Slack Ticketing
Emojis
Slack Ticketing
Emojis
Ravenna’s emoji system brings powerful help desk functionality directly into your Slack workspace. Emojis serve as intuitive shortcuts for common ticket management actions and provide real-time status updates.
Action Emojis
| Emoji | Action | Description |
|---|---|---|
| 🎫 | Create Ticket | Creates a new ticket from the current message |
| 👀 | Assign to Me | Assigns the ticket to yourself |
| ✅ | Resolve | Marks the ticket as resolved |
| ❌ | Close | Closes the ticket |
| 📖 | Reopen | Reopens a closed or resolved ticket |
| ✋ | Follow | Adds you as a follower of the ticket |
| 🔒 | Private Channel | Creates a private Slack channel for the ticket |
| ✨ | AI Response | Suggests a response using Ravenna AI |
| 💼 | Assign | Opens a modal to assign the ticket to someone |
| 🏷️ | Tags | Opens a modal to update ticket tags |
| ⚡ | Priority | Opens a modal to update ticket priority |
| ✍️ | Edit | Opens a modal to edit ticket details |
System Emojis
System emojis can optionally be added to Ticket Mirrors when certain actions occur in Ravenna.
| Emoji | Event | Description |
|---|---|---|
| 👀 | Assigned | Ticket has been assigned to an agent |
| 🗑️ | Archived | Ticket has been archived |
| 🚨 | SLA Breach | Service Level Agreement has been breached |
| 💤 | Snoozed | Ticket has been snoozed |
To enable automatic system emoji updates:
- Navigate to Queue > Settings
- Click Slack in the left settings navigation
- Toggle the System Emoji Updates setting in the Slack settings card
Best Practices
- Use emojis in the main message thread for ticket creation and management
- System emojis help track important ticket events without manual intervention
- Combine emojis with other Ravenna features (like AI responses) for maximum efficiency
- Remember that some emojis trigger modals for more complex actions (assign, tags, priority)