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Agents

Connect an Agent to your Channel to enable AI-powered automation in Slack. Agents can answer questions, triage requests, create tickets with the right forms, and handle routine tasks based on rules you define.Connecting an Agent Select an Agent from your workspace to handle interactions in this Channel’s connected Slack channels. Each Channel can have one Agent assigned.Agent capabilities Once connected, your Agent can:
  • Answer questions using knowledge bases you’ve granted access to
  • Create tickets with appropriate forms based on request content
  • Apply rules you’ve configured for specific scenarios
  • Escalate to human agents when necessary
You must create an Agent first before connecting it to a Channel. Go to Settings > Agents to create and configure Agents.
Learn more about Agents and how to configure rules, knowledge access, and escalation behavior.
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 and whether to use emoji reactions for ticket creation.
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.
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, tags, due date, form, snooze, queue, and starred changes. 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.