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Use Copilot for the tasks you do every day: finding tickets, looking up answers in your knowledge base, catching up on conversations, and drafting replies.
Interactive ticket cards in Copilot

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Tickets

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Search and filter tickets

Find using natural language. Copilot understands what you mean even when your wording does not exactly match the ticket content, so you can describe what you are looking for in your own words. Supported filters:
  • Priority, status, assignee, or requester
  • Channel or form
  • Tags and source (Slack, email, web)
  • Date ranges (created, updated, resolved, due date)
When Copilot returns search results, it shows interactive ticket cards you can click to go directly to the ticket. It also displays the active filters so you can see exactly what criteria were applied.
You can ask Copilot what ticket statuses or tags are available in your workspace if you are not sure what to filter by. For example, “What ticket statuses do we have?” or “Show me all tags.”
Example prompts:

Show me open tickets in the IT Support channel assigned to me

Find high priority HR tickets created in the last 7 days

What tickets did the Benefits team resolve this week?

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View ticket details

Get complete ticket information, including the conversation history, current status, priority, who it is assigned to, custom field values, and tags. Reference tickets by their ID, like IT-4892 or HR-2041. Example prompts:

Show me the details on IT-4892

What's the latest on HR-2041?

Summarize the conversation on HOPS-1157

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Summarize and draft responses

When you open Copilot from a ticket page, it can read the full conversation and help you work through it. Summarize: Ask Copilot to summarize a ticket’s conversation to quickly understand what has happened, what decisions were made, and what still needs to be done. Draft responses: Ask Copilot to write a reply based on the conversation and your knowledge base. Copilot shows the draft as an interactive suggestion you can review, edit, and insert into the ticket. Example prompts:

Summarize this ticket conversation

What are the open action items on this ticket?

Draft a reply explaining the next steps for this employee's laptop replacement

Draft a response using what the knowledge base says about our VPN setup process

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Create and update tickets

Create tickets by describing what you need. Set the channel, form, priority, and assignee. If the form has custom fields (like dropdowns or multi-select options), Copilot fills them in based on your description. Example prompts:

Create a ticket for a password reset in the IT Support channel and assign it to Jamie Lee

File a high priority ticket about the VPN being down for the Austin office and tag it outage

Escalate IT-4892 to high priority

Assign HR-2041 to Jamie Lee and set the due date to next Friday

What you can update on a ticket:
  • Title and description
  • Priority, status, and category
  • Assignee, requester, and followers
  • Tags and custom field values
  • Due date
  • Channel (move to a different channel) and form (change the request type)
  • Parent ticket
  • Privacy settings
You can also use Copilot to create and manage forms and channels that define how tickets are submitted

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Knowledge base

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Search your knowledge base

Search your organization’s internal for answers about company policies, processes, and procedures. Copilot understands what you mean even when your wording does not exactly match the document content, so you can ask questions in your own words. It cites the source documents so you can verify the information. Example prompts:

What is our PTO policy?

How do I set up the VPN on a Mac?

What are the steps for offboarding an employee?

What you can search depends on your workspace role. Admins and members can search all knowledge base documents. Guests see results scoped to global knowledge bases and knowledge bases associated with their channels.

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Walkthrough: answering a ticket using your knowledge base

When you are working on a ticket, you can ask Copilot to find relevant information from the knowledge base and use it to draft a reply.
1

Open Copilot from the ticket

Navigate to the ticket and open the Copilot side panel. Copilot automatically has context about the ticket’s conversation.
2

Ask about the issue

What does our knowledge base say about resetting two-factor authentication?

3

Draft a reply

Copilot returns relevant passages with source citations. Ask it to turn that into a response.

Draft a reply to this employee explaining the 2FA reset process based on what you found

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Users and channels

Find information about people and Slack channels in your workspace.

Users

Search for users by name, get contact information, and look up user details for ticket assignments.Example prompts:

Who is Jamie Lee?

What's Priya Patel's email address?

List available Slack channels and connected Slack app integrations.Example prompts:

What Slack channels do we have?

Tell me about the IT Support channel

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Get help with Ravenna

Copilot can also search Ravenna’s own product documentation to help you learn how features work or figure out how to do something in the platform. When Copilot finds relevant documentation, it shares links you can click to read the full article. Example prompts:

How do I create a new form for time-off requests?

How do I set up a triage channel in Slack?

What workflow triggers are available?

How do I connect a new integration?

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Tips

  • Use Copilot from the ticket page for summarization and drafting. It automatically has the full conversation.
  • Ask naturally. You do not need to use exact keywords when searching. “What’s our vacation policy?” works just as well as searching for the exact document title.
  • Reference tickets by ID (like IT-4892 or HR-2041) to go straight to the ticket you need.
  • Check source citations. Copilot cites which knowledge base documents it pulled from, so you can verify accuracy or share the source with the requester.
  • Save preferences as Copilot Notes. If you find yourself repeating the same instructions, save them as a note so they apply to future conversations automatically.
Learn more about using Copilot, tickets, knowledge base, and users