Freshservice ticket replication
GitHub repositories as a knowledge source
Business schedules for SLAs
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
Approval-gated agent tools
Retry failed workflow runs
Retry a workflow run directly from the run history. Rerun from the beginning, retry against the latest published version, or resume from the failed step while reusing successful upstream outputs. The new run links back to the original for full traceability.Learn more →Other updates:- 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
Trigger workflows from external systems
Smart approval routing
Approval rounds now support skip conditions based on requester attributes, ticket properties, or integration data. For example, skip “Manager approval” when no manager is set. If every round is skipped, the ticket auto-approves with no manual intervention.Learn more →Smarter agents
Your agent can now read files shared in Slack. PDFs, images, and documents are processed automatically and used to answer questions, prefill form fields, and route tickets. The agent also knows where a user is writing from, so it won’t tell someone to post in a channel they’re already in.Learn more →Time-off management with HiBob
The HiBob integration adds two workflow actions. Get Time-off Balance retrieves an employee’s remaining PTO across all policy types, and Request Time Off submits requests on their behalf with an optional approver and description.Learn more →Other updates:- 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
Admin audit log
Approval rounds
Build multi-stage approval workflows with configurable policies per round. Each round can require any one approver, all approvers, or a custom threshold before advancing. Sequential execution keeps review structured and auditable for access requests and sensitive operations.Learn more →Intune device management actions
Six new workflow actions and agent tools for Microsoft Intune: Autopilot Reset, Retire Device, Sync Device, Rotate BitLocker Key, Wipe Device, and Assign Script. Automate endpoint lifecycle management from workflows and agent conversations without leaving Ravenna.Learn more →Other updates:- 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
Workflow runs in analytics
Share ticket workflow action
Keep a ticket in its original workspace and channel while creating a shared reference in another workspace. Share actions let teams collaborate across workspace boundaries without moving tickets or losing context.Learn more →AI reasoning in workflow runs
The AI’s explanation now appears alongside its decision when AI Decision Maker and Custom Prompt steps execute, visible in the workflow run step details. It’s easier to understand why the model chose a path or made a decision.Learn more →Other updates:- 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
Forms 2.0
JumpCloud, OneLogin, and Microsoft Intune integrations
JumpCloud and OneLogin are now generally available with user provisioning, directory sync, and access management workflows. Microsoft Intune is a new MDM integration that shows device compliance data in tickets and supports automated device management through agent tools and workflows.Other updates:- 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
Secure API credentials with Vault
Smarter workflow auto-triggers
Workflow auto-trigger detection now reads the intent behind an agent rule instead of scanning for keywords. If a rule’s purpose is to run a workflow immediately, the agent skips the confirmation step, and it recognizes when a user has already confirmed in conversation.Learn more →Send and resolve in one click
The ticket composer now includes a Send and resolve option that combines replying and closing into a single action. Choose it once and it becomes the default for later messages in that ticket, with keyboard shortcut support.Learn more →Other updates:- 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
Connect AI assistants to Ravenna with MCP
Agents pick the single best matching rule
When multiple agent rules could apply, the agent now selects the single most specific match instead of trying to satisfy several at once. The result is more predictable, focused responses when rules overlap.Learn more →Other updates:- 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
Push-based identity verification in workflows
Bulk actions with workflow loops
Workflows now support a Loop action that iterates through a collection, running contained actions for each item. Process lists of users, tickets, or other data returned by actions like Search Tickets or List Groups, then notify, update, or chain multi-step operations across the whole set.Learn more →Other updates:- 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
Relative date scheduling in workflows
Conditional form fields
The form builder now supports conditional field visibility. Fields show or hide based on the value of another field, so requesters only see what is relevant. Nest dependent fields, collapse groups to keep complex forms manageable, and rely on visibility rules that carry through to the ticket detail view.Learn more →Other updates:- 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
AI-powered assistance for everything in Ravenna
Manage tickets, build automations, and configure your workspace by chat
Search and filter tickets, draft responses in context, and summarize long threads without leaving the chat. Describe a workflow and Copilot builds it with triggers, conditions, approvals, and branching, or edits an existing one using its history. Set up agents, channels, and forms by describing what you need, and Copilot suggests configurations that fit how your team works. Learn more about everyday tasks, building automations, and configuring your workspace.Other updates:- 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
Conversational form filling
Google Drive file transfers for offboarding
A new Transfer User Files workflow action moves Drive files and Calendar data between users during offboarding, with configurable scope for private, shared, or all files. The action runs asynchronously and returns a transfer ID for tracking.Learn more →Other updates:- 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
Out of office and ticket delegation
On-call schedule routing with Incident.io
The Incident.io integration supports on-call schedule routing. It retrieves everyone currently on-call for a schedule and matches them to Ravenna users by email, so you can auto-assign tickets, notify on-call engineers, or build dynamic routing rules.Learn more →Smart ticket link names
Ticket links auto-populate with page titles when you paste a URL. Ravenna fetches the title from the linked site’s metadata, or uses the ticket title for internal links, so you don’t type link names by hand.Learn more →Other updates:- 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
Launch Week Winter 2026
A more configurable workspace
Wait for Message workflow action
A new Wait for Message action pauses workflow execution until specific users send a message on a ticket. Set a timeout and optionally filter by message source to control when the workflow resumes, for example waiting on a customer response before continuing.Learn more →Other updates:- 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
Workflow versioning and in-flight controls
Workflows gained versioning, pause and deactivate controls for in-flight runs, better timezone handling, and error alerts when a run fails.Learn more →
Generate knowledge base articles from tickets
Generate a knowledge base article from any ticket directly in the Ravenna web app, turning resolved requests into reusable documentation.Learn more →
- 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
Cloudflare Access integration
A new integration with Cloudflare Access automates access requests for Cloudflare-protected applications end to end. Connecting Cloudflare Access to Ravenna’s request and approval workflows removes manual steps, keeps access decisions auditable, and aligns with Zero Trust architectures.Learn more →
Application provisioning methods
Software access requests now support multiple provisioning methods, including group provisioning, application provisioning, and manual provisioning. Choose the method that fits how each application is managed, including tools that don’t support SCIM.Learn more →
Workflow run insights
New debug capabilities give clearer visibility into workflow runs and failures. When a run doesn’t complete as expected, you can see detailed, actionable information about what went wrong and where, making troubleshooting faster.Learn more →