March 2026

Ravenna product updates from March 2026, including new features, platform improvements, integration releases, and notable bug fixes.

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March 30, 2026

AIAgentsWorkflows

Connect AI assistants to Ravenna with MCP

The Ravenna MCP server opens your workspace to AI assistants like Claude, Cursor, and VS Code through the Model Context Protocol. Manage tickets, look up users, configure access policies, and more from a single conversation instead of switching between tools.

Agents pick the single best matching rule

When multiple agent rules could apply, the agent now selects the single most specific match instead of trying to satisfy several at once. The result is more predictable, focused responses when rules overlap.

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Other updates:

• Group Lookup agent tool searches for user groups by name during conversational form filling

• User group workspace scoping enforces workspace-aware visibility for manually created groups in select fields

• Slack thread link as workflow variable passes a clickable Slack thread URL to webhooks and downstream steps

• Workflow triggers show a confirmation button by default when triggered without a form

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  Quality of life updates:

• Workflow step management supports deleting individual steps or entire branches, with keyboard shortcuts

• Workflow badge navigation opens the specific run in a new tab from ticket events

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March 23, 2026

WorkflowsIntegrations

Push-based identity verification in workflows

A new Verify Identity with Push action sends an Okta Verify push notification and waits for the user’s response. The action supports if/else branching so workflows follow different paths depending on whether the user approves or denies, for example requiring step-up verification before granting access to a sensitive resource.

Bulk actions with workflow loops

Workflows now support a Loop action that iterates through a collection, running contained actions for each item. Process lists of users, tickets, or other data returned by actions like Search Tickets or List Groups, then notify, update, or chain multi-step operations across the whole set.

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Other updates:

• Parent ticket support in Update Ticket organizes tickets into parent-child hierarchies through workflows

• Google Workspace Create User fields add department, job title, manager, organizational unit, and recovery contact info

• Google Workspace Get Group returns an isSuccess boolean and includes group owner and manager IDs

• Google Workspace user sync excludes suspended and archived users to match your active roster

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March 16, 2026

WorkflowsFormsKnowledgeAnalytics

Relative date scheduling in workflows

A new Wait Until action pauses execution until a specific date or a date relative to a target. Set an offset to trigger actions before or after key dates, for example a reminder five days before an onboarding start date or a follow-up a week after a renewal.

Conditional form fields

The form builder now supports conditional field visibility. Fields show or hide based on the value of another field, so requesters only see what is relevant. Nest dependent fields, collapse groups to keep complex forms manageable, and rely on visibility rules that carry through to the ticket detail view.

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Other updates:

• Knowledge gaps tab surfaces topics where agents could not find an answer, with frequency and example conversations

• Ticket automation status metric classifies resolved tickets as automated, automatable, or non-automatable

• Access levels tab gives each application a dedicated tab with click-to-edit configuration

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  Quality of life updates:

• Auto-linked URLs in custom fields detect and linkify bare URLs in text fields

• Slack thread reaction notices explain when emoji actions are used on thread replies

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March 9, 2026

CopilotPlatformWorkflows

AI-powered assistance for everything in Ravenna

Copilot is an AI assistant built into the Admin that knows your workspace. It understands your tickets, workflows, knowledge base, and team configuration, so you can describe what you need instead of clicking through menus. Whether you’re triaging a backlog, setting up an automation, or finding a company policy, Copilot works alongside you in a single chat panel.

Manage tickets, build automations, and configure your workspace by chat

Search and filter tickets, draft responses in context, and summarize long threads without leaving the chat. Describe a workflow and Copilot builds it with triggers, conditions, approvals, and branching, or edits an existing one using its history. Set up agents, channels, and forms by describing what you need, and Copilot suggests configurations that fit how your team works. Learn more about everyday tasks, building automations, and configuring your workspace.

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Other updates:

• Real-time Slack status sync detects status changes instantly via Slack events instead of polling every 30 minutes

• Custom display names for synced applications rename applications from identity providers while keeping the original integration name

• Add Followers from user groups keep entire teams in the loop on relevant tickets at once

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March 2, 2026

AgentsIntegrationsPlatform

Conversational form filling

Agents now collect form field values through natural conversation instead of presenting a static form. When a request triggers a form, the agent asks for each field one at a time in chat and submits the completed form automatically. A configurable field threshold (default: 5 fields) controls when agents use conversational mode versus the standard form UI, so simple requests flow naturally while complex forms still present the full UI.

Google Drive file transfers for offboarding

A new Transfer User Files workflow action moves Drive files and Calendar data between users during offboarding, with configurable scope for private, shared, or all files. The action runs asynchronously and returns a transfer ID for tracking.

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Other updates:

• User Lookup agent tool searches for users by name or email to populate user selection fields in forms

• Direct SSO login URL provides one-click access from an identity provider portal

• Microsoft Entra manager syncing displays manager relationships on user profiles automatically

• Workflow email replies bypass channel settings so recipients can always respond to automated outreach

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  Quality of life updates:

• API key Last Used tracking helps you identify stale keys

• Workspace description guidance helps you write descriptions that improve routing

• Emoji reactions are clarified to work on channel-level messages only