> ## 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.

# Creating tickets

> Create Ravenna tickets directly from Slack using emoji reactions, slash commands, message shortcuts, request channels, and the App Home tab.

Ravenna offers multiple ways to create tickets directly from Slack, making it easy for both your team and customers to get support.

## Mental model

Tickets can be created from Slack through multiple methods. The method determines the ticket's initial context, privacy, and routing.

***

## Ticket creation methods

| Method                  | Trigger                                  | Where it works                                      | Notes                                                                                                                             |
| ----------------------- | ---------------------------------------- | --------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| **Ticket emoji (🎫)**   | React with 🎫 on a channel message       | Connected request channels only                     | Only works on top-level messages, not thread replies                                                                              |
| **Shushing emoji (🤫)** | React with 🤫 on a channel message       | Connected request channels                          | Creates ticket (or converts existing) and marks it private. Assigns reactor as owner                                              |
| **Lock emoji (🔒)**     | React with 🔒 on a channel message       | Connected request channels                          | Creates a private Slack channel for an existing ticket (with confirmation). Invites requester, assignee, followers, and approvers |
| **Custom emoji**        | React with configured emoji              | Connected request channels                          | Configured via Emoji Actions settings                                                                                             |
| **AI agent**            | User sends message, agent creates ticket | Channels with agent connected                       | Agent collects info conversationally, uses forms                                                                                  |
| **Slash command**       | `/rav create` or `/help`                 | Any Slack channel                                   | Guided ticket creation flow                                                                                                       |
| **Message shortcut**    | Three-dot menu on any message            | Any channel, thread, or DM                          | Works everywhere, even without Ravenna in the channel                                                                             |
| **App Home**            | "Create a new ticket" button             | Ravenna App Home tab                                | Direct creation from the Slack sidebar                                                                                            |
| **Form link**           | Paste a Ravenna form URL                 | Any Slack channel, DM, or thread                    | Unfurls to an "Open Form" card; routes by Slack channel → workspace default queue                                                 |
| **Auto-create**         | Any message in channel                   | Connected request channels with auto-create enabled | Every message becomes a ticket automatically                                                                                      |

Key distinction: emoji reactions and auto-create only work in connected request channels where Ravenna is a member. Message shortcuts work everywhere in Slack.

***

## One ticket per thread

Ravenna enforces a one-ticket-per-thread model. If a ticket emoji is applied to multiple messages in the same Slack thread, only one ticket is created. Subsequent messages in the thread sync to the existing ticket.

***

## Privacy rules for Slack-created tickets

Privacy is determined by a priority chain:

1. **DM context**: Tickets created from Slack DMs with Ravenna are always private. This cannot be overridden.
2. **Form privacy**: If the form used has the "Private" toggle enabled, the ticket is private.
3. **Default**: Otherwise, the ticket is public within the workspace.

Private tickets are visible only to the requester, assignee, followers, approvers, and workspace admins/members.

***

## Constraints and gotchas

* Emoji reactions only work on top-level channel messages, not on thread replies.
* Emoji actions require Ravenna to be a member of the Slack channel. Message shortcuts do not.
* The shushing emoji (🤫) creates a ticket (or converts an existing one) and marks it private. The reactor becomes the assignee.
* The lock emoji (🔒) creates a private Slack channel for an existing ticket after user confirmation. This is the only creation method that creates a Slack channel.
* Auto-create converts every message to a ticket. This should not be combined with an AI agent on the same channel, as auto-create bypasses the agent's conversational flow.
* Private tickets created from Slack cannot be shared across channels.
* Replies in the public request thread of a private ticket are not processed as ticket messages. The user receives a one-time ephemeral warning to continue in DMs.
* Multiple Slack channels can connect to a single Ravenna channel. All connected Slack channels share the same channel settings and automation rules.
* The message shortcut modal exposes a **Publicly acknowledge that a ticket was created?** checkbox when triggered from a DM or from a channel that isn't a connected request channel. Its default value comes from the form's **Shortcut Public Acknowledgement** setting. Checked posts a threaded confirmation; unchecked sends an ephemeral confirmation only the submitter sees. Connected request channels always post a public confirmation regardless of the setting.
* When a private form is submitted via the message shortcut from a public channel, Ravenna creates the ticket in DMs with the requester and posts a link to the DM thread in the original public thread instead of the standard confirmation.