There are two main ways to create tickets; from a Slack message or in the Ravenna app. Let's start with creating tickets from Slack messages. Note - This is assuming you've already gone through the install and setup, so go back to the general setup guide if you haven't already.
Typically you would create tickets from comments made by your colleagues in a public channel. In this case, our colleague Peter is having issues and we're going to create a ticket from this comment.
Go to a message in your Request channel and react to the message with the 🎫 emoji by clicking the + emoji icon here:
Then search for the 🎫 emoji and select it here.
Once you apply the emoji reaction to the comment, you'll see Ravenna reply to the comment in a thread:
If you click 'reply' you'll see the ticket info that the end user can see in the Request channel:
Next let's go to the Triage channel, which should also have lit up when you created the ticket. As an agent, this is where you'll want to go to manage the ticket in Slack. Notice how you have the ability to assign, edit, modify stages and more:
If you click 'Edit ticket' you'll see a form where you can modify fields. You can customize these forms and fields in the Ravenna app settings:
You can also link directly back to the original thread or create a private channel conversation if this is a request you'd prefer to not have with the end user in a public channel by clicking the 3 little dots on the right:
Click 'reply' to open the thread:
Now you can reply back to the end user with a public comment that will send back to Peter in the public channel that the message was originally received in:
This is what the message looks like to Peter. Peter also got a notification from Slack when this message was updated:
Typically these interactions will go back and forth until the issue is resolved. Once it's resolved, the Agent will click the ticket Status dropdown and select 'Resolved'. This then stamps the ticket for the agent and the end user to show that the issue was resolved:
