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.

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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

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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.

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Key advantages

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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

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Ravenna Slack app

The Ravenna Slack app provides a centralized interface for managing your support requests.
  1. Look for Ravenna in your Slack sidebar under “Apps”
  2. Click to open the Ravenna interface
  3. Access your dashboard and request management tools

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App overview

Your main dashboard showing all available workspaces, active tickets, and pending approvals in one centralized location.

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Creating requests

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.

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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.

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Finding your support channels

Look for designated support channels in your Slack workspace:
  • #ask-it for IT requests
  • #ask-hr for HR questions
  • #facilities for office requests
  • #support for general support requests
Note: If you’re unsure which channels are available, ask @Ravenna in the Chat tab for a list of active support channels. You can always create private tickets through the Ravenna Slack app even if public channels are available.

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Submitting requests in channels

Shared knowledge: Posting in public channels helps other team members find answers to similar questions and reduces duplicate requests.

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Email

Traditional method: You can continue to use email for submitting requests if you prefer this method.

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How it works

  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 via email as usual
Behind the scenes, Ravenna organizes and tracks your email requests, but from your perspective, the email workflow remains unchanged.
Cross-platform visibility: Email requests also appear in the Ravenna Slack app, so you can access your ticket history from either platform.

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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.

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Providing feedback

When Ravenna provides an answer using your organization’s knowledge base, you can use reaction buttons to provide feedback:

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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.

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Approvals

Approval workflow: When requests require your approval, Ravenna ensures you’re notified and can take action efficiently.
When a request needs your approval, Ravenna provides multiple notification methods to ensure you’re aware and can respond promptly.

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Approval notifications

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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Available actions

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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.

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Summary

You now have the knowledge needed to effectively use Ravenna for your support requests and workflow needs.

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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

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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.