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Request channel

Connect a Slack channel as a source of requests. When users post messages in the connected channel, they can be automatically converted into tickets in your queue.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 queue. All connected channels share the same queue 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 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 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 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 channels. Useful when you want tickets created without cluttering the channel.System emojis Send system emoji updates to the channel when actions are taken in a ticket, providing visual feedback about ticket status changes.
Configure whether all tickets created in this queue should be sent to your workspace’s triage channel for centralized monitoring.When enabled, every ticket created in this queue 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 queues or when you want centralized oversight.
Learn more about triage channels and how to set up centralized ticket monitoring.