What IT owns in Ravenna
Help desk
One channel, three forms, knowledge, and an agent with gated tools.
Access provisioning
Access requests that route to the right approver and provision themselves.
Device lifecycle
Hardware requests, device questions answered from your MDM, and clean returns.
Suggested shape
One workspace called IT, one request channel,#ask-it, and a private triage channel for the responders. Everything else, the old it@ inbox, DMs, the Portal, points at that same channel rather than creating new ones.
Add categories that match how you would want to report later: Access, Hardware, Software, Network, Accounts. Keep the list under ten.
Joiner and leaver work usually arrives differently. People Ops owns the parent ticket and creates a child ticket in the IT workspace, which fires the workflow IT owns. Give that its own channel so lifecycle work does not compete with the help desk.
Learn more about the employee lifecycle handoff
Learn more about choosing between channels, views, and categories
Integrations worth connecting early
You do not need all of these on day one. An identity provider is the one that changes the most, because it turns access requests from a conversation into a provisioning action.
Where IT desks stall
Splitting into topic channels too early
Splitting into topic channels too early
#ask-it-hardware and #ask-it-access before you have volume creates dead channels. Use views.Automating provisioning before defining approvals
Automating provisioning before defining approvals
Decide who signs off first, then wire the grant.
Leaving the agent read-only
Leaving the agent read-only
Answering questions is table stakes. Look at tool execution policies once the answers are landing.
Next
IT help desk
The flagship desk, end to end.
Access provisioning
Requests that provision themselves.