There are two main ways to create tickets in Slack - From a comment in a public Request channel, and from a direct message. Let's start with creating tickets in a public Request channel.
Our colleague Peter is having issues and we're going to create a ticket from his comment in Slack.
Go to a message in your Request channel and react to the message with the 🎫 (ticket) emoji by clicking the + emoji icon here:
Then search for the 🎫 emoji and select it here.
Pro tip - you can 'pin' this emoji as a favorite via 'one click emoji reaction' so it shows up whenever you hover over a comment, as seen in the image above. This makes it so you don't need to search for it every time you want to apply an emoji. Learn more on the Slack article here Once you apply the emoji reaction to the comment, you'll see Ravenna reply to the comment in a thread:
Now let's look at how a ticket is created from a Direct Message. Ravenna can't really look at DM's to create tickets with the emoji, so we just need to select the message to create a ticket via the "More Actions" selection - which is the three little dots:
Then select "Create Ticket with Ravenna":
Which is where you'll be prompted to fill out a ticket, which pulls the DM comment into the description field:
