> ## 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 in Slack with Ravenna, with personality-driven copy that drives adoption from day one.
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**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.
## 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?
### 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:** Your specific workspaces and forms depend on how your organization set things up. If you're not sure what's available, just ask.
### Why this doesn't suck (unlike traditional helpdesks)
Get help without leaving Slack. Submit requests from any message and track progress in the same thread. No more "please submit a ticket" redirects when you just need someone to reset your password for the third time this month.
See all your requests in one place and get updates as they progress. Your support team will actually thank you for not asking "what's the status on my request?" every six hours. Revolutionary, we know.
Get instant answers to common questions through AI-powered responses and searchable knowledge. Skip the "did you check the wiki?" runaround that nobody has time for. The AI actually knows where things are.
***
## Opening requests
So you need help with something. Great! Here's how to get it:
Your personal help assistant, right in the Slack sidebar
The traditional route, but with modern conveniences
***
### 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
#### 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?
**The conversational approach.** Pick up where you left off with your most recent Ravenna chat, or start fresh. The AI Agent here is surprisingly helpful and won't judge you for not reading the manual first.
**Your paper trail.** Review all your past conversations and tickets. Never lose track of what was said again.
#### Actually getting help
**For the button-clickers.** Use the big, obvious "Create Request" button to open a new ticket.
Select the "Create Request" option in the Ravenna app home tab.
Pick the team that's most likely to know what you're talking about.
Pick the form that matches your need.
Describe what you need help with. Be specific. Think "helpful detail," service desk heroes love that.
Your request is created and you'll get updates in a dedicated thread.
**For the conversational types.** Just chat with Ravenna like you would a helpful coworker.
Head over to the Chat tab in the Ravenna Slack app.
Describe what you need help with in the message box, just like you would to a teammate.
The AI Agent will either solve your problem instantly with knowledge from your company database, or help you create a ticket.
All updates appear in the chat, plus you'll see everything in the **Home** and **History** tabs. No lost conversations.
***
### 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.
#### 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.
#### 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.
Type your request directly in the channel. Be clear about what you need.
Ravenna will work its behind-the-scenes magic. Look for a ๐ซ emoji reaction on your message or an acknowledgment in the thread. Each organization customizes this differently, so this experience will be totally unique for you, but the gist is there.
Ravenna has perfect Slack etiquette, all the back-and-forth happens in the message thread to keep things tidy. You'll also see these tickets in the **Home tab** of the Ravenna app, with a handy link back to the public thread.
### 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.
#### 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.
***
## 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.
#### 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:
Hit that thumbs up when the AI nails it. This tells your company that the knowledge document is working well and helps the AI get better at finding the right answers.
React with thumbs down when the AI misses the mark or gives outdated info. This flags the knowledge document for review AND automatically opens a ticket to get you the real help you need. Two birds, one stone.
#### 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.
***
## 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.
### 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)
**The confidential route.** For sensitive requests that need your approval:
* A **new chat opens** automatically in the Ravenna Slack app Chat tab
* You can see the **full ticket context** including all messages
* **Approve or reject** right in the chat, or join the conversation first if you need clarification
* Still shows up in your **Home tab** under "My Approvals" for easy tracking, and disappears once actioned
### Your approval options
Click approve and the request moves forward. The requester gets notified, and the agent can continue working on the ticket.
Sometimes, you have to say **no**. Reject with a reason so everyone can understand and can potentially resubmit with fixes if suitable.
Need more context? Jump into the conversation before making your decision. It's perfectly acceptable to ask "why do you need access to the executive bathroom?"
### 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.
***
## 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.
### 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
### 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.
\-- ๐ค Team Ravenna