Creating tickets

Create Ravenna tickets directly from Microsoft Teams using channel messages, the Ravenna bot, and Adaptive Card forms.

Ravenna offers multiple ways to create tickets directly from Microsoft Teams, making it easy for both your team and end users to get support without switching tools.

One ticket per conversation: Ravenna follows a one ticket per conversation model. Once a channel thread has a linked ticket, subsequent messages in that thread sync to the same ticket rather than creating new ones.

1:1 DMs to the Ravenna bot are not yet processed in the Teams beta. Ticket creation flows through connected channels only. DM-initiated tickets are on the roadmap.

Request channels

Request channels are Teams channels where tickets are created from messages. Use any standard or private Teams channel as a request channel.

1. Install Ravenna in the team

   Install the Ravenna app to the team that contains the channel. A team owner must complete this step so Ravenna receives the resource-specific consent permissions it needs.

2. Connect the channel

   Post a message in the channel that @-mentions @Ravenna. The bot replies with an Adaptive Card. Click Set up as request channel and select your Ravenna channel.

Multiple Teams channels can connect to a single Ravenna channel. All connected Teams channels share the same channel settings and automation rules.

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Methods

Channel messages

Every message posted in a connected request channel becomes a ticket. The Ravenna bot replies in the thread with a confirmation card linking back to the ticket in Ravenna.

Channel messages create tickets regardless of whether the bot is @-mentioned. The ChannelMessage.Read.Group resource-specific consent permission lets the bot see every message in channels where it’s installed.

AI creation

When an Agent is connected to your channel, end users can ask questions in natural language. The Agent either answers directly from your knowledge base or creates a ticket on the user’s behalf.

Direct command

Type “Create a ticket: [your message]” and the Agent automatically opens a ticket for you.

Agent prompt

If the Agent can’t answer a question, it offers to create a ticket. Click the button on the Adaptive Card to confirm.

Attach a file or screenshot

Drag and drop a file into the same Teams message you send to the Agent. The Agent reads PDFs, images, and text files and uses them to answer questions or prefill ticket forms.

Adaptive Card forms

When a workspace uses request types or workflow triggers, Ravenna renders the form as an interactive Adaptive Card. Fill in the fields and click Submit. The card converts into a ticket card and the ticket is created with the field values you entered.

Submitting an Adaptive Card form produces a ticket attributed to the submitter.

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Ticket privacy

Ravenna’s privacy rules are consistent across chat integrations.

Privacy behavior

Form privacy

Forms can be configured with a Private toggle that sets the default privacy for tickets created with that form.

When a form has privacy enabled, tickets created in channels become private and the ticket card is only visible to people with access.

Learn more about form configuration.

Privacy priority

When multiple privacy settings could apply, Ravenna follows this priority order:

1. Form setting

   If the form has privacy enabled, the ticket is private

2. Default

   Otherwise, the ticket is public within the workspace

Who can see private tickets

Private tickets are only visible to:

• The ticket requester
• Assigned team members
• Followers explicitly added to the ticket
• Workspace administrators