> ## 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.

# 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 <Tooltip headline="Reacjis" tip="Slack reactions that perform an automated action when added to a message" cta="Read Slack's reacji guide" href="https://slack.com/help/articles/206870317-Use-reacjis-to-react-to-messages-">reacji</Tooltip> system.

<Warning>
  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**.
</Warning>

## 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                                                                                                                              |
| --------------------------------------------------------------------------------- | --------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge>                 | Everyone in the channel, including non-members                        | **Public emoji actions**, per channel in [ticket action settings](/documentation/tickets/channels). When off, every action is members only |
| <Badge icon="users" color="purple" size="sm" stroke>Members</Badge>               | Workspace members only, whatever the channel setting says             | Nothing, always members only                                                                                                               |
| <Badge icon="user-check" color="orange" size="sm" stroke>Assignee options</Badge> | Members always, non-members only when set to **Organization members** | **Assignee options**, per workspace in [workspace settings](/documentation/platform/workspaces/settings)                                   |

Anyone with <Tooltip headline="Requester or guest access" tip="Limited workspace access: create tickets and view your own, with no member permissions" cta="Read about roles and access" href="/documentation/platform/roles-access">requester or guest access</Tooltip> counts as a non-member here, matching how permissions work everywhere else in Ravenna.

<Callout icon="shield" color="#3B82F6">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.</Callout>

## Available actions

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

<AccordionGroup>
  <Accordion title="Ticket creation" icon="ticket" defaultOpen>
    | Emoji | Action        | Who                                                               | Description                           |
    | ----- | ------------- | ----------------------------------------------------------------- | ------------------------------------- |
    | 🎫    | Create ticket | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge> | Creates a new ticket from the message |
  </Accordion>

  <Accordion title="Assignment and following" icon="user-plus">
    | Emoji | Action       | Who                                                                               | Description                                   |
    | ----- | ------------ | --------------------------------------------------------------------------------- | --------------------------------------------- |
    | 👀    | Assign to me | <Badge icon="user-check" color="orange" size="sm" stroke>Assignee options</Badge> | Assigns the ticket to yourself                |
    | 💼    | Assign       | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge>                 | Opens a modal to assign the ticket to someone |
    | ✋     | Follow       | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge>                 | 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.
  </Accordion>

  <Accordion title="Status management" icon="list-checks">
    | Emoji | Action  | Who                                                               | Description                         |
    | ----- | ------- | ----------------------------------------------------------------- | ----------------------------------- |
    | ✅     | Resolve | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge> | Marks the ticket as resolved        |
    | ❌     | Close   | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge> | Closes the ticket                   |
    | 📖    | Reopen  | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge> | Reopens a closed or resolved ticket |
  </Accordion>

  <Accordion title="Ticket properties" icon="sliders-horizontal">
    | Emoji | Action   | Who                                                                 | Description                             |
    | ----- | -------- | ------------------------------------------------------------------- | --------------------------------------- |
    | 🏷️   | Tags     | <Badge icon="users" color="purple" size="sm" stroke>Members</Badge> | Opens a modal to update ticket tags     |
    | ⚡     | Priority | <Badge icon="users" color="purple" size="sm" stroke>Members</Badge> | Opens a modal to update ticket priority |
    | ✍️    | Edit     | <Badge icon="users" color="purple" size="sm" stroke>Members</Badge> | Opens a modal to edit ticket details    |
  </Accordion>

  <Accordion title="AI and knowledge" icon="sparkles">
    | Emoji | Action                   | Who                                                                 | Description                                       |
    | ----- | ------------------------ | ------------------------------------------------------------------- | ------------------------------------------------- |
    | ✨     | AI response              | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge>   | Suggests a response using AI                      |
    | 👎    | Stop automated responses | <Badge icon="globe" color="green" size="sm" stroke>Anyone</Badge>   | Stops automated agent responses on the ticket     |
    | 🤖    | Run AI pipeline          | <Badge icon="users" color="purple" size="sm" stroke>Members</Badge> | Runs the AI pipeline for the ticket               |
    | 🧠    | Generate knowledge       | <Badge icon="users" color="purple" size="sm" stroke>Members</Badge> | 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](#agent-feedback-reactions) below.
  </Accordion>

  <Accordion title="Privacy" icon="lock">
    | Emoji | Action          | Who                                                                 | Description                                                                                                                                 |
    | ----- | --------------- | ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- |
    | 🤫    | Make private    | <Badge icon="users" color="purple" size="sm" stroke>Members</Badge> | Creates a ticket (or converts an existing one) to private. Assigns the reactor as owner                                                     |
    | 🔒    | Private channel | <Badge icon="users" color="purple" size="sm" stroke>Members</Badge> | Creates a dedicated private Slack channel for an existing ticket (with confirmation). Invites requester, assignee, followers, and approvers |
  </Accordion>
</AccordionGroup>

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.

<Callout icon="link" color="#6B7280">Learn more about [workflow triggers and actions](/documentation/automate/workflows/triggers-actions)</Callout>

***

## 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.

<Steps>
  <Step title="Navigate to channel settings">
    Go to **Channel > Settings** in your Ravenna workspace.
  </Step>

  <Step title="Open Slack settings">
    Click **Slack** in the settings navigation.
  </Step>

  <Step title="Enable system emojis">
    Toggle **System Emojis** in the ticketing behavior section.
  </Step>
</Steps>

System emoji updates only appear in <Tooltip headline="Request channels" tip="Slack channels where tickets are created from messages" cta="Learn about request channels" href="/integrations/slack/creating-tickets">request channels</Tooltip> with this setting enabled.

### Agent feedback reactions

When a user leaves feedback on an [AI agent](/documentation/automate/agents/deploy-monitor) 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](/integrations/slack/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.