> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Triage channel

> Set up a dedicated Microsoft Teams triage channel where new ticket cards from your Ravenna workspace appear so your team can review, assign, and respond in one place.

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.

## Mental model

A Teams triage channel is a single Microsoft Teams channel that aggregates ticket cards from across a Ravenna workspace. It is the team's operational hub for monitoring, prioritizing, and acting on incoming tickets. Each workspace can have at most one Teams triage channel.

The triage channel is a Teams-side concept. It does not create a Ravenna channel. It is a forwarding destination for ticket cards from one or more Ravenna channels.

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## Triage channel vs request channels

| Aspect              | Triage channel                            | Request channels                        |
| ------------------- | ----------------------------------------- | --------------------------------------- |
| **Purpose**         | Team monitoring and management hub        | User-facing ticket creation point       |
| **Audience**        | Support team (typically private)          | End users and requesters                |
| **Per workspace**   | One                                       | Many                                    |
| **Ticket creation** | No (cards only, not creation)             | Yes (messages become tickets)           |
| **Message sync**    | Cards only; reply relay not yet available | Reply relay to triage not yet available |
| **Actions**         | Full ticket management via card buttons   | Configurable via card actions           |

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## Forwarding configuration

By default, Ravenna channels do **not** forward tickets to the Teams triage channel. Each Ravenna channel must explicitly enable **Send all tickets to Triage Channel** in its Microsoft Teams settings.

This allows selective forwarding:

* High-priority channels forward to triage for team visibility.
* Self-service or low-volume channels can be managed independently without triage forwarding.

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## Ticket moves across workspaces

When a ticket is moved to a different workspace, the existing Teams ticket card updates in place to reflect the new workspace. The following are not yet implemented for Teams and are planned:

* A moved indicator on the original triage card pointing at the new workspace.
* A new card posted into the destination workspace's triage channel.

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## Posting model

Triage cards are posted by creating a **new top-level channel post** in the triage channel (not as a reply in an existing thread). This ensures each ticket renders as its own thread root.

Card posting is **idempotent per ticket**: if a triage card has already been posted for a ticket, Ravenna skips re-posting and updates the existing card instead.

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## Constraints and gotchas

* One Teams triage channel per workspace. You cannot have multiple Teams triage channels.
* Ravenna must be installed in the team that owns the triage channel, with RSC granted at install time.
* Triage forwarding is per-channel, not per-workspace. You must enable it on each Ravenna channel individually.
* All ticket actions taken from the triage card (assign, status change, close) sync immediately to Ravenna and to every other card.
* 1:1 chats with the Ravenna bot are never the source for triage mirroring. Only tickets created in channels with forwarding enabled are mirrored.