The Ticket Mirror is a real-time, interactive representation of Ravenna tickets within Slack. It provides a seamless way to track and manage tickets directly from your Slack workspace.

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How It Works

The ticket mirror automatically updates in real-time as changes occur in either Slack or Ravenna. For example, when a new assignee is added to a ticket, the mirror will immediately reflect this change across all instances in Slack.

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Mirror Routing

Ticket mirrors will appear in several locations within Slack:

  • Public Tickets: Tickets that are created in a Slack channel connected to a Ravenna Queue are considered public. The ticket mirror for these tickets will be sent into the thread for the Channel message that was used to create the ticket. The mirror will be visible to all users who have access to the channel.
  • Private Tickets: Tickets that are created outside of a Slack channel that is connected to Ravenna, I.E. from a DM, or from Slack Home, are considered private. This ticket mirror for these tickets will be sent to user DMs. Only the ticket requester, assignee, followers and approvers will get the mirror in their DMs.
  • Triage Channel: When Triage forwarding is enabled, ticket mirrors are also sent into the Triage channel.

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Ticket Actions

The Ticket Mirrors in Triage channels include additional action options at the bottom of the mirror, allowing admins to manage tickets directly from the Triage channel.

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Public Mirror Actions

To allow customers to access ticket actions in Request Channel Ticket Mirrors:

  1. Navigate to Queue > Settings
  2. Click Slack in the left settings navigation
  3. Configure your desired settings in the Public Mirror Actions* card

When enabled, Ravenna displays ticket action options at the bottom of the Ticket Mirror in Request channels.

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Silent Mode

By default, Ravenna sends Ticket Mirrors for all tickets created in a Request Channel. If you wish to disable Ticket Mirrors, you can do so in Queue settings by enabling Silent mode.

When enabled, Ravenna will exist silently in your channels. It will not send ticket mirrors, and it will not turn @mentions into followers. You are still able to create tickets in this channel and all messages sent on threads will be synced with your tickets.