*** Requester The requester is the person who needs help or submitted the ticket. This is typically the end user requiring assistance. Each ticket has exactly one requester, assigned when the ticket is created. The requester receives updates about status changes and new messages throughout the ticket lifecycle. Setting the requester When creating tickets in the web portal, the requester field is available in the ticket creation form. The field automatically defaults to you (the person creating the ticket), but you can change it to create tickets on behalf of others. **How it works:** * The requester field appears in the ticket attributes bar * Defaults to your user account * Click the field to select a different user * Useful for creating tickets on behalf of team members or end users Tickets created through Slack messages, form submissions, or email automatically set the requester based on who submitted the request: * **Slack**: The user who sent the message * **Forms**: The user who submitted the form * **Email**: The sender of the email *** Author The author is the person who physically created the ticket in Ravenna. This may be the same person as the requester or someone acting on their behalf. Each ticket has one author who cannot be changed once set. The author remains fixed throughout the ticket lifecycle. **Common scenarios:** * **Self-service**: Author and requester are the same person * **Proxy creation**: A support agent creates the ticket on behalf of someone needing help * **Escalation**: A manager creates a ticket for a team member’s issue requiring formal tracking The author is who created the ticket record in Ravenna. The requester is who the ticket is for (the person needing help). In self-service scenarios, they’re the same person. *** Assignees The assignee is the person responsible for working on and resolving the ticket. This role can change throughout the ticket lifecycle as work is transferred between team members. Each ticket can have only one assignee at a time, though tickets can exist without an assignee. The assignee receives updates about ticket changes and new messages. Assign tickets Assign tickets directly from several locations: * Ticket detail page * Bulk operations in ticket lists * Slack using commands or shortcuts * “Assign to me” quick action button Configure automatic assignment through: * **Channel auto-assignment**: Assign tickets to specific users automatically * **Round-robin**: Distribute tickets evenly among team members * **Workflow automation**: Assign based on ticket conditions, content, or events Unassigned tickets remain in the channel until manually assigned or picked up by team members. *** Followers Followers are users who need to stay informed about ticket progress but aren’t directly responsible for resolving it. Multiple users can follow a single ticket. Any number of users can follow a ticket and receive updates about changes and new messages. Followers can be added or removed at any time. Following a ticket doesn’t grant additional access permissions. Manage followers Add followers through: * Ticket detail page * Workflows based on conditions * @mentions in ticket messages (from Slack or web app) * CC recipients on inbound emails (added automatically) When you @mention a user in a ticket message, they’re automatically added as a follower. This works for both new messages and edits. **Email CC recipients**: When tickets are created or updated via email, CC recipients are automatically added as followers. This respects your channel’s guest user settings and allowlist configuration. The system filters out: * Users already following the ticket * The ticket’s requester and assignee * Bot users * The message author Users can remove themselves from following tickets. Workflows can also remove followers when conditions are met. Followers receive DM notifications for ticket updates through Slack. Email preferences can be configured for follower updates. For private tickets, @mentions do not automatically add users as followers. This prevents unintended access to sensitive information. Followers receive notifications when tickets are updated, helping teams stay informed without being directly assigned *** Approvers Approvers are users who have authority to approve or decline tickets before work can proceed. This role is essential for workflows requiring authorization. Tickets can have multiple approvers who can approve or decline tickets. Approvals trigger automated actions through workflow integration, and approvers receive special notifications and reminders. Approval process * **Pending**: Ticket awaits approval decision * **Approved**: At least one approver has approved the ticket * **Declined**: At least one approver has declined the ticket Approvers can: * Approve the ticket to allow it to proceed * Decline with an optional reason * Remove their previous approval decision Approve or decline tickets directly from Slack using approval buttons. The system sends automatic reminders for pending approvals and notifications when decisions are made. Receive email notifications for pending approvals with automatic escalation for overdue approvals. All approval decisions are tracked in an audit trail. Add approvers Add approvers through: * Ticket creation form * Workflow automation based on ticket type or conditions * Manually on existing tickets as needed

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