Playbooks

Outcome-shaped playbooks for the teams that run Ravenna: IT, HR and People, Finance, Legal, Security, and RevOps, plus the cross-team setups every desk needs.

Day one is the first playbook, and it gets one desk live. The rest take it from there: each one is a complete setup for a real team, written as a sequence of decisions rather than a feature tour.

Pick the department you are launching. If you are launching two, do them one at a time, a week apart.

By department

IT

Help desk, software access, and device lifecycle.

HR and People

A private-by-default desk, onboarding, and offboarding.

Finance

Purchase approvals, expenses, and vendor invoices.

Legal

Contract review and policy questions.

Security

Incident intake and access reviews.

RevOps and Sales Ops

Deal desk and go-to-market tooling.

Cross-team setups

These are not owned by one department. Every desk reaches for them eventually, so they live on their own.

Approval flows

Templates, rounds, and dynamic approvers.

Launch the Portal

A web entry point for people who are not in Slack.

Email support

Point an existing shared inbox at a channel.

SLAs and business hours

Response targets measured against a real working week.

Reporting and briefs

Dashboards, CSAT, and a weekly brief in Slack.

What every playbook assumes

Each one opens with its own prerequisites, but they all share these:

• One workspace per team, not per topic. A workspace is where a team’s channels, forms, categories, and members live.
• A finished Day one track for at least one desk, so you have seen the pieces fit together once.
• Someone who owns the desk. Playbooks describe setups, not staffing, and an unowned desk goes stale in a month.

Learn more about how workspaces map to teams

Choosing your first department

If you are still deciding, the usual order is IT, then HR, then everyone else. IT has the highest volume of repetitive, documented requests, which is exactly what the agent is good at, and it gives you an internal reference customer before you ask a more sensitive team to trust the tool.

Start elsewhere when the pain is obviously elsewhere. A Finance team drowning in purchase approvals over email will get more out of week one than an IT team that already has a functioning process.