> ## 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, handle approvals, and rate resolutions in Ravenna.
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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.
## What is Ravenna?
Ravenna is your organization's service desk. It runs where you already work: Slack, Microsoft Teams, a web portal, and email. You submit a request, an AI assistant tries to answer it immediately, and if it needs a person, it becomes a tracked ticket you can follow.
What that gets you:
* Submit a request without leaving Slack, or from a browser if you prefer
* Get an instant answer from your company's own knowledge when one exists
* Track everything you have filed in one place, wherever you filed it
* Approve requests from the same place you read messages
**On Microsoft Teams rather than Slack?** Post in your connected Teams channel, or `@`-mention **Ravenna**, and the assistant picks it up. Two differences: private chats with the Ravenna bot are not available yet, so use the channel, and Teams does not send satisfaction surveys. Approvals do arrive in your Teams chat.
### Types of requests you can submit
Software access, equipment requests, troubleshooting, and password resets
Onboarding questions, policy clarification, benefits, and form requests
Office supplies, desk assignments, maintenance requests, and workspace needs
Process questions, vendor requests, compliance support, and procedural guidance
Which teams and forms you see depends on how your organization set Ravenna up. If you are not sure where something belongs, ask Ravenna and it will point you at the right team.
***
## How to submit requests
Four front doors, all producing the same tracked ticket. Pick whichever is closest to hand.
Message Ravenna directly, or open its app home
Post in a shared team channel
A web page for forms and for tracking requests
Email the address you already use
***
### Ravenna Slack app
1. Look for **Ravenna** in your Slack sidebar. Slack groups AI apps under **Agents**, so check there first, then **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 direct message
You can also add Ravenna to the agent picker in the top right of Slack, which keeps it within reach from anywhere.
#### App overview
Your dashboard: the teams you can file with, your open tickets, and anything waiting on your approval.
Chat with Ravenna's AI assistant like any other direct message. Each conversation lives in its own thread, so you can scroll back to past requests and reply in a thread to continue one.
#### Creating requests
**Structured request.** Fill in a form when you already know what you need.
Open the Ravenna app home tab and click the **Create a new ticket** button.
Choose the team or department that owns your request.
Pick the form that matches your need.
Describe what you need clearly. Specifics get you resolved faster.
Your ticket is created and updates arrive in a dedicated thread.
**Conversational.** Describe the problem and let the assistant work out where it goes.
Head to the Messages tab in the Ravenna Slack app, like opening a direct message.
Plain language is fine. You do not need to know which team owns it.
The assistant either answers from your company's knowledge or helps you open a ticket. Replies arrive in a thread on your message.
Updates appear in the conversation thread, and in the **Home** tab.
Some teams have the assistant collect form details through conversation instead of showing you a form. If it asks you one question at a time and then shows you a filled-in form to confirm, that is why. Longer forms and private forms always open as a form.
***
### Public support channels
Posting where everyone can see the answer means the next person with your question finds it instead of asking again, and Ravenna learns from the thread.
#### Finding your support channels
Look for channels like these in Slack:
* `#ask-it` for IT requests
* `#ask-hr` for HR questions
* `#facilities` for office requests
* `#support` for general questions
Not sure which ones exist? Ask Ravenna in the **Messages** tab for a list of active support channels.
You can always file privately through the Ravenna Slack app instead, even when a public channel is available.
#### Submitting requests in channels
Type your request in the channel with enough detail for someone to act on it.
Ravenna acknowledges the request, usually with a 🎫 emoji reaction or a threaded reply. The exact format depends on how your organization configured it.
All the back and forth happens in the message thread. The ticket also appears in the **Home** tab of the Ravenna app.
***
### The portal
The portal is a web page where you can file a request, ask a question, and see everything you have submitted. Your company will share the link.
Sign in with your usual company account. There is no separate password.
Choose from the featured options, or search the full list.
The portal has a chat box, and the assistant answers from your company's knowledge before it creates a ticket.
**My requests** shows every ticket you have filed, including the ones you opened in Slack or by email.
**Updates arrive by email.** The portal does not have its own notification inbox, so watch your inbox for replies on requests you filed there.
***
### Email
Email your team's usual address, write your request the way you normally would, and send. No special formatting, no subject line conventions.
Ravenna organizes and tracks the request behind the scenes, and replies come back to you by email as usual. The ticket also shows up in the Ravenna Slack app, so your history is in one place either way.
***
## Rating a resolution
When your ticket is marked done, you may get a short 5-star survey in Slack asking how the support went. One click, with an optional comment.
It is worth answering. Your team uses those ratings to find the request types that are going badly, and a low score with a sentence of context is the most direct way to tell them something is not working.
Surveys are turned on per support channel, so you will not get one for every ticket. They are delivered in Slack only, not in Microsoft Teams.
***
## Giving feedback on AI answers
When Ravenna answers using your company's knowledge, you may see thumbs up and thumbs down buttons under the response.
Thumbs up when the answer was accurate. It confirms the underlying document is doing its job.
Thumbs down when the answer was wrong or out of date. It flags the document for review, and on most teams it also opens a ticket so a person picks your question up.
That feedback is how your organization finds the questions its documentation does not answer yet, so the answers get better for everyone.
***
## Approvals
Some requests need someone to sign off before work starts, a budget request or an access request for example. If that is you, here is how it reaches you.
### How approval requests arrive
You always get a direct message from Ravenna with the ticket details and **Approve** and **Decline** buttons. That DM is sent whatever your notification settings say, so approvals do not get lost.
Depending on the ticket, you may also see:
| 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 notification | Your organization has pending-approval emails on |
If your organization requires identity verification for approvals, the buttons take you to Ravenna in a browser to confirm it is you before the decision is recorded.
### Your options
The request moves forward. The requester and the assignee are notified, and work continues.
The request stops. You can add a reason, and it is worth doing, because it tells the requester whether to resubmit with corrections or drop it.
There is no separate "need more info" button. Reply in the ticket thread or the DM to ask your question, and approve or decline once you have an answer. The request stays pending until you act.
Approvals block the request completely. Nothing happens on the ticket until every approver has decided, so a request left undecided is a colleague waiting.
***
## Summary
You can now:
* **Submit requests** through the Ravenna app, a public channel, the portal, or email
* **Track everything** you have filed from the Home tab or **My requests** in the portal
* **Get instant answers** from your company's knowledge, and flag the ones that are wrong
* **Rate resolutions** when the survey arrives
* **Handle approvals** from Slack, Teams, or the portal
A few habits that make it work better:
* Use a public channel when the question is not sensitive, so the answer helps the next person
* Give a thumbs down when an answer is wrong. Nobody finds out otherwise
* Decide approvals the day they arrive
**Need help with Ravenna itself?** Ask in the Messages tab, or file a request like any other.
## Related topics
- [User handbook](/guides/user-onboarding/handbook/quirky-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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