> ## 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 clean, professional end-user handbook explaining how to submit requests, track tickets, and get help through Ravenna inside Slack.

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<Note>
  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.
</Note>

## 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

<CardGroup cols={2}>
  <Card title="IT support" icon="laptop">
    Software access, equipment requests, troubleshooting, and password resets
  </Card>

  <Card title="HR assistance" icon="users">
    Onboarding questions, policy clarification, benefits, and form requests
  </Card>

  <Card title="Facilities" icon="building">
    Office supplies, desk assignments, maintenance requests, and workspace needs
  </Card>

  <Card title="Operations" icon="gear">
    Process questions, vendor requests, compliance support, and procedural guidance
  </Card>
</CardGroup>

<Info>
  Your specific forms depend on how your organization has configured Ravenna. Check with your team leads or administrators if you're unsure about available categories.
</Info>

### Key advantages

<AccordionGroup>
  <Accordion title="⚡ Faster support">
    Submit requests directly from Slack messages and track progress in the same thread. No need to switch between multiple platforms or systems.
  </Accordion>

  <Accordion title="📊 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.
  </Accordion>

  <Accordion title="🧠 Self-service options">
    Access instant answers to common questions through AI-powered responses and your organization's knowledge base before submitting requests.
  </Accordion>
</AccordionGroup>

***

## How to submit requests

There are several ways to submit requests through Ravenna:

<CardGroup cols={2}>
  <Card title="Ravenna Slack app" icon="slack" href="#ravenna-slack-app">
    Use the dedicated Ravenna app in your Slack sidebar
  </Card>

  <Card title="Public support channels" icon="comments" href="#public-support-channels">
    Submit requests in designated team channels
  </Card>
</CardGroup>

***

### 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

#### App overview

<Card>
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  <Tabs>
    <Tab title="Home tab">
      Your main dashboard showing all available workspaces, active tickets, and pending approvals in one centralized location.
    </Tab>

    <Tab title="Chat tab">
      Interactive chat interface where you can communicate with Ravenna's AI agent and continue previous conversations.
    </Tab>

    <Tab title="History tab">
      Complete record of all your past conversations and tickets for easy reference and follow-up.
    </Tab>
  </Tabs>
</Card>

#### Creating requests

<Tabs>
  <Tab title="Home tab">
    **Formal request creation.** Use the "Create Request" button to submit structured requests.

    <Steps>
      <Step title="Click 'Create Request'">
        Select the "Create Request" option in the Ravenna app home tab.
      </Step>

      <Step title="Select a Workspace">
        Choose the appropriate team or department for your request.
      </Step>

      <Step title="Choose form">
        Pick the form that matches your need.
      </Step>

      <Step title="Fill in details">
        Provide a clear description of what you need help with. Include relevant details to help expedite resolution.
      </Step>

      <Step title="Submit">
        Your request is created and you'll get updates in a dedicated thread.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Chat tab">
    **Conversational approach.** Communicate with Ravenna using natural language.

    <Steps>
      <Step title="Open the Chat tab">
        Head over to the Chat tab in the Ravenna Slack app.
      </Step>

      <Step title="Type your request">
        Describe what you need help with in the message box using natural language.
      </Step>

      <Step title="Send your message">
        The AI Agent will either provide an answer from your company's knowledge base, or help you create a support ticket.
      </Step>

      <Step title="Track progress">
        All updates appear in the chat thread, and are also visible in the **Home** and **History** tabs.
      </Step>
    </Steps>
  </Tab>
</Tabs>

***

### Public support channels

<Info>
  **Community-based support:** Submitting requests in public channels allows other team members to benefit from the answers and helps improve Ravenna's knowledge base.
</Info>

#### 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.

#### Submitting requests in channels

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

<AccordionGroup>
  <Accordion title="💬 Post your question">
    Type your request directly in the channel with clear details about what you need help with.
  </Accordion>

  <Accordion title="🎫 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.
  </Accordion>

  <Accordion title="🧵 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.
  </Accordion>
</AccordionGroup>

### Email

<Info>
  **Traditional method:** You can continue to use email for submitting requests if you prefer this method.
</Info>

#### 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.

<Tip>
  **Cross-platform visibility:** Email requests also appear in the Ravenna Slack app, so you can access your ticket history from either platform.
</Tip>

***

## Knowledge feedback

<Info>
  **Continuous improvement:** When Ravenna's AI provides answers using your company's knowledge base, your feedback helps improve the system for all users.
</Info>

#### Providing feedback

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

<AccordionGroup>
  <Accordion title="👍 Helpful answer">
    Use thumbs up when the AI provides accurate and helpful information. This indicates that the knowledge document is effective.
  </Accordion>

  <Accordion title="👎 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.
  </Accordion>
</AccordionGroup>

#### 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

<Tip>
  **Continuous improvement:** Regular feedback from users helps Ravenna provide more accurate answers over time, benefiting the entire organization.
</Tip>

***

## Approvals

<Info>
  **Approval workflow:** When requests require your approval, Ravenna ensures you're notified and can take action efficiently.
</Info>

When a request needs your approval, Ravenna provides multiple notification methods to ensure you're aware and can respond promptly.

### Approval notifications

<Tabs>
  <Tab title="Public 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)
  </Tab>

  <Tab title="Private tickets" icon="lock">
    **Confidential approvals.** For sensitive requests requiring your approval:

    * A **new chat opens** automatically in the Ravenna Slack app Chat tab
    * You can view the **complete ticket context** including all message history
    * **Approve or reject** directly in the chat, or request additional information if needed
    * Appears in your **Home tab** under "My Approvals" until actioned
  </Tab>
</Tabs>

### Available actions

<AccordionGroup>
  <Accordion title="✅ Approve">
    Approve the request to allow it to proceed. The requester and assigned agent will be notified of your decision.
  </Accordion>

  <Accordion title="❌ Reject">
    Reject the request with a clear reason for the decision. This allows the requester to understand the denial and potentially resubmit with corrections.
  </Accordion>

  <Accordion title="💬 Request more information">
    Ask for additional context or clarification before making your approval decision. You can participate in the conversation to gather necessary details.
  </Accordion>
</AccordionGroup>

### 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

<Warning>
  **Important:** Process approvals in a timely manner to avoid delays for requesters and your team. Regular review of pending approvals helps maintain workflow efficiency.
</Warning>

***

## Summary

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

### 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

<Tip>
  **Need additional help?** Use the Chat tab to ask Ravenna questions about the system, or submit a support request if you need personalized assistance.
</Tip>