Product Updates

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Use Cloudflare credentials in Foundry actions

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Auto-close tickets when an access request is provisioned

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Filter directly from the Cmd-K command palette

• The Add sub-ticket modal now supports multi-select, so you can attach several tickets as sub-tickets in one pass instead of adding them one at a time. Selected tickets stay pinned even if they fall out of the current search, and Cmd/Ctrl+Enter confirms the batch. See ticket relations for how the hierarchy works.
• Organization admins can now invite members directly from Organization Settings → Members, picking the target workspace in the invite modal. Previously, invites had to be sent from each individual workspace.
• The workflow editor now has a pencil icon next to the breadcrumb that opens the same rename dialog as the workflow list, so you can name a new workflow without leaving the editor. The button hides once the workflow is Active.
• Ticket metadata chips are now interactive: click the assignee or priority chip to change it inline, click the ticket ID to copy it, and jump straight to the source Slack thread from the source chip. Tickets with no priority no longer render an empty chip.
• The ticket action dock puts Private note ahead of Mark as done, and the Undo mark as done state uses a dedicated icon so the two actions are easier to tell apart at a glance.
• The Download all attachments action from yesterday’s release now also covers a ticket’s own attachments. When a ticket has more than one attachment, an Attachments (N) header appears above the tiles with a Download all button that packages them into a single zip. See ticket attachments.
• Chatlog filters for Message, Sender, and Agent now match in the database instead of scanning first-message content in application code, so chatlog queries return faster on large workspaces and skip the extra work entirely when no chatlog filter is set.
• Analytics dashboards go back to the multi-hue categorical chart palette, restoring distinct colors per series after a brief monochrome-blue experiment.

• Fixed a data-scoping issue on chat log routes where a user with a chat log ID from another organization could read that org’s events. Ticket event reads, updates, and deletes now enforce organization and workspace access on every request. No user action is required.
• Adding a hyperlink in the ticket-create rich text editor no longer submits the underlying Create ticket form. Confirming or pressing Enter in the link popover now only applies the link.
• Request-type composers with a Requester system field no longer show two Requester entries in the interpolation dropdown.
• Renaming a system field (for example, Description → Justification) on a request type no longer trips the duplicate-label check when the same field is re-added, and drag-drop no longer appends a numeric suffix. The label edit modal now also notes that a rename only applies to the current form.
• Deleting an approval round now soft-deletes it, so the ticket event history around the approval stays intact. Notifications only fire when an in-progress round is deleted.

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Automatically reopen resolved tickets when the requester replies

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Lock shared table views and duplicate any view

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Inline previews and download all for ticket attachments

• The entitlement status workflow trigger now accepts multiple statuses in one rule, so a single workflow can fan out on Provisioned, Deprovision failed, Skipped provisioning, and other outcomes together instead of duplicating the trigger.
• LLM calls that power Copilot, agents, and the message classifier now fall back to a secondary provider on retryable errors, so a transient outage or rate limit at one provider no longer surfaces as a failed run.
• The SLAs section on the ticket sidebar now starts collapsed when a ticket has no matching SLA targets, so the attribute panel stays focused on fields that apply.

• The workflow editor side panel no longer shows stale inputs after switching a step to a different action. The panel now re-renders cleanly when the selected action changes.
• Message editor: pressing Shift+Enter at the end of a code fence now creates the code block instead of leaving raw backticks. Picking a language that isn’t recognized falls back to plain text instead of throwing.
• Copilot analytics: grouped average, sum, min, max, and percent of queries no longer error out. Grouping by a time field (like created at or hour of day) now defaults to a daily bucket so the query runs without extra prompting.

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Use Microsoft Entra credentials in Foundry actions

• /support is now a Slack slash command alongside /rav and /help, giving teams that use “support” as their everyday word another discoverable entry point into ticket creation.
• Foundry actions now let you configure a linked built-in integration inline from the Integrations panel, so admins can adjust scopes and native credential settings without leaving the action editor.
• Ticket lists now sort by more custom field types, including Duration, Timezone, and Boolean fields, so queues built on those columns stay in a consistent order.
• Google Workspace group sync now stores the group description alongside owners, managers, and settings, so descriptions stay in step with what’s set in the Google Admin console.

• Imported Slack bot users are once again selectable as assignees, authors, approvers, and requesters when a workspace has bot users enabled, restoring parity with mention search.

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Inline-edit dates and custom fields in the tickets table

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Resolution path metric on ticket analytics

• The Okta requester card now shows the user’s Status and Last login, so you can spot deactivated or stale accounts at a glance.
• The customer portal home now lists workspaces you belong to but haven’t opted into as a portal user, so members can jump straight into those teams instead of hitting a dead end.
• The agents editor tool list has a cleaner header with an inline Add button, a lighter tool row layout, and tidier @mention chips.
• The OAuth provider dialog groups fields under Basic, Authorization, and Token exchange headings, adds a grant type control that hides irrelevant fields, and cleans up the Advanced settings section.
• The Connect fields tab in the OAuth provider dialog is now hidden for org-scoped providers, since connect fields only apply to global provider templates.
• When Foundry action research hits an unhelpful cached page, it can now skip the cache, exclude URLs it has already tried, and fetch a direct URL you paste in, so iterating on doc discovery is faster.

• Foundry agent tools now route through the same approval and confirmation gates as other agent actions, so guardrails you configured on an integration apply everywhere.
• Foundry OAuth integrations using the Client Credentials grant type now refresh their tokens correctly instead of failing once the initial token expires.
• SharePoint knowledge base citations now open in the SharePoint browser viewer instead of forcing a file download.
• Knowledge base resyncs now patch source URLs on existing documents, so links stay current when a source changes how it exposes URLs (for example, SharePoint’s viewer URLs).
• Google Drive knowledge sources now resolve file IDs from the correct field, fixing metadata fetches for documents added after the recent knowledge source refactor.
• @mentions in Slack messages used with Rapid ticket creation now convert to plain names in the ticket description instead of leaving raw Slack IDs.

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Configure your Okta requester card

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Client Credentials OAuth providers in Foundry

• You can now sort ticket lists by a single-select custom field, so queues built on tags like tier, environment, or region stay in a consistent order.
• SLA over-time analytics widgets now include tickets with no priority, so at-risk and breached counts match what you see in the ticket list.
• The Okta password reset and MFA reset agent tools are now separate actions, so agents pick the exact remediation instead of running both. See the Okta workflows reference.
• When an AI agent hits its tool-call limit, it now posts a short summary of what it got done instead of leaving the conversation in a “thinking” state, in Slack, on tickets, and in the customer portal.
• Slack message edits now sync attachment additions and deletions to the linked ticket, keeping the ticket file list in step with the source message.
• Consecutive SLA events on a ticket are grouped in the activity timeline, so long-running tickets read more like a summary and less like a wall of events.
• The knowledge base document picker now reuses an existing Google Drive connection when one is already set up, so you skip the reconnect step when adding new folders.
• Knowledge sources whose documents are all archived are now hidden from the ingestion queue, so status views only surface sources with real work to do.
• The SharePoint integration tile now uses the SharePoint logo.

• The SLA tag filter now displays the tags you’ve selected instead of showing an empty chip.
• Synced groups from identity providers now appear on the Application → Groups tab again.
• Reminders on tickets now cancel correctly when the ticket status changes to a state that shouldn’t carry a reminder.
• The escalation banner in Slack no longer renders with a broken border.
• Time to Resolution and Time to Close widgets no longer show negative durations when a ticket is reopened and closed again.
• The knowledge source picker modal no longer clips its content on smaller screens and scrolls the full list.
• Notion knowledge sources refreshed right after a re-auth now wait for the index to catch up, so documents no longer briefly disappear.
• Reconnecting a Freshservice knowledge base no longer duplicates or orphans source records.
• Foundry OAuth providers now free their slug on delete, so you can recreate a provider with the same name. Connecting a Client Credentials provider from Settings → Integrations now works on the first click.
• The Foundry OAuth Connected badge now shows immediately after a successful connect instead of only after a page refresh.

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Chart analytics from Copilot and MCP

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Slack DMs for @mentions in private notes

• Deflection rate as a percentage aggregation is now available on analytics widgets, so you can chart the share of tickets resolved by AI without pre-computing the math.
• Deflection and automation status filters on analytics widgets let you scope any chart to deflected, agent-assisted, or human-handled tickets, and to automated, automatable, or non-automatable resolutions.
• Foundry skips the initial clarifying questions when you describe a new function and preserves your existing code as it iterates, so you spend less time re-confirming intent and re-pasting work.
• Foundry iteration prompts now include test run results and the identity behind each change, so follow-up edits stay grounded in what actually happened on the last run.
• The inline Create new tag row is back in the tag picker, so you can add a missing tag without leaving the dropdown.
• The role editor hides the Guest role for non-guest members, so you no longer have to scroll past an option that does not apply.

• AI-generated ticket titles and descriptions no longer pull content from private notes, keeping internal context out of customer-visible fields.
• Ticket cards and form submission cards render correctly in the customer portal chat when the ticket lives in a different workspace, instead of failing to load.
• The parent ticket link in the ticket detail metadata chips is clickable again, so you can jump from a sub-ticket to its parent in one click.
• Slack form submission attachments are scoped to the submitter’s request, so files uploaded through one form no longer surface in unrelated Slack ticket threads.
• Drag-and-drop reordering of request type custom fields saves the new order reliably instead of snapping back.
• Switching between Copilot agents mid-conversation no longer leaves the chat wired to the previous agent.

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Share form links anywhere, including Slack

• Notion and GitHub knowledge source picker now lets you both add new sources and remove already-imported ones in the same dialog, with the list staying in sync as you edit.
• Confluence panels import as GitHub-style alerts so info, note, tip, warning, and error panels keep their callout styling when synced into Ravenna knowledge instead of flattening to plain paragraphs.
• Percent of distribution mode for analytics adds a new behavior to the Percent of aggregation. Pair it with a Group by dimension and leave Field to Aggregate empty to chart each group’s share of the total as percentages that sum to 100%.
• Applying an approval template to a ticket runs noticeably faster, so large templates with many approver groups no longer stall the ticket while the rounds are built.

• Workflow step input filters: Channel, Source, Provisioning Method, and Access Level options now populate reliably in ticket filter conditions, even when those fields aren’t referenced elsewhere in the workflow.
• Outbound ticket emails skip bot accounts when resolving recipients, so SES no longer rejects messages addressed to non-mailable system users and email-sourced tickets thread cleanly.
• Ticket due dates fail fast on malformed input instead of silently parsing to an unintended date, so an invalid value is rejected rather than saved as the wrong day.
• The Static Webpage icon inverts correctly in dark mode in the knowledge document tables, matching the other source icons.
• Response-time analytics no longer count bot replies when setting a ticket’s first responded-at timestamp, so first-response metrics reflect human agent activity.

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Form tools for the Copilot MCP server

• Change assignee from a Kanban ticket card without opening the ticket, so triage and standups stay on the board
• Cleaner Slack form rendering keeps form titles, icons, and field layout consistent across light and dark Slack themes

• Ticket card tooltips in the Ravenna AI chat no longer crash the app on hover
• The date-edit trigger is back in the ticket Dates section so due dates and other dates can be edited inline again
• New-ticket drafts persist correctly when the create-ticket modal is closed and reopened, so in-progress requests are not lost

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Table widgets on analytics dashboards

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Drill into any chart value

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Filters on reminder policies

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Search across knowledge folders

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Opt-in streaming for the Ravenna copilot

• Approvers and Approved At columns are back in ticket exports so audit-ready CSVs include who approved a ticket and when
• Business schedule archive guardrails block archiving or deleting a schedule that still has SLAs attached, and show you exactly how many SLAs to move first
• Microsoft Teams connections now reject linking the same Teams tenant to more than one Ravenna organization, so admins get a clear error instead of a half-connected workspace
• Foundry OAuth provider test connection now flags a reachable token endpoint that rejects client_credentials as a warning, so you can save providers that only verify through the authorization code flow
• Group sync from HRIS and identity providers now processes large directories in batches, so workspaces with thousands of groups complete a sync without timing out

• Analytics donut charts hold a consistent gap between slices instead of widening as values shift
• Jira’s assignable-user picker paginates through every project member instead of stopping at the first page
• The customer portal workspace picker only lists workspaces that actually have the portal turned on
• Ticket detail polish: approval rounds, message cards, and the side scrollbar render cleanly on long tickets
• Ticket due dates persist correctly across edits
• Large group syncs from identity providers process in batches so workspaces with thousands of groups complete reliably without database timeouts

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Snippets for reusable replies

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Approval and assignment reminders

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Conditions for reminder policies

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Workspace Automation settings

• Workflow duplication and cross-workspace copy clone a workflow into the same workspace or a different one, with collection placement preserved
• Foundry Dry Run mode executes a Foundry action against the live API but rolls back side effects, so you can validate request shape and auth without changing data
• AI deflection status on the tickets dashboard breaks resolved tickets into deflected, agent-assisted, and human-handled so you can size automation impact at a glance
• Explain in Agents Chat Logs surfaces the reasoning, rule match, and tool calls behind any agent response from the chat log timeline
• Agent version upgrades move an agent from V2 to V3 in place, preserving rules, knowledge, and history
• Ticket Created notification group for requesters controls whether requesters get a confirmation message when their ticket is created
• Inbound email block list and subdomain matching reject mail from specific senders or whole domains before a ticket is created, with explicit subdomain semantics
• CSV export for the Applications list exports the current filtered view for access reviews and audits
• Short ID and ID filters for ticket views filter by the ticket ID or short ID shown in the UI, including ranges and “in” sets
• Create Application and Access Levels MCP tools plus approval template tools let AI assistants stand up new applications and approval flows end to end

• Manager approver resolution clearly documents the lookup order across HRIS, identity providers, and manually set managers
• Freshservice knowledge base sync respects the category you select instead of pulling every Solutions article
• Slack emoji actions show a clear notice when a non-member triggers them on a private ticket
• Confluence sync resolves @mentions to the underlying Ravenna user when an email match exists
• Notion page fetches in the knowledge selector now stream asynchronously so large workspaces stop timing out
• Reminders, SLAs, and other timer-based features all default to the workspace’s business schedule so weekend hours are handled consistently

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Freshservice ticket replication

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GitHub repositories as a knowledge source

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Business schedules for SLAs

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Redesigned cron trigger

• MCP OAuth sign-in lets you log in once and reach every workspace from a single session, with no per-workspace API keys
• Settings home is a searchable landing page that surfaces every organization, workspace, and personal setting as a card
• Sort tickets by custom fields sorts a ticket table by date, number, text, or dropdown values
• Personal view overrides let you adjust filters and display on a shared view without affecting teammates
• User groups for app owners and approvers assign a team instead of a single person so coverage continues when individuals are out
• Copilot conditional fields and form deletion build show/hide dependencies, restrict picker options, or delete forms in natural language
• Agent form-link emails send the requester a direct link to a prefilled portal form during an email conversation
• Search Users action looks up users by criteria and feeds results into downstream steps
• Arrow key ticket navigation moves between tickets without returning to the list Quality of life updates:
• Approval descriptions appear inline so you can review and act without opening a separate view
• Guest user navigation hides Command K and search for external guests
• Forwarded emails identify the original sender instead of the forwarding service
• Column visibility and reorder changes on custom views save and reset reliably
• Slack form modals no longer fail when an agent prefills a multi-select field

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Approval-gated agent tools

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Retry failed workflow runs

• Agent ticket ownership separates AI agent work from human assignees so internal routing skips notifications, CSAT, and OOO delegation
• Named-assignee escalation specifies which user a ticket is assigned to when it escalates to a human
• Wait for Approval timeout branch adds an On Timeout path so stalled requests can be escalated or auto-closed
• Application approver field designates a dedicated approver, separate from the application owner
• HiBob Get OOO Users lists who is on vacation for a date range
• Compare previous period toggle overlays the preceding period on trend cards
• /help Slack command adds a discoverable alias for /rav Quality of life updates:
• Forms default to Draft on creation so you can configure before publishing
• Task templates use inline editing instead of separate tabs
• Externally-synced knowledge documents hide the Edit button with guidance to edit at the source Bug fixes:
• Email rendering no longer freezes on large threads, and reply threading is fixed for forwarded chains
• Form fields render correctly for non-workspace members
• Multi-turn conversational form filling completes properly
• Slack admin escalation works correctly for channel create and archive actions

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Trigger workflows from external systems

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Smart approval routing

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Smarter agents

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Time-off management with HiBob

• Assignee Group filter for SLAs and views targets policies and views to tickets where the assignee belongs to a specific group
• Google Workspace security group creation adds label support to the Create Group action
• Auto-populate ticket defaults from view filters pre-fills assignee, status, priority, and tags from your active view
• Dynamic Wait Until dates accept dynamic values from triggers or upstream steps
• Email delivery status badges show whether outbound emails were delivered, in the ticket timeline
• Workflow failure notifications for completed-with-errors fire on partial errors, not just fully failed runs Quality of life updates:
• Redesigned badges and chips with consistent sizing and cleaner dark mode colors
• Breadcrumbs truncate long page names instead of wrapping
• Custom field columns order before the actions column in ticket tables
• Workflow runs pagination is visible without scrolling
• Agents clearly explain why a blocked action was denied Bug fixes:
• Slack agent tools resolve channels and users correctly on Enterprise Grid
• Approval wait triggers resolve correctly after a ticket moves between queues
• Foundry actions with stored credentials execute correctly inside workflows
• Custom SELECT fields render as proper dropdowns in workflow conditions

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Admin audit log

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Approval rounds

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Intune device management actions

• Conditional KB routing in agent rules directs knowledge lookups to specific folders based on the topic of the conversation
• Task template folders group task templates by department, workflow type, or any structure you choose
• Google Workspace temporary password generation adds a temporary password option to the Reset MFA/Password action
• JumpCloud workflow actions add user lifecycle management and group operations, reaching parity with Okta
• Allowlist cap removed for Slack dropdowns supports more than 100 options using searchable external selects
• Draft and archived forms are no longer presented to AI agents Quality of life updates:
• Icons on form tabs and ticket type selectors add visual indicators to navigation
• The full Lucide icon library is available within the platform
• Form tabs remember your last selection across sessions
• Agent table layout fixes alignment and spacing issues Bug fixes:
• Fixed form submission errors in Slack
• Fixed conditional form fields clearing descendant values when a parent changes
• Fixed knowledge base document deletion silently failing
• Fixed icon picker dark mode gradient and broken icon names
• Fixed rich text editor color in dark mode

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Workflow runs in analytics

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Share ticket workflow action

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AI reasoning in workflow runs

• Type and Multi-application custom fields add two new field types for forms
• JumpCloud application sync pulls applications with status, logo, and metadata for access management
• JumpCloud manager sync syncs manager relationships for approval chains and routing
• Intune device app lookup retrieves installed applications on managed devices via agent rules and workflows
• Conditional visibility for all field types extends show/hide rules to layout and system fields
• Auto-submit forms by default skips the form UI when an agent has prefilled all required fields
• Members filter bar and inline editing add filtering and inline owner editing to member tabs
• Ravenna is now listed on the JAMF Marketplace Quality of life updates:
• Stale Slack forms rebuild instead of showing an error
• Slack messages respect configured custom field ordering
• Agents check the knowledge base before triage so existing docs can resolve requests
• User lookup resolves guests by searching the full organization
• Applications table supports sorting by status, owner, and source
• Browser tabs show readable form names instead of raw IDs

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Forms 2.0

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JumpCloud, OneLogin, and Microsoft Intune integrations

• Ticket Type field assigns one of five categories to tickets: Service, Incident, Problem, Change, or Access
• User groups in approval rounds can be selected as approvers
• Settings-driven form filling uses deterministic agent settings to control conversational form behavior
• Okta auto-provisioning creates Organization Guest accounts for external Okta users during directory sync
• Jira private comment sync syncs Jira Service Desk internal comments to Ravenna private notes, and vice versa
• Skip-invite toggle and bulk resend skip invitation emails when adding members and resend pending invitations in bulk Quality of life updates:
• Inline text filters save when you click away from the input
• Form fields render in the correct sequence across all form contexts
• Custom field labels and descriptions increased to 2,000 characters
• Custom fields are hidden by default in table views, and Reset Columns restores the default
• Bulk unarchive restores child tickets throughout the hierarchy
• Linear status mapping applies when creating issues, not just during status updates

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Secure API credentials with Vault

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Smarter workflow auto-triggers

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Send and resolve in one click

• Email footer customization appends rich text like disclaimers and contact info to outbound emails from a channel
• MCP assigned tasks lists assigned task items for the current user
• Google Create Group Managers role assigns the Managers role when provisioning groups
• Duplicate agent rules clone a rule to the same agent or a different one
• Ticket create API requesterEmail sets the requester by email instead of user ID Quality of life updates:
• A public thread reply warning appears when users reply in the public request thread of a private ticket
• Jira setup now specifies that a standard user account is required, not a managed service account

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Connect AI assistants to Ravenna with MCP

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Agents pick the single best matching rule

• Group Lookup agent tool searches for user groups by name during conversational form filling
• User group workspace scoping enforces workspace-aware visibility for manually created groups in select fields
• Slack thread link as workflow variable passes a clickable Slack thread URL to webhooks and downstream steps
• Workflow triggers show a confirmation button by default when triggered without a form Quality of life updates:
• Workflow step management supports deleting individual steps or entire branches, with keyboard shortcuts
• Workflow badge navigation opens the specific run in a new tab from ticket events

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Push-based identity verification in workflows

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Bulk actions with workflow loops

• Parent ticket support in Update Ticket organizes tickets into parent-child hierarchies through workflows
• Google Workspace Create User fields add department, job title, manager, organizational unit, and recovery contact info
• Google Workspace Get Group returns an isSuccess boolean and includes group owner and manager IDs
• Google Workspace user sync excludes suspended and archived users to match your active roster

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Relative date scheduling in workflows

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Conditional form fields

• Knowledge gaps tab surfaces topics where agents could not find an answer, with frequency and example conversations
• Ticket automation status metric classifies resolved tickets as automated, automatable, or non-automatable
• Access levels tab gives each application a dedicated tab with click-to-edit configuration Quality of life updates:
• Auto-linked URLs in custom fields detect and linkify bare URLs in text fields
• Slack thread reaction notices explain when emoji actions are used on thread replies

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AI-powered assistance for everything in Ravenna

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Manage tickets, build automations, and configure your workspace by chat

• Real-time Slack status sync detects status changes instantly via Slack events instead of polling every 30 minutes
• Custom display names for synced applications rename applications from identity providers while keeping the original integration name
• Add Followers from user groups keep entire teams in the loop on relevant tickets at once

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Conversational form filling

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Google Drive file transfers for offboarding

• User Lookup agent tool searches for users by name or email to populate user selection fields in forms
• Direct SSO login URL provides one-click access from an identity provider portal
• Microsoft Entra manager syncing displays manager relationships on user profiles automatically
• Workflow email replies bypass queue settings so recipients can always respond to automated outreach Quality of life updates:
• API key Last Used tracking helps you identify stale keys
• Workspace description guidance helps you write descriptions that improve routing
• Emoji reactions are clarified to work on channel-level messages only

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Out of office and ticket delegation

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On-call schedule routing with Incident.io

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Smart ticket link names

• Iru Assign Blueprint workflow action for device configuration management
• Configurable sync intervals for Jira, Freshservice, and Linear integrations
• Google Workspace Get Group now returns group manager IDs Quality of life updates:
• Workspace settings expanded with General details, bot users, and Slack appearance tabs
• Slack Create Ticket Thread action now creates or replaces request threads
• Category column and custom field grouping in table views

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Launch Week Winter 2026

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A more configurable workspace

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Wait for Message workflow action

• Automatic SSO redirect detects an organization’s SSO from the email domain and redirects to authenticate
• Confluence archived pages archive automatically in Ravenna to keep knowledge in sync
• Collapsible Kanban columns focus the board on specific workflow stages, saved per view
• Workflow actions that need a third-party integration show a Setup Required badge
• Agent negative feedback creates support tickets by default

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Workflow versioning and in-flight controls

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Generate knowledge base articles from tickets

• Email support is fully integrated in workflows, with sending, receiving, attachments, and automatic CC followers
• Bulk drag-and-drop reorganization moves Analytics, Workflows, and Form resources into and out of folders

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Cloudflare Access integration

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Application provisioning methods

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Workflow run insights