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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.

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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.

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Types of requests you can submit

IT support

Software access, equipment requests, troubleshooting, and password resets

HR assistance

Onboarding questions, policy clarification, benefits, and form requests

Facilities

Office supplies, desk assignments, maintenance requests, and workspace needs

Operations

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.

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How to submit requests

Four front doors, all producing the same tracked ticket. Pick whichever is closest to hand.

Ravenna Slack app

Message Ravenna directly, or open its app home

Public support channels

Post in a shared team channel

The portal

A web page for forms and for tracking requests

Email

Email the address you already use

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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.

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App overview

Your dashboard: the teams you can file with, your open tickets, and anything waiting on your approval.

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Creating requests

Structured request. Fill in a form when you already know what you need.
1

Click Create a new ticket

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

Select a workspace

Choose the team or department that owns your request.
3

Choose a form

Pick the form that matches your need.
4

Fill in the details

Describe what you need clearly. Specifics get you resolved faster.
5

Submit

Your ticket is created and updates arrive in a dedicated thread.

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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.

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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.

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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.

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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.
1

Open the portal link

Sign in with your usual company account. There is no separate password.
2

Pick a request type

Choose from the featured options, or search the full list.
3

Or just ask

The portal has a chat box, and the assistant answers from your company’s knowledge before it creates a ticket.
4

Track everything

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.

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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.

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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.

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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.

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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.

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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:
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.

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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.

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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.
Last modified on September 17, 2026