Reactions are processed when added. Removing a reaction is a no-op. There is no “undo” by removing the emoji.
Default reaction actions
Ravenna ships with the following reactions on Teams. The set covers the most common ticket actions. Per-channel customization is not yet available on Teams.The 🎫 reaction creates a ticket from the message you reacted to. Use it on any message in a connected Teams channel to turn that message into a Ravenna ticket. This is useful for messages that come in outside the normal ticket creation flow.
Teams delivers reactions in two shapes depending on client version: the modern emoji picker (the unicode emoji itself) and a legacy six-reaction set (
like, heart, laugh, surprised, sad, angry). Ravenna accepts both shapes, but only five of the six legacy reactions map to an action (heart, angry, laugh, like, sad). The legacy surprised reaction has no mapping, so it is ignored.How it works
1
React to a ticketed message
Open the channel thread or chat where the ticket was created and add one of the supported reactions to a message in the thread.
2
Ravenna resolves the target ticket
Ravenna finds the ticket linked to the reacted message. If you react to a specific reply, that reply’s ticket is used. Otherwise the thread’s primary ticket is used. For the 🎫 reaction, Ravenna creates a new ticket from the reacted message directly.
3
The action runs immediately
The corresponding action (create, resolve, close, reopen, assign, or stop automation) is applied and synced to every other mirror.
Reactions that act on existing tickets (✅ ❌ 📖 👀 👎) only do something if the message or its parent thread is linked to a Ravenna ticket. Reactions on unrelated messages are ignored. The 🎫 reaction works on any message in a connected channel and creates a new ticket regardless.