Plot twist: This isn’t your typical boring handbook. We promise to keep the corporate jargon to a minimum and actually help you understand how to use your companies service desk. Consider this your survival guide for navigating support requests without losing your sanity.

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What’s Ravenna?

Your organization just upgraded from the dark ages of service desk tickets. Remember those days of submitting requests into the abyss and praying to the IT gods for a response? Well, forget about em. Ravenna lives right in Slack, which means no more “have you tried turning it off and on again?” email marathons or wondering if your ticket got lost in some digital vortex. It’s like having a personal assistant who actually responds and doesn’t judge you for asking how to work the office printers for the fifth time, or is it sixth time?

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What can you get help with?

IT support

Software access, equipment requests, troubleshooting, and yes, password resets

HR assistance

Onboarding questions, policy clarification, benefits, and “which form do I need?” mysteries

Facilities

Office supplies, desk assignments, maintenance requests, and the eternal quest for more monitor space

Operations

Process questions, vendor requests, compliance support, and “how do we actually do this?” moments
Reality check: Your specific workspaces and request types depend on how your organization set things up. If you’re not sure what’s available, just ask.

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Why this doesn’t suck (unlike traditional helpdesks)

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Opening requests

So you need help with something. Great! Here’s how to get it:

Ravenna Slack app

Your personal help assistant, right in the Slack sidebar

Public support channels

The traditional route, but with modern conveniences

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Ravenna Slack app

Think of this as your help desk headquarters, right in Slack.
  1. Look for Ravenna in your Slack sidebar under “Apps”
  2. Click to open your shiny new support interface
  3. Marvel at how organized everything looks compared to your email inbox

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App overview

Your mission control center. This dashboard shows all available workspaces, lets you view and manage tickets, track approvals. All in one place, because who has time to hunt around?

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Actually getting help

For the button-clickers. Use the big, obvious “Create Request” button to open a new ticket.
1

Click 'Create Request'

Select the “Create Request” option in the Ravenna app home tab.
2

Select a Workspace

Pick the team that’s most likely to know what you’re talking about.
3

Choose request type

Pick the form that matches your need.
4

Fill in details

Describe what you need help with. Be specific. Think “helpful detail,” service desk heroes love that.
5

Submit

Your request is created and you’ll get updates in a dedicated thread.

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Public support channels

The community approach: Sometimes it’s nice to ask questions where everyone can see the answers. Your coworkers will thank you when they have the same question three months later, and Ravenna can learn from these interactions too and answer future questions with more accuracy.

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Finding your support channels (the treasure hunt)

Look for channels like these (your organization might have different names, but you get the idea):
  • #ask-it for IT requests
  • #ask-hr for HR questions
  • #facilities for office requests
  • #support for general “help me” moments
Pro tip: Not sure which channels are available? Ask @Ravenna in the Chat tab what channels are open for business. It knows things. Plot twist: Even if Ravenna is connected to a public channel, you can still create private tickets through the Ravenna Slack app home tab. Your choice entirely.

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Submitting requests in channels

The generous-spirited approach: Posting in public channels means when Sarah from accounting has the same question next week, she can find your answer instead of asking again. You’re basically a workplace hero.

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Email

The old-school approach: Some people still prefer the comfort of their email client. We see you, and we respect your commitment to the classics.

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How it works (spoiler: exactly like before)

  1. Send an email to your team’s usual email address
  2. Write your request like you normally would - no special formatting required
  3. Hit send and carry on with your day
  4. Get responses in your email, just like the good old days
The only difference? Behind the scenes, Ravenna is now organizing everything and making sure nothing falls through the cracks. But from your perspective, it’s business as usual.
The best of both worlds: Even if you submit via email, your request will show up in the Ravenna Slack app too. So if you ever decide to join the Slack revolution, your ticket history will be waiting for you.

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Knowledge

The feedback loop: When Ravenna’s AI answers your questions using your company’s knowledge base, you can help make it better for everyone. Think of it as training your digital coworker.

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How the AI learns

When Ravenna answers a question using your company’s knowledge - whether in a public channel or private chat - you’ll see those familiar reaction buttons. Here’s where the magic happens:

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Why this matters

Your feedback helps your organization:
  • Identify knowledge gaps - What documents need updating or creating
  • Improve AI accuracy - Better answers for everyone over time
  • Fix outdated information - Keep the knowledge base fresh and relevant
The virtuous cycle: The more people use these reactions, the smarter Ravenna can be.

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Approvals

The power position: Sometimes you’re not the one asking for help - you’re the one who gets to say “yes” or “nah, try again.”
So someone needs your stamp of approval on something. Maybe it’s a budget request, a new hire, or access to the super secret company Netflix account. Here’s how Ravenna makes sure you actually see these requests instead of letting them die in your email graveyard.

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How you’ll know someone needs your approval

When someone submits a request in a public channel and it needs your approval:
  • You’ll get tagged directly in the message thread
  • A notification appears in the Ravenna app with handy approve/reject buttons
  • Everything shows up in your Home tab under “My Approvals” section
  • The whole conversation is visible to everyone (keeping things transparent)

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Your approval options

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Managing your approval queue

Your Home tab in the Ravenna app becomes your approval queue:
  • My Approvals section shows everything waiting for your decision
  • One-click actions for quick decisions
  • Full context available with a single click
Pro tip: Don’t let approvals sit forever. That budget request for office plants isn’t going to approve itself, and your team is depending on you to keep things moving.

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Wrapping up

Congratulations: You’ve now mastered the art of getting help at your company. You’re officially ready to navigate the wonderful world of workplace support requests like a pro.

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What you now know how to do

You can now confidently:
  • Submit requests through the Ravenna app, public channels, or good old email
  • Track your tickets without forgetting or losing them
  • Help train the AI with thumbs up/down reactions
  • Handle approvals like the decision-making champion you are
  • Get instant answers from the knowledge base when possible

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The bottom line

Ravenna isn’t just another corporate tool to learn, it’s designed to make your work life easier. No more lost tickets, no more email chains that go nowhere, and no more wondering if anyone actually received your request. The system works best when everyone uses it, so don’t be shy about:
  • Posting in public channels (your coworkers will thank you)
  • Giving feedback on AI responses (it gets smarter over time)
Still confused about something? Just ask Ravenna in the Chat tab and if it can’t help, open a ticket with your internal support team. They’re ready and waiting to assist.
Now go forth and request support with confidence. Your BAU teams are ready for you. — 🤖 Team Ravenna