Updates & Improvements
📊 Enhanced Dashboard Widgets
- Redesigned for clearer, more actionable insights
- Improved metric tracking, trend analysis, and preview features
- More intuitive visualizations to spot patterns and guide decisions faster
Other Improvements
Alongside the redesigned dashboard widgets, we’ve shipped several updates to improve workflow efficiency, data visualization, and integrations:- AI Workflows: Automatic ticket summaries, smarter request type detection, and improved conditional logic.
- Notion Integration: Now indexes databases for faster, CSV-style search.
- Okta: Stronger security with encrypted authentication and improved metadata handling
- Tickets: Smoother navigation between parent/child tickets and more reliable shared views.
- Filtering: More accurate date handling, global filters, and group-by options.
Index and Learn from Entire Slack Channels
Unlock the goldmine of knowledge trapped in your public Slack channels. You can now add an entire Slack channel as a knowledge source. Ravenna will securely index the historical question-and-answer pairs from threads, making that collective wisdom instantly available to power its AI responses.Introducing the Workflow Builder
Automate your repetitive tasks with our new visual Workflow Builder. This powerful engine allows you to create custom automations based on triggers and actions.- Visual, No-Code Interface: Drag and drop triggers (e.g., “Ticket Created”) and actions (e.g., “Assign User”) to build powerful workflows.
- Conditional Logic: Use filters to ensure workflows only run when specific conditions are met, such as a ticket having a “High” priority.
- External Integrations: Build workflows that interact with other systems. Initial support includes actions for Slack and Okta.
Better Organization with Knowledge Base Folders
Managing your knowledge sources is now more intuitive with the introduction of Folders. Group documents from various sources (Google Drive, Notion, Coda) into logical folders, set automatic daily syncs to keep content fresh, and use the new chat panel to test AI responses against specific knowledge sets.Attachments on Tickets
You can now add files and images directly to your Ravenna tickets. Attachments can be uploaded from your computer in the web app or captured automatically when a user shares a file in a ticket-related Slack thread. This is perfect for sharing screenshots and documents to provide better context.Major AI and Workflow Enhancements
- AI-Powered Tags & Titles: Ravenna’s AI now auto-generates human-readable ticket titles and applies relevant tags.
- AI Personality: Customize tone, emoji usage, and response length to fit your brand.
- Slack Workflow Integration: Embed request forms in Slack workflows.
- Custom Analytics Dashboards: Build your own charts and dashboards with ticket data filters.
CSAT Surveys
Automatically gather feedback on your team’s performance. When a ticket is resolved, Ravenna sends a CSAT survey via Slack DM, allowing users to rate and comment on the interaction.Approval Capabilities
- Approval Tickets: Create tickets that require approval for things like access or changes.
- Notifications: Approvers are alerted in Slack and email with one-click options.
- Tracking: All approvals are logged and synced across Ravenna and Slack.
Advanced Filtering Options
Filter tickets by date ranges (e.g. “created between Jan 1 and Jan 10”) and use new operators like “is not one of” for more granular filtering.Group By Dates
Organize tickets by created, updated, due, or start dates with grouping options by day, week, month, or year.Snoozing Tickets
Snooze tickets until a selected date. They disappear from the queue and return when it’s time to handle them again.Inbound Email Support
Create tickets by sending emails to a queue-specific address. Replies are handled through Ravenna and routed back to email seamlessly.Sub-Tickets and Ticket Links
Create subtasks from a parent ticket and link to external resources (e.g., GitHub, design files) via “Ticket Links.”Secure OAuth for Knowledge Sources
OAuth is now supported for Confluence, Google Drive, and Notion—connect securely with just one click.Slack Home Tab & Automatic @-Mention Followers
- View custom ticket lists from Ravenna inside Slack’s new Home Tab.
- When you @-mention someone in a ticket, they are auto-added as followers.