Emoji actions

Use Slack emoji reactions to trigger Ravenna actions like creating tickets, assigning work, and updating status without leaving the conversation.

Emoji actions bring ticket management directly into Slack using reactions. React to messages with emojis to create tickets, assign work, update status, and more without leaving your conversation. Ravenna triggers these actions through Slack’s reacji system.

Emoji actions only work on messages posted directly in a channel, not on replies within a thread. To trigger an action, react to the original message in the channel rather than a threaded reply. If you react to a thread reply, Ravenna shows an ephemeral notice explaining this limitation. You can dismiss this notice permanently by clicking Don’t show this again.

Who can trigger emoji actions

Turning on Public emoji actions does not expose every action to everyone. Each action carries one of these permissions, shown in the Who column of the tables below:

Who	Can trigger it	Controlled by
Anyone	Everyone in the channel, including non-members	Public emoji actions, per channel in ticket action settings. When off, every action is members only
Members	Workspace members only, whatever the channel setting says	Nothing, always members only
Assignee options	Members always, non-members only when set to Organization members	Assignee options, per workspace in workspace settings

Anyone with requester or guest access counts as a non-member here, matching how permissions work everywhere else in Ravenna.

A blocked reaction is ignored silently. The reaction stays on the message and no error is posted, so nothing distinguishes a permitted reaction from a blocked one. The exception is 🎫, which sends the user an ephemeral notice they can dismiss permanently.

Available actions

React to any message with these emojis to perform ticket actions instantly:

Ticket creation

Emoji	Action	Who	Description
🎫	Create ticket	Anyone	Creates a new ticket from the message

Assignment and following

Emoji	Action	Who	Description
👀	Assign to me	Assignee options	Assigns the ticket to yourself
💼	Assign	Anyone	Opens a modal to assign the ticket to someone
✋	Follow	Anyone	Adds you as a follower of the ticket

👀 checks the person reacting, since it assigns them. 💼 opens for anyone, and the check applies to the person selected: choosing someone the workspace does not allow as an assignee leaves the assignee unchanged, while any other edits submitted with it still apply.

Status management

Emoji	Action	Who	Description
✅	Resolve	Anyone	Marks the ticket as resolved
❌	Close	Anyone	Closes the ticket
📖	Reopen	Anyone	Reopens a closed or resolved ticket

Ticket properties

Emoji	Action	Who	Description
🏷️	Tags	Members	Opens a modal to update ticket tags
⚡	Priority	Members	Opens a modal to update ticket priority
✍️	Edit	Members	Opens a modal to edit ticket details

AI and knowledge

Emoji	Action	Who	Description
✨	AI response	Anyone	Suggests a response using AI
👎	Stop automated responses	Anyone	Stops automated agent responses on the ticket
🤖	Run AI pipeline	Members	Runs the AI pipeline for the ticket
🧠	Generate knowledge	Members	Generates knowledge base articles from the ticket

Ravenna also posts 👎 itself to mirror negative agent feedback, which is a separate mechanism from this action. See agent feedback reactions below.

Privacy

Emoji	Action	Who	Description
🤫	Make private	Members	Creates a ticket (or converts an existing one) to private. Assigns the reactor as owner
🔒	Private channel	Members	Creates a dedicated private Slack channel for an existing ticket (with confirmation). Invites requester, assignee, followers, and approvers

These emojis are the defaults. If your workspace has remapped an action to a different emoji, the permission follows the action, not the emoji.

Scoping actions to specific groups

The built-in permissions above are the only per-action controls. To scope behavior to a particular team or user group, build a workflow with the Slack Reaction Added trigger and add a condition on the actor. This lets you define your own behavior for reactions from your team versus reactions from everyone else.

Learn more about workflow triggers and actions

---

System emoji updates

Enable automatic emoji reactions on tickets when events occur. Ravenna adds emojis to provide visual feedback about ticket status changes directly in Slack threads.

1. Navigate to channel settings

   Go to Channel > Settings in your Ravenna workspace.

2. Open Slack settings

   Click Slack in the settings navigation.

3. Enable system emojis

   Toggle System Emojis in the ticketing behavior section.

System emoji updates only appear in request channels with this setting enabled.

Agent feedback reactions

When a user leaves feedback on an AI agent response, Ravenna mirrors that feedback back into Slack as an emoji reaction on the ticket’s thread:

Feedback	Reaction
Thumbs up (positive)	👍
Thumbs down (negative)	👎

Ravenna posts these reactions itself. Reacting with 👎 yourself triggers the Stop automated responses action instead, described above.

Ravenna adds the reaction to the original request thread in the channel where the ticket was created and to the matching triage channel thread, when either exists. Responders can then see at a glance how the requester felt about the agent’s reply without leaving Slack.

Agent feedback reactions are sent automatically for published tickets and require no additional configuration.