> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# User handbook
> A playful end-user handbook explaining how to get help with Ravenna, with personality-driven copy that drives adoption from day one.
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**This is a template you hand to your employees.** Copy it, swap in your channel names, your Portal link, and your support email address, and cut the entry points you have not turned on. The [Notion versions](/guides/user-onboarding/handbook/notion) are the fastest way to do that. Keep the jokes or lose them, it is your handbook now.
## What's Ravenna?
Your organization just retired the era of submitting a request into the void and praying to the IT gods for a response. Forget about 'em.
Ravenna lives where you already work: Slack, Microsoft Teams, a web page, or plain old email. Ask for something, and an AI assistant tries to solve it on the spot. If it needs a human, it becomes a real tracked ticket instead of a message someone will definitely get to later.
No more "have you tried turning it off and on again?" email marathons. No more wondering whether your request fell into a digital vortex. And no judgment for asking how the office printer works for the fifth time. Or is it the sixth.
**On Microsoft Teams rather than Slack?** Same deal, different app. Post in your connected Teams channel or `@`-mention **Ravenna** and it takes it from there. Two catches: private chats with the bot aren't a thing yet, so use the channel, and Teams won't send you satisfaction surveys. Approvals do land in your Teams chat, so you can't escape those.
### What can you get help with?
Software access, equipment requests, troubleshooting, and yes, password resets
Onboarding questions, policy clarification, benefits, and "which form do I need?" mysteries
Office supplies, desk assignments, maintenance requests, and the eternal quest for more monitor space
Process questions, vendor requests, compliance support, and "how do we actually do this?" moments
**Reality check:** which teams and forms you see depends on how your organization set things up. Not sure where something belongs? Ask Ravenna. Guessing is optional.
***
## Opening requests
So you need help. Four front doors, all leading to the same tracked ticket. Take whichever is nearest.
Your personal help desk, right in the Slack sidebar
The traditional route, with modern conveniences
An actual web page, for when Slack isn't your thing
For the traditionalists. Nobody is judging
***
### Ravenna Slack app
Think of this as help desk headquarters.
1. Look for **Ravenna** in your Slack sidebar. Slack files AI apps under **Agents** now, so start there, then try **Apps**
2. Click to open it. The **Home** tab is your dashboard
3. Use the **Messages** tab to chat with the assistant like any other DM
Pin Ravenna to the agent picker in the top right of Slack and it follows you around the app. In a helpful way.
#### App overview
**Mission control.** Every team you can file with, your open tickets, and anything waiting on your approval. All in one place, because who has time to hunt around?
**The conversational route.** Chat with Ravenna like any other direct message. Each conversation gets its own thread, so scroll back to past requests and reply in a thread to pick up where you left off. Surprisingly helpful, and it won't judge you for skipping the manual.
#### Actually getting help
**For the button-clickers.** There's a big obvious button. Click the big obvious button.
Open the Ravenna app home tab and hit the **Create a new ticket** button.
Pick the team most likely to know what you're talking about.
Whichever one matches your problem.
Be specific. Service desk heroes love a helpful detail.
Your ticket exists, and updates land in a dedicated thread.
**For the conversational types.** Chat with Ravenna like a helpful coworker.
Head to the Messages tab in the Ravenna Slack app, like opening a DM.
Describe what you need. You don't have to know which team owns it.
The assistant either solves it instantly from your company's knowledge, or helps you open a ticket. Replies land in a thread on your message.
Updates show up in the thread and in the **Home** tab. No lost conversations.
Some teams let the assistant gather form details by just asking you. If it fires off one question at a time and then hands you a filled-in form to check, that's the feature, not a glitch. Long forms and private forms always open as a proper form.
***
## Public support channels
Sometimes it's nice to ask where everyone can see the answer. Your coworkers will thank you when they have the same question three months from now, and Ravenna learns from the thread too.
#### Finding your support channels (the treasure hunt)
Look for channels like these. Your organization might name them differently, 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 exist? Ask Ravenna in the **Messages** tab what's open for business. It knows things.
**Plot twist:** even where Ravenna is sitting in a public channel, you can still file privately through the Slack app instead. Entirely your call.
#### Submitting requests in channels
Type your request in the channel. Be clear about what you need.
Ravenna does its thing. Look for a 🎫 emoji reaction on your message or an acknowledgment in the thread. Every organization configures this differently, so yours may look slightly different, but the gist holds.
Ravenna has impeccable Slack etiquette: the back and forth stays in the message thread. The ticket also shows up in the **Home** tab, with a link back to the public thread.
***
### The portal
If you don't live in Slack, or you're filling in something long enough to deserve a proper form, the portal is where you want to be. Your company will hand you the link.
Sign in with your normal company account. No new password to forget.
From the featured tiles, or dig through the full list if yours isn't there.
There's a chat box. The assistant checks your company's knowledge first, so you might get your answer before a ticket even exists.
Everything you've ever filed, including the things you filed in Slack.
**Watch your inbox.** The portal doesn't have its own notification bell, so replies land in your email.
***
### Email
Email your team's usual address, write your request like a normal person, hit send. No special formatting required.
The only difference is that behind the scenes Ravenna is now organizing everything and making sure nothing falls through the cracks. From your side, it's business as usual. Your email tickets also appear in the Ravenna Slack app, so if you ever join the Slack revolution your history is waiting for you.
***
## Rating a resolution
When your ticket gets marked done, you might get a short 5-star survey in Slack. One click, plus a comment box if you have opinions.
Have opinions. Your support team reads these to work out which request types are going badly, and a low rating with one sentence of context is far more useful than quietly seething.
Surveys are switched on per support channel, so not every ticket gets one. They're Slack only, so no surveys in Microsoft Teams.
***
## Training your digital coworker
When Ravenna answers using your company's knowledge, you might see thumbs up and thumbs down buttons under the response. This is where you get to be useful.
Hit thumbs up when the AI nails it. It confirms the underlying document is pulling its weight.
Thumbs down when it misses or serves you something out of date. That flags the document for review, and on most teams it also opens a ticket so an actual human picks your question up. Two birds, one stone.
The more people use those buttons, the faster your organization finds the questions its documentation never answered in the first place.
***
## Approvals
Sometimes you're not the one asking for help. You're the one who gets to say "yes" or "nah, try again." Budget requests, new access, the good stuff.
### How approval requests find you
Ravenna sends you a direct message with the ticket details and **Approve** and **Decline** buttons. That DM goes out no matter what your notification settings say, so approvals don't get to quietly die in a muted channel.
Depending on the ticket, you might also get:
| Also happens | When |
| - | - |
| An `@`-mention in the ticket's Slack thread | The ticket lives in a public channel |
| An entry under **My Approvals** in the Home tab | Always, until you decide |
| An Adaptive Card in your Microsoft Teams chat | Your organization runs on Teams |
| An email nudge | Your organization has pending-approval emails on |
If your organization requires identity verification on approvals, the buttons send you to Ravenna in a browser to prove you're you first. Mildly annoying, considerably more secure.
### Your options
The request moves forward, the requester and the assignee get notified, and work carries on.
Sometimes you have to say no. Add a reason, so the requester knows whether to fix it and resubmit or let it go.
There's no "need more info" button. Just reply in the thread or the DM with your question, then approve or decline once you know. It stays pending until you act, so nothing happens by accident. Yes, "why do you need access to the executive bathroom?" counts as a question.
**Don't let approvals sit forever.** Nothing moves on that ticket until every approver has decided. That request for office plants isn't going to approve itself, and somebody is waiting on you.
***
## Wrapping up
You have officially mastered getting help at this company. You can now confidently:
* **Submit requests** through the Ravenna app, a public channel, the portal, or good old email
* **Track your tickets** without losing them in a thread from three weeks ago
* **Get instant answers** from the knowledge base, and flag the ones that are wrong
* **Rate resolutions** when the survey shows up
* **Handle approvals** like the decision-making champion you are
### The bottom line
Ravenna isn't another corporate tool to learn. It's there so nothing you ask for gets lost. It works best when everyone actually uses it, so don't be shy about posting in public channels, and don't skip the thumbs up and thumbs down.
**Still confused about something?** Ask Ravenna in the Messages tab. If it can't help, it'll open a ticket and a real person will.
Now go forth and request support with confidence.
## Related topics
- [User handbook](/guides/user-onboarding/handbook/simple-edition.md)
- [Notion templates](/guides/user-onboarding/handbook/notion.md)
- [Product Updates](/changelog/2025.md)
- [Overview](/documentation/automate/knowledge/overview.md)
- [Go live](/guides/day-one/go-live.md)
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