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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 are the fastest way to do that. Keep the jokes or lose them, it is your handbook now.

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What’s Ravenna?

Your organization just retired the era of submitting a request into the void and praying to the IT gods for a response. Forget about ‘em. Ravenna lives where you already work: Slack, Microsoft Teams, a web page, or plain old email. Ask for something, and an AI assistant tries to solve it on the spot. If it needs a human, it becomes a real tracked ticket instead of a message someone will definitely get to later. No more “have you tried turning it off and on again?” email marathons. No more wondering whether your request fell into a digital vortex. And no judgment for asking how the office printer works for the fifth time. Or is it the sixth.
On Microsoft Teams rather than Slack? Same deal, different app. Post in your connected Teams channel or @-mention Ravenna and it takes it from there. Two catches: private chats with the bot aren’t a thing yet, so use the channel, and Teams won’t send you satisfaction surveys. Approvals do land in your Teams chat, so you can’t escape those.

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What can you get help with?

IT support

Software access, equipment requests, troubleshooting, and yes, password resets

HR assistance

Onboarding questions, policy clarification, benefits, and “which form do I need?” mysteries

Facilities

Office supplies, desk assignments, maintenance requests, and the eternal quest for more monitor space

Operations

Process questions, vendor requests, compliance support, and “how do we actually do this?” moments
Reality check: which teams and forms you see depends on how your organization set things up. Not sure where something belongs? Ask Ravenna. Guessing is optional.

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Opening requests

So you need help. Four front doors, all leading to the same tracked ticket. Take whichever is nearest.

Ravenna Slack app

Your personal help desk, right in the Slack sidebar

Public support channels

The traditional route, with modern conveniences

The portal

An actual web page, for when Slack isn’t your thing

Email

For the traditionalists. Nobody is judging

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Ravenna Slack app

Think of this as help desk headquarters.
  1. Look for Ravenna in your Slack sidebar. Slack files AI apps under Agents now, so start there, then try 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 DM
Pin Ravenna to the agent picker in the top right of Slack and it follows you around the app. In a helpful way.

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App overview

Mission control. Every team you can file with, your open tickets, and anything waiting on your approval. All in one place, because who has time to hunt around?

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Actually getting help

For the button-clickers. There’s a big obvious button. Click the big obvious button.
1

Click Create a new ticket

Open the Ravenna app home tab and hit the Create a new ticket button.
2

Select a workspace

Pick the team most likely to know what you’re talking about.
3

Choose a form

Whichever one matches your problem.
4

Fill in the details

Be specific. Service desk heroes love a helpful detail.
5

Submit

Your ticket exists, and updates land in a dedicated thread.

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Public support channels

Sometimes it’s nice to ask where everyone can see the answer. Your coworkers will thank you when they have the same question three months from now, and Ravenna learns from the thread too.

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Finding your support channels (the treasure hunt)

Look for channels like these. Your organization might name them differently, but you get the idea:
  • #ask-it for IT requests
  • #ask-hr for HR questions
  • #facilities for office requests
  • #support for general “help me” moments
Pro tip: not sure which channels exist? Ask Ravenna in the Messages tab what’s open for business. It knows things. Plot twist: even where Ravenna is sitting in a public channel, you can still file privately through the Slack app instead. Entirely your call.

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Submitting requests in channels

Type your request in the channel. Be clear about what you need.
Ravenna does its thing. Look for a 🎫 emoji reaction on your message or an acknowledgment in the thread. Every organization configures this differently, so yours may look slightly different, but the gist holds.
Ravenna has impeccable Slack etiquette: the back and forth stays in the message thread. The ticket also shows up in the Home tab, with a link back to the public thread.

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The portal

If you don’t live in Slack, or you’re filling in something long enough to deserve a proper form, the portal is where you want to be. Your company will hand you the link.
1

Open the link

Sign in with your normal company account. No new password to forget.
2

Pick a request type

From the featured tiles, or dig through the full list if yours isn’t there.
3

Or just type your question

There’s a chat box. The assistant checks your company’s knowledge first, so you might get your answer before a ticket even exists.
4

Check My requests

Everything you’ve ever filed, including the things you filed in Slack.
Watch your inbox. The portal doesn’t have its own notification bell, so replies land in your email.

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Email

Email your team’s usual address, write your request like a normal person, hit send. No special formatting required. The only difference is that behind the scenes Ravenna is now organizing everything and making sure nothing falls through the cracks. From your side, it’s business as usual. Your email tickets also appear in the Ravenna Slack app, so if you ever join the Slack revolution your history is waiting for you.

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Rating a resolution

When your ticket gets marked done, you might get a short 5-star survey in Slack. One click, plus a comment box if you have opinions. Have opinions. Your support team reads these to work out which request types are going badly, and a low rating with one sentence of context is far more useful than quietly seething.
Surveys are switched on per support channel, so not every ticket gets one. They’re Slack only, so no surveys in Microsoft Teams.

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Training your digital coworker

When Ravenna answers using your company’s knowledge, you might see thumbs up and thumbs down buttons under the response. This is where you get to be useful.
Hit thumbs up when the AI nails it. It confirms the underlying document is pulling its weight.
Thumbs down when it misses or serves you something out of date. That flags the document for review, and on most teams it also opens a ticket so an actual human picks your question up. Two birds, one stone.
The more people use those buttons, the faster your organization finds the questions its documentation never answered in the first place.

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Approvals

Sometimes you’re not the one asking for help. You’re the one who gets to say “yes” or “nah, try again.” Budget requests, new access, the good stuff.

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How approval requests find you

Ravenna sends you a direct message with the ticket details and Approve and Decline buttons. That DM goes out no matter what your notification settings say, so approvals don’t get to quietly die in a muted channel. Depending on the ticket, you might also get:
If your organization requires identity verification on approvals, the buttons send you to Ravenna in a browser to prove you’re you first. Mildly annoying, considerably more secure.

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Your options

The request moves forward, the requester and the assignee get notified, and work carries on.
Sometimes you have to say no. Add a reason, so the requester knows whether to fix it and resubmit or let it go.
There’s no “need more info” button. Just reply in the thread or the DM with your question, then approve or decline once you know. It stays pending until you act, so nothing happens by accident. Yes, “why do you need access to the executive bathroom?” counts as a question.
Don’t let approvals sit forever. Nothing moves on that ticket until every approver has decided. That request for office plants isn’t going to approve itself, and somebody is waiting on you.

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Wrapping up

You have officially mastered getting help at this company. You can now confidently:
  • Submit requests through the Ravenna app, a public channel, the portal, or good old email
  • Track your tickets without losing them in a thread from three weeks ago
  • Get instant answers from the knowledge base, and flag the ones that are wrong
  • Rate resolutions when the survey shows up
  • Handle approvals like the decision-making champion you are

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The bottom line

Ravenna isn’t another corporate tool to learn. It’s there so nothing you ask for gets lost. It works best when everyone actually uses it, so don’t be shy about posting in public channels, and don’t skip the thumbs up and thumbs down.
Still confused about something? Ask Ravenna in the Messages tab. If it can’t help, it’ll open a ticket and a real person will.
Now go forth and request support with confidence.
Last modified on September 17, 2026