Overview

Ravenna’s Workflow Builder enables you to create sophisticated automation workflows using a visual, drag-and-drop interface. Build business processes that respond to events and perform actions across your integrated systems without any coding required.

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What are Workflows?

Workflows are automated processes that connect triggers with actions. Think of them as “if this, then that” automation rules for your support operations. When something happens in your system (like a new ticket being created), workflows can automatically perform tasks in response (like assigning the ticket or sending a Slack notification).

The visual workflow builder makes it easy to design these automations by dragging and dropping components onto a canvas and connecting them together. Each workflow shows the flow of your automation from start to finish, making it simple to understand and modify.

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Key Components

Workflows consist of triggers that start the automation and actions that perform tasks. Triggers listen for events like ticket creation, status changes, or Slack interactions. When a trigger condition is met, the workflow executes its connected actions in sequence.

Actions can create or update tickets, send messages to Slack channels, manage user access in Okta, or integrate with external systems. Data flows between steps automatically, so information from the trigger (like a ticket’s priority or assignee) can be used in subsequent actions.

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Workflow Collections

Collections help you organize related workflows by team, department, or business process. Create hierarchical structures to group workflows logically, making them easier to find and manage as your automation grows. Each collection can have its own visual theme and access permissions.

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Workflow States

Workflows progress through different states during their lifecycle. Draft workflows can be edited and tested but won’t execute automatically. Publishing a workflow makes it active and ready to respond to triggers. Active workflows run automatically but cannot be edited. To make changes, you create a new version and replace the active workflow.

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Monitoring & Debugging

Every workflow execution is tracked with detailed logs showing what happened at each step. View real-time status, examine the data that flowed between steps, and debug any issues that occur. Performance metrics help you understand how your workflows are performing and identify optimization opportunities.