creation

In your left sidebar below the views section, click the + button next to the Channels list.
2

Configure basic settings

Choose a Channel emoji for visual identification, enter a name for your Channel, and set a prefix for ticket numbering. The prefix can be automatically generated from the name or customized to your preference.The prefix appears in ticket numbers (e.g., HELP-123) and helps users quickly identify which Channel a ticket belongs to.
3

Save and configure

Once created, access advanced settings by selecting your Channel and clicking Settings in the top-right corner.
When you create a new workspace, Ravenna automatically creates a “Help Desk” Channel to get you started. You can customize or delete this Channel based on your needs.

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Channel organization

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Channel prefix and ticket numbering

Each Channel uses its prefix to generate unique ticket identifiers. For example, a Channel with prefix HELP creates tickets numbered HELP-1, HELP-2, etc. This makes it easy to identify which Channel a ticket belongs to at a glance. Prefixes must be unique within your workspace and are automatically suggested based on your Channel name, though you can customize them during creation.

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Channel visibility in sidebar

Channels appear in your sidebar navigation below views, with each Channel showing its emoji and name. You can reorder Channels by dragging them in the sidebar to match your team’s priorities.

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Moving tickets between Channels

You can move tickets from one Channel to another to reorganize your work or route tickets to the appropriate team. When moving tickets, you can optionally update other ticket properties like status, priority, and tags.
1

Select tickets

From the ticket list, select one or more tickets to move.
2

Open move dialog

Click the Move action from the bulk actions menu or individual ticket menu.
3

Choose destination

Select the target Channel and optionally update other ticket properties.
4

Confirm move

Click Move to transfer the tickets to the new Channel.
Moving tickets to a new Channel does not trigger auto-assignment. Use workflows to automate assignment when tickets are moved between Channels.

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Sharing tickets across Channels

Tickets can be shared across multiple Channels, allowing different teams to collaborate on the same request without duplicating work. When a ticket is shared:
  • The ticket appears in both the original Channel and shared Channels
  • All team members in shared Channels can view and update the ticket
  • Changes made in any Channel are reflected across all shared instances
  • The original Channel maintains ownership of the ticket
This is useful for cross-functional requests that require input from multiple teams, such as IT requests that need both infrastructure and security team involvement.
Use ticket sharing when multiple teams need visibility into the same request, and use ticket links when tickets are related but should remain separate.

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Deleting Channels

You can only delete a Channel if it contains no tickets. If you need to remove a Channel that has tickets, move those tickets to another Channel first, then proceed with deletion.

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Channel settings

Access your Channel settings by selecting a specific Channel and clicking Settings in the top-right corner.

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Slack integration

Request channel

Connect a Slack channel as a source of requests. When users post messages in the connected Slack channel, they can be automatically converted into tickets in your Channel.Configure how tickets are created from messages, whether to use emoji reactions for ticket creation, and how the AI responds to requests.
You can connect multiple Slack channels within the same workspace to a single Channel. All connected Slack channels share the same Channel settings and automation rules.
Learn more about request channels and Slack integration.
Enable Ravenna AI to unlock powerful automation capabilities in your Slack channel.AI responses Configure when Ravenna should automatically respond to messages:
  • All messages: Respond to every message in the Slack channel
  • Channel messages: Only respond to top-level messages (not threads)
  • Off: Disable automatic responses
@ Mention responses When enabled, Ravenna AI always responds to @mentions, even in existing ticket threads.Request type classification Ravenna classifies new messages against your request types and responds with buttons to open the appropriate forms. This helps users submit structured requests without manually selecting the right form.AI tags Ravenna extracts relevant tags from messages and automatically applies them to tickets, reducing manual categorization work.Create ticket on 👎 Enable automatic ticket creation when users react with a thumbs down emoji to AI responses. This provides a quick escalation path when AI answers don’t fully resolve the issue.
Control how tickets are created and managed in your Slack channels.Auto create tickets Automatically create a ticket for all messages sent in your Slack channel. When enabled, every message becomes a ticket without requiring emoji reactions.
Thread messages are captured as updates to the parent ticket rather than creating new tickets.
Ticket events Send messages in Slack for granular ticket updates like priority changes and status updates. This keeps everyone informed about ticket progress directly in Slack.Public ticket actions Send action buttons directly in your request Slack channels for all users to interact with. This allows non-workspace members to take actions like assigning or resolving tickets.Public emoji actions Allow all users to trigger Ravenna actions with emoji reactions, not just workspace members.CSATs Send a customer satisfaction survey when tickets are resolved to gather feedback on your support quality.Silent mode Prevent ticket mirrors from appearing in request Slack channels. Useful when you want tickets created without cluttering the Slack channel.System emojis Send system emoji updates to the Slack channel when actions are taken in a ticket, providing visual feedback about ticket status changes.
Configure whether all tickets created in this Channel should be sent to your workspace’s triage channel for centralized monitoring.When enabled, every ticket created in this Channel will automatically appear in the triage channel, allowing your team to monitor all incoming requests from a single location. This is particularly useful for high-priority Channels or when you want centralized oversight.
Learn more about triage channels and how to set up centralized ticket monitoring.

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Email integration

Inbound email processing

Enable your Channel to receive emails and automatically convert them into tickets. This allows external users to create tickets by sending emails to your Channel’s dedicated address.Each Channel gets a unique email address in the format:
[email protected]
Guest users When enabled, emails from addresses not in your Ravenna organization will automatically create guest user accounts. This is useful for external support scenarios.Sender name Customize the sender name for outbound emails from this Channel. This appears in the “From” field when Ravenna sends email notifications.Bounce emails When enabled, Ravenna sends bounce notifications for emails that fail to process, helping you identify delivery issues.
Learn more about email integration and how to configure email-to-ticket conversion.
Control which emails are processed by your Channel using allowlists. This helps prevent spam and ensures only authorized sources can create tickets.Allowlisted emails Specify individual email addresses permitted to create tickets. Useful for restricting access to specific partners or vendors.Allowlisted domains Specify entire domains permitted to create tickets (e.g., @yourcompany.com). This allows all users from trusted organizations to submit requests.
If allowlists are defined, only emails from those specified sources will be processed. All other emails will be rejected.
Learn more about email integration.

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Request types

Associate specific request types with your Channel to help users submit structured requests. When request types are connected to a Channel, they appear as options when creating tickets in that Channel. This helps organize incoming tickets and can trigger automated routing and responses. Request types can also specify default Channels, creating a two-way relationship that streamlines ticket creation.
Learn more about request types and how to configure custom fields for structured data collection.

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Knowledge base

View and manage knowledge base folders connected to your Channel. When knowledge bases are connected, Ravenna AI can use this information to provide more accurate and contextual responses to tickets in the Channel. Connecting relevant knowledge sources ensures AI responses are grounded in your organization’s documentation, policies, and procedures. You can connect multiple knowledge bases to a single Channel for comprehensive coverage.
Learn more about knowledge bases and available knowledge sources.

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Ticket replication

Configure bidirectional ticket synchronization between Ravenna and external ticketing systems like Linear and Jira. Ticket replication allows you to:
  • Automatically create tickets in external systems when tickets are created in this Channel
  • Sync ticket updates, comments, and status changes between systems
  • Maintain links between Ravenna tickets and their external counterparts
Channel-level configuration: Each Channel can have different replication settings, allowing you to customize which external projects or teams receive tickets from each Channel. For integrations that support Channel preferences:
  • Linear: Configure team, project, and status mapping per Channel
  • Jira: Configure project and issue type per Channel
Configuration steps:
  1. Navigate to Ticket Replication in Channel settings
  2. Enable replication for your connected integration
  3. Click Configure to set Channel-specific preferences
  4. Toggle replication directions (Ravenna → External, External → Ravenna)
Learn more about ticket replication and how to configure status mapping.

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Intelligent ticket routing

Ravenna uses a routing system to determine which Channel should receive each ticket. Understanding this hierarchy helps you configure Channels and request types for optimal ticket distribution.
1

Request type Channel

If a request type specifies a default Channel, the ticket is routed there. This takes highest priority in the routing logic.
2

Slack channel-connected Channel

If the source Slack channel is connected to a specific Channel, the ticket is routed there.
3

Default Channel

The workspace’s default Channel is used as a fallback when no other routing rules apply.
Set a default Channel for your workspace in Settings > Workspace > General. This ensures all tickets have a destination even when routing rules don’t match.

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Best practices

Start simple

Create Channels that match your team structure with clear names and prefixes. Consider organizing by department, function, or service area.

Enable features gradually

Configure Slack integration, email processing, and AI features one at a time to avoid overwhelming your team.

Use auto-assignment

Ensure new tickets always have an owner by setting up auto-assignees. This prevents tickets from being overlooked.

Connect knowledge bases

Link relevant knowledge bases to improve AI response accuracy and enable intelligent deflection.

Configure routing

Set up intelligent routing with request types and default Channels to ensure tickets reach the right team.

Monitor with views

Create custom views for each Channel to track metrics and monitor ticket flow.