Ravenna offers multiple ways to create tickets directly from Slack, making it easy for both your team and customers to get support.

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Ticket Emoji

The simplest way to create a ticket is by adding the 🎫 emoji to any message in a connected Slack channel. When you add the 🎫 emoji, Ravenna automatically creates a ticket from that message. Note - Ravenna supports a one ticket per Slack thread model. So if you apply the ticket emoji to multiple messages in the same thread, only one ticket will be created for that thread. Introduction

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AI Ticket Creation

When Ravenna AI is enabled in your channel, you can create tickets through natural conversation. Type “Create a ticket: [your message]” and Ravenna AI will automatically create a ticket for you. Introduction If Ravenna AI cannot answer a question, it will prompt you to create a ticket. You can then click the button to proceed with ticket creation. Introduction

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Slash Command

Create tickets quickly using the Ravenna slash command: /rav. Type /rav in any Slack channel to start the guided ticket creation flow. Introduction

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Message Shortcut

For an alternative to emojis, use the message shortcut to create tickets. Hover over any message, click the message menu button, and select “Create a ticket” from the options. Introduction

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Auto Create

Enable automatic ticket creation for any connected channel. When enabled, Ravenna creates a new ticket for each message sent in the channel. Thread messages are captured as updates to the parent ticket rather than creating new tickets. To configure this setting:
  1. Go to Queue > Settings
  2. Click Slack in the left navigation
  3. Adjust the Auto create Tickets setting
Introduction