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PlatformIntegrationsTickets

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Out of office and ticket delegation

User settings for delegates and out of office status
A dedicated user settings page lets team members configure their profile, assign delegates, and manage out of office status. Delegates receive ticket assignments and approvals on your behalf, and OOO status can sync automatically from Slack, so tickets always route to an available teammate.

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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.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.
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
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AgentsIntegrationsWorkflows

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Launch Week Winter 2026

Launch Week Winter 2026 product announcements
Ravenna announced five major product launches during Launch Week Winter 2026.Ravenna Agents resolve employee requests autonomously using natural-language rules, knowledge base integration, and multi-turn conversations across Slack and email. Ticketing integrations with Jira Service Management, Freshservice, and Linear replicate tickets with sync of comments, status, assignments, and resolutions.HRIS integrations with BambooHR, HiBob, Workday, and Rippling bring employee context into Ravenna for personalized responses and routing.MDM integrations with Jamf, Fleet, and Iru surface device diagnostics in tickets and enable automated device actions.Workflow templates provide pre-built automations for common operations like MFA resets, access requests, and channel provisioning. Browse templates.
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PlatformTicketsWorkflows

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A more configurable workspace

Workspace settings for ticket mirror field visibility
Customize which fields appear on ticket mirrors across your workspace. Control visibility for status, priority, description, assignee, requester, approvers, source, and custom fields to keep Slack channels focused.

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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.
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
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WorkflowsEmailKnowledge

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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.
Workflow version controls in the workflow builder

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Generate knowledge base articles from tickets

Generate a knowledge base article from any ticket directly in the Admin, turning resolved requests into reusable documentation.
Generating a knowledge base article from a ticket
Other updates:
  • 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
Last modified on November 2, 2026