This handbook provides guidance on using Ravenna, your company’s service desk platform. It covers how to submit requests, track progress, and take advantage of the system’s features to get help efficiently.
What is Ravenna?
Ravenna is your organization’s service desk platform, integrated directly into Slack. This means you can submit and track support requests without leaving your everyday communication tool. Key benefits include:- Submit requests directly from Slack messages
- Track progress in organized threads
- Access to AI-powered knowledge base for instant answers
- Centralized dashboard for all your requests
Types of requests you can submit
IT support
Software access, equipment requests, troubleshooting, and password resets
HR assistance
Onboarding questions, policy clarification, benefits, and form requests
Facilities
Office supplies, desk assignments, maintenance requests, and workspace needs
Operations
Process questions, vendor requests, compliance support, and procedural guidance
Your specific request types depend on how your organization has configured Ravenna. Check with your team leads or administrators if you’re unsure about available categories.
Key advantages
⚡ Faster support
⚡ Faster support
Submit requests directly from Slack messages and track progress in the same thread. No need to switch between multiple platforms or systems.
📊 Easier tracking
📊 Easier tracking
View all your requests in one centralized dashboard with real-time status updates. Stay informed on progress without needing to follow up constantly.
🧠 Self-service options
🧠 Self-service options
Access instant answers to common questions through AI-powered responses and your organization’s knowledge base before submitting requests.
How to submit requests
There are several ways to submit requests through Ravenna:Ravenna Slack app
Use the dedicated Ravenna app in your Slack sidebar
Public support channels
Submit requests in designated team channels
Ravenna Slack app
The Ravenna Slack app provides a centralized interface for managing your support requests.- Look for Ravenna in your Slack sidebar under “Apps”
- Click to open the Ravenna interface
- Access your dashboard and request management tools
App overview
- Home Tab
- Chat Tab
- History Tab
Your main dashboard showing all available workspaces, active tickets, and pending approvals in one centralized location.
Creating requests
- Home Tab
- Chat Tab
Formal request creation. Use the “Create Request” button to submit structured requests.
1
Click 'Create Request'
Select the “Create Request” option in the Ravenna app home tab.
2
Select a Workspace
Choose the appropriate team or department for your request.
3
Choose request type
Pick the form that matches your need.
4
Fill in details
Provide a clear description of what you need help with. Include relevant details to help expedite resolution.
5
Submit
Your request is created and you’ll get updates in a dedicated thread.
Public support channels
Community-based support: Submitting requests in public channels allows other team members to benefit from the answers and helps improve Ravenna’s knowledge base.
Finding your support channels
Look for designated support channels in your Slack workspace:#ask-itfor IT requests#ask-hrfor HR questions#facilitiesfor office requests#supportfor general support requests
Submitting requests in channels
Shared knowledge: Posting in public channels helps other team members find answers to similar questions and reduces duplicate requests.
💬 Post your question
💬 Post your question
Type your request directly in the channel with clear details about what you need help with.
🎫 Watch for confirmation
🎫 Watch for confirmation
Ravenna will acknowledge your request, typically with a 🎫 emoji reaction or a threaded response. The exact format may vary based on your organization’s configuration.
🧵 Follow the thread
🧵 Follow the thread
All communication regarding your request will happen in the message thread. You can also track the ticket in the Home tab of the Ravenna app.
Traditional method: You can continue to use email for submitting requests if you prefer this method.
How it works
- Send an email to your team’s usual email address
- Write your request like you normally would - no special formatting required
- Hit send and carry on with your day
- Get responses via email as usual
Cross-platform visibility: Email requests also appear in the Ravenna Slack app, so you can access your ticket history from either platform.
Knowledge feedback
Continuous improvement: When Ravenna’s AI provides answers using your company’s knowledge base, your feedback helps improve the system for all users.
Providing feedback
When Ravenna provides an answer using your organization’s knowledge base, you can use reaction buttons to provide feedback:👍 Helpful answer
👍 Helpful answer
Use thumbs up when the AI provides accurate and helpful information. This indicates that the knowledge document is effective.
👎 Needs improvement
👎 Needs improvement
Use thumbs down when the AI provides incorrect or outdated information. This flags the knowledge document for review and automatically creates a support ticket for personalized assistance.
Benefits of feedback
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
Continuous improvement: Regular feedback from users helps Ravenna provide more accurate answers over time, benefiting the entire organization.
Approvals
Approval workflow: When requests require your approval, Ravenna ensures you’re notified and can take action efficiently.
Approval notifications
- Public tickets
- Private tickets
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)
Available actions
✅ Approve
✅ Approve
Approve the request to allow it to proceed. The requester and assigned agent will be notified of your decision.
❌ Reject
❌ Reject
Reject the request with a clear reason for the decision. This allows the requester to understand the denial and potentially resubmit with corrections.
💬 Request more information
💬 Request more information
Ask for additional context or clarification before making your approval decision. You can participate in the conversation to gather necessary details.
Managing approvals
The Home tab in the Ravenna app provides a centralized approval dashboard:- My Approvals section displays all pending approval requests
- Quick actions for efficient decision-making
- Complete context accessible for each request
Important: Process approvals in a timely manner to avoid delays for requesters and your team. Regular review of pending approvals helps maintain workflow efficiency.
Summary
You now have the knowledge needed to effectively use Ravenna for your support requests and workflow needs.
Key capabilities
You can now:- Submit requests through the Ravenna app, public channels, or email
- Track your requests through the centralized dashboard
- Provide feedback on AI responses to improve the system
- Manage approvals efficiently through the approval workflow
- Access instant answers from the organizational knowledge base
Best practices
To get the most value from Ravenna:- Use public channels when appropriate to share knowledge with teammates
- Provide feedback on AI responses to improve system accuracy
- Process approvals promptly to maintain workflow efficiency
- Take advantage of the knowledge base for quick answers
Need additional help? Use the Chat tab to ask Ravenna questions about the system, or submit a support request if you need personalized assistance.