Skip to main content
A triage channel is a dedicated Microsoft Teams channel where new tickets from your workspace appear as Adaptive Cards. This gives your team a centralized location to monitor, triage, and manage incoming requests without jumping between every connected request channel.

​
Set up a triage channel

1

Install Ravenna in the team

Make sure the Ravenna app is installed in the team that contains the channel you want to use for triage. A team owner must complete this step so Ravenna gets the right resource‑specific consent permissions.
2

Start the connect flow

In the Teams channel you want to use for triage, post a message that @-mentions @Ravenna. The bot replies with an Adaptive Card.
3

Choose triage

On the card, click Set up as triage channel and pick the Ravenna workspace this triage channel should serve.
Each workspace can have one Teams triage channel. We recommend using a private channel that only your support team can see.

​
Configure ticket forwarding

Control which send tickets to the triage channel.
1

Navigate to Channel settings

Go to Channel > Settings and click Microsoft Teams in the left navigation.
2

Enable triage forwarding

Toggle Send all tickets to Triage Channel to control whether tickets from this Channel appear in the Teams triage channel.
By default, forwarding is disabled. Enable it per Channel so you can keep high-volume or specialized Channels independent and out of the triage channel.

​
How triage channels work

New tickets are posted as Adaptive Cards in a fresh channel thread. Cards show ticket number, title, status, priority, assignee, requester, and a deep link back to Ravenna, and update in real time as the ticket changes.
Learn more about ticket mirrors.
Bidirectional message sync between the triage thread and the original request thread is not yet available in the Teams beta. It is planned.Today the triage channel shows ticket cards that update in real time as the ticket changes, but replies are not relayed between the triage thread and the request thread. To respond to a requester, reply in their original request channel.
Action buttons on the ticket card let team members:
  • Assign tickets to themselves or others
  • Update status
  • Set priority and tags
  • Resolve or close tickets
Actions sync immediately with Ravenna and every other mirror of the ticket.
When a ticket is moved to a different workspace, the existing Teams ticket card updates in place to reflect the change. Posting a fresh card into the destination workspace’s triage channel is not yet available in the Teams beta. It is planned.

​
Best practices

Keep your triage channel private so only your support team sees all incoming tickets.
Mute request channels and keep notifications on for the triage channel only to reduce noise while maintaining full visibility.
Not every Ravenna channel needs to forward to triage. Keep self-service or low-priority Channels off the triage stream so the team can focus on what needs attention.
Last modified on July 27, 2026