Once you have Ravenna installed and connected to your Slack instance - let's get to creating and managing tickets right in Slack. The first thing you'll want to do is designate a Request channel and a Triage channel.
A Request channel is where your end users (typically your work colleagues) will create tickets in Slack. This might be a 'general' channel, a department specific 'IT' channel, or even a private channel just for sales leaders to submit Sales Ops requests. No matter where it is, the first thing you'll want to do is invite the Ravenna bot to that channel. Just go to that channel and type in @ravenna and hit enter. This will add the bot to the channel so that you can create Ravenna tickets from this channel.
Now that you have a Request channel setup, let's setup our Triage channel. Your Triage channel is typically a channel where ONLY agents and admins would work. An agent is defined as someone that manages and answers requests, or an admin that needs oversight into tickets and Ravenna reports. We recommend setting up a new, private channel named something like 'It-triage' and inviting in only other members of your IT team (or Sales Ops, Rev Ops, HR, etc). Once you have that channel setup, invite the Ravenna bot into it by typing in @ravenna and hit enter.
Now that we have both of our channels setup, let's go into the Ravenna app and link those channels so that we know where to create tickets from, and where to send them to. Go to app.ravennahq.com and log into your Workspace. If you don't already have a Queue setup, click the "+" button next to Queue to create one:
Just pick any emoji you like to represent this queue (this will only show in the Ravenna app next to that queue name), name the queue, and select the prefix. The prefix is what every ticket will be designated with, so in my example my tickets will be labeled as "ITREQ-1234" and each ticket ID number will increase in sequential order:
Once we have a queue setup we can now configure the request and triage channels associated with that queue. To do that, click on the drop down on the top left corner, then click Settings (the gear icon). This takes you to your settings page, where you can click Slack under Workspaces:
Now we can map this queue to the Request and Triage channels you've setup in Slack. Note- if you don't see your request or triage channel listed here, make sure that the Ravenna bot is added to those specific channels in your Slack workspace or you won't be able to select them here.
We recommend setting up entirely new Ravenna workspaces for separate departments or use cases (click the top left, click "+ Workspace") and using queues as separate ticket intake channels in the same department/use case. This keeps information separated from, let's say IT and HR requests via different workspaces - but still allows additional queues to be added for each team. In this example we might have an HR workspace with queues like "onboarding requests" and "benefits questions", whereas the IT workspace might have queues like "workstation issues" and "software access requests". There's no limit to how many queues or workspaces you setup so feel free to explore the space here :)
Next up, creating and managing tickets in Slack: https://help.ravennahq.com/en/articles/10324418-creating-tickets