**One ticket per thread:** Ravenna follows a one ticket per Slack thread model. If you apply the ticket emoji to multiple messages in the same thread, only one ticket will be created for that thread. Request channels Request channels are Slack channels where tickets are created from messages. Use any public or private Slack channel as a request channel. Type `/invite @ravenna` in the Slack channel you want to use. Ravenna will prompt you to set up this Slack channel as a request channel. Click **Connect** and select your Ravenna channel. Multiple Slack channels can connect to a single Ravenna channel. All connected Slack channels share the same channel settings and automation rules. *** Methods Create tickets by reacting to messages with emojis in connected Slack channels. Emoji reactions only work on messages posted directly in a channel, not on replies within a thread. To create a ticket using an emoji, react to the original channel message rather than a threaded reply. The simplest way to create a ticket is by adding the 🎫 emoji to any message. React to any message with the 🎫 emoji in a connected Slack channel. Ravenna automatically creates a ticket from that message and thread. The 🤫 emoji creates a new ticket and immediately marks it as **private**. If a ticket already exists for the thread, it converts the existing ticket to private. The reactor is assigned as the ticket owner. The 🔒 emoji creates a **private Slack channel** for an existing ticket. After reacting, you’ll see a confirmation button. Once confirmed, Ravenna creates a dedicated private channel and invites the requester, assignee, followers, and approvers. Additional emojis can be configured via your workspace’s Emoji Actions settings to trigger ticket creation. Learn more about [emoji actions](/documentation/platform/notifications). When an Agent is connected to your channel, create tickets through natural conversation. Type **“Create a ticket: \[your message]”** and your Agent will automatically create a ticket for you. If your Agent cannot answer a question, it will prompt you to create a ticket. Click the button to proceed with ticket creation. Drag and drop files or screenshots into the same Slack message you send to the Agent. The Agent reads the attached document (PDFs, images, and text files) and uses its contents to answer your question or prefill form fields when creating a ticket. Learn more about [file handling in agents](/documentation/automate/agents/customize#slack-behavior). Create tickets quickly using the Ravenna slash command. Type `/rav create` (or `/help`) in any Slack channel. Complete the guided ticket creation flow. Learn more about [slash commands](/integrations/slack/triage-channel). Use the message shortcut as an alternative to emojis. Hover over any message and click the message menu button (three dots). Select **“Create a ticket”** from the options. When you create a ticket from a DM or from a channel that isn’t a connected request channel, the modal shows a **Publicly acknowledge that a ticket was created?** checkbox. Leave it checked to post a confirmation in the original thread, or uncheck it to receive a private, ephemeral confirmation only you can see. The default state of this checkbox comes from the **Shortcut Public Acknowledgement** setting on the [form](/documentation/tickets/forms/overview#ticket-defaults) used to create the ticket. Message shortcuts work inside **any channel, thread, or DM**, even if Ravenna is not present. This makes them ideal for quickly creating tickets from messages in private conversations or channels where Ravenna is not installed. Emoji actions require Ravenna to be a member of the channel. If the form is marked **Private** and the shortcut is triggered from a public channel, Ravenna creates the ticket in DMs and posts a link in the original thread instead of the standard confirmation, so the conversation can continue without leaking ticket details. Create tickets from the Ravenna App Home tab in Slack. Click the Ravenna app in your Slack sidebar to open the App Home tab. Click the **“Create a new ticket”** button to open the ticket creation modal. Learn more about [App Home](/integrations/slack/ai-assistant) features. Create custom workflows that trigger when a certain emoji is added to a message in a channel. For example, you could set up a workflow that creates a ticket and assigns it to a specific team based on the emoji used. Learn more about [Workflows](/documentation/automate/workflows/overview). *** Ticket privacy Ravenna provides flexible privacy controls to protect sensitive information while maintaining collaboration. Privacy behavior Tickets created from Slack DMs are **always private**, regardless of any other settings. This guarantees that sensitive one-on-one conversations remain confidential. DM privacy cannot be overridden. This is a security feature to protect sensitive communications. 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 **public channels** will be private * Tickets created in **DMs** remain private (DM rule always applies) Learn more about [form configuration](/documentation/tickets/forms/custom-fields). When multiple privacy settings could apply, Ravenna follows this priority order: If the ticket is created from a DM, it’s **always private** If the form has privacy enabled, the ticket is private 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 Private tickets cannot be shared across channels. The share functionality is disabled for private tickets to maintain confidentiality. If you reply in the original public request thread of a private ticket, Ravenna sends you a one-time ephemeral warning reminding you to continue the conversation in DMs. This prevents accidental information leakage in public channels.

Documentation Index