> ## 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.

# Ticket mirrors

> Ticket mirrors are interactive Ravenna ticket cards in Slack that update in real time as assignees, status, and priority change across systems.

Ticket mirrors are interactive representations of Ravenna tickets that appear directly in Slack using Slack work objects. They update automatically as changes occur, allowing you to track and manage tickets without leaving Slack.

## Mental model

A ticket mirror is a real-time Slack representation of a Ravenna ticket. Mirrors use Slack work objects and update automatically when the ticket changes. They are read/write: users can take ticket actions (assign, close, update status) directly from the mirror.

Mirrors are not copies. They are live views of the ticket. Changes made through a mirror propagate immediately to Ravenna and all other mirrors of the same ticket.

***

## Mirror routing

Where a ticket mirror appears depends on how and where the ticket was created:

| Ticket origin              | Mirror locations                                                          |
| -------------------------- | ------------------------------------------------------------------------- |
| **Public channel message** | Original message thread + triage channel (if forwarding enabled)          |
| **DM with Ravenna**        | DM mirrors to requester, assignee, followers, approvers                   |
| **Slack App Home**         | DM mirrors to relevant parties                                            |
| **Admin / email**          | Triage channel (if forwarding enabled) + DM mirrors to assignee/followers |

When a ticket is **shared** across multiple channels:

* The primary channel's mirror appears in its configured location.
* Shared channels receive mirrors in their triage channels.
* Assignees, followers, and approvers from all channels receive DM mirrors.

***

## Mirror configuration

**Field visibility and ordering**: Workspace admins control which fields appear on ticket mirrors and their display order (status, priority, description, assignee, requester, approvers, source, custom fields). This applies workspace-wide to channel mirrors. App Home and flexpane mirrors always show all fields.

**Public mirror actions**: Channel-level setting that enables ticket action buttons on mirrors in request channels. When enabled, end users can take actions (close, update) directly from the mirror.

**Silent mode**: When enabled on a channel, ticket mirrors are not sent to the request Slack channel. Triage channel and DM mirrors still function. Thread messages still sync.

***

## Constraints and gotchas

* Field visibility and ordering settings are workspace-wide. You cannot configure different field visibility or ordering for different channels.
* App Home and flexpane mirrors always show all fields regardless of workspace mirror settings.
* Silent mode suppresses request channel mirrors and @mention-to-follower conversion, but does not affect triage or DM mirrors.
* Ticket mirrors update in real time. There is no sync delay.
* When a ticket is moved to a different workspace, the original mirror updates with a "moved" indicator and a new mirror is created in the destination triage channel.
* Mirror action buttons vary by context: triage channel mirrors have full actions, request channel mirrors have configurable actions.
* Pasting a Ravenna ticket URL in any Slack channel, DM, or thread unfurls into a mirror automatically. Unfurls read from live ticket data, update in real time, and require the Ravenna Slack app to be installed in the workspace.