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Ravenna provides granular notification controls to ensure users receive relevant updates without being overwhelmed. Configure notification preferences at the user level to optimize your communication flow.
Notification Preferences
Notification Preferences

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Events

  • New ticket assignments
  • Ticket reassignments between users
  • Removal from ticket assignments
Default: Enabled by default
  • Approval requests for tickets requiring sign-off
  • Approval decisions (approved/declined)
  • Changes to approval requirements
Default: Enabled by default
  • New messages on tickets you’re following
  • Follower additions and removals
  • @mentions in ticket conversations
  • File attachments and updates
Default: Enabled by default
  • Status changes (open, in progress, resolved, closed)
  • Ticket resolutions and closures
  • Reopened tickets
  • Archive/unarchive actions
Default: Enabled by default
  • SLA breach warnings
  • SLA violation alerts
  • Time-based escalations
Default: Enabled by default
  • Priority changes
  • Tag additions and removals
  • Queue transfers
  • Custom field updates
  • Due date changes
Default: Disabled (to reduce notification volume)

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Delivery Channels

  • Slack
  • Email
Direct messages provide private, focused notifications for individual users. Configure when Ravenna sends DMs:
  • For Slack-originated tickets: Choose between thread notifications, DM notifications, or both
  • For web/email tickets: Enable DM notifications for non-Slack originated tickets
  • Approval workflows: Approval requests always generate DM notifications regardless of origin
Public channel notifications are controlled by queue settings:
  • Request channels: Controlled by Silent Mode and Granular Updates settings
  • Triage channels: Team notifications for ticket management
  • Ephemeral messages: Contextual notifications visible only to specific users
Silent Mode: When enabled in queue settings, silent mode prevents ticket mirrors from appearing in request channels and automatically excludes requesters from email notifications. This reduces notification noise while keeping followers, assignees, and other stakeholders informed.

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Organization Admin Configuration

Organization admins can set default notification preferences for all members. These defaults provide a baseline experience while allowing individual users to customize their own settings.
1

Navigate to Organization Settings

Go to Settings → Organization → Notification Policies
2

Configure Default Preferences

Set organization-wide defaults for Slack and email notifications
3

Save Changes

Changes apply immediately to users who haven’t customized those specific settings

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Limitations

When managing organization notification policies, keep these limitations in mind:
  • User customizations persist: If a user has customized a specific setting, changing the organization default won’t affect them
  • Per-setting granularity: Customization is tracked individually for each notification type (e.g., “Assignments” for Slack)
  • No bulk reset: You cannot force all users back to organization defaults. Users must individually reset their customized settings

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User Configuration

Customize your notification preferences to control when and how you receive updates.
1

Navigate to Settings

Go to Settings → Notifications in your user profile
2

Review Organization Defaults

Settings marked with “Using default” follow your organization’s policies
3

Customize Individual Settings

Toggle any setting to customize it. Your preference will persist even if organization defaults change
4

Reset to Defaults

Click the reset icon next to any customized setting to revert to your organization’s default

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Best Practices

Start with default settings and adjust based on user feedback
  • Disable “Ticket Properties” notifications initially to reduce volume
  • Use digest emails for non-urgent updates
  • Encourage users to customize their preferences
  • Implement quiet hours for focused work time

Support Agents

Enable all notification types for assigned tickets to stay on top of customer issues

Managers

Focus on SLA alerts and escalations to monitor team performance

Requesters

Enable status updates and resolution notifications to track ticket progress

Approvers

Ensure approval notifications are always enabled for timely decisions
  • Use DM notifications for personal, actionable items
  • Reserve channel notifications for team coordination
  • Leverage ephemeral messages for contextual information
  • Consider time zones when configuring notification timing

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Troubleshooting

1

Check Your Preferences

Verify your individual notification settings in your user profile
2

Confirm Ticket Assignment

Check that you are properly assigned or following relevant tickets
3

Check Notification Types

Ensure the specific notification type is enabled in your settings
1

Disable Property Notifications

Turn off “Ticket Properties” notifications to reduce volume
Approval notifications have special handling that differs from other notification types.
  • Always delivered regardless of user preferences
  • Include action buttons for quick responses
  • Update automatically when decisions are made
  • Cannot be disabled through individual user settings