Overview

Ravenna is an AI-powered helpdesk tool designed specifically for companies that wish to administer internal support to employees via Slack. It enables teams to meet on their commonly used platforms while the AI component of the tool manages heavier tasks and facilitates task flow.

Noteworthy features of Ravenna include out-of-the-box analytics and Slack integration. Ravenna is capable of transforming direct messages into support tickets.

This helps in efficiently managing and resolving support requests while keeping all relevant parties updated. Questions posed in the Slack workspace can be dealt swiftly with using the help desk, ensuring clarity in communication and assisting in expense management tasks.

The platform also includes functionalities for viewing and managing tickets, adding followers to tickets for synchronous updates, and integrating AI automation to improve helpdesk operations.

A unique feature of Ravenna is its utilization of knowledge base content to suggest solutions, providing faster responses to common issues.

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Initial release

March 5, 2025

Ernest Tavares

wrote:

Initial release of Ravenna.

Ernest Tavares

@ernesttavares

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Joined: March 2025

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Comments(1)

yuesheng zheng

🙏 76 karma

Mar 6, 2025

@ initial release

Rated it

@Ravenna

look nice! I still explore more on this platform, and this tool is the first and the best one I have even used!

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Pros and Cons

Pros

Internal support specialization

Slack integration

Transforms direct messages into tickets

Ticket management functionality

Synchronous updates for stakeholders

Operational improvements via automation

Knowledge base content utilization

Faster responses to common problems

Expense management assistance

Out-of-the-box analytics

Workflow optimization

Improves communication clarity

Collaborative workspace

Enabled meeting on common platforms

Email-Inbox conversion to tickets

Custom request forms

Custom ticket views

Tickets can be labeled

Real-time notifications feature

Ravenna REST API

Approve tickets from Slack

Integrated with other applications

CSAT Score metrics

Performance against SLA metrics

Powerful insights on help desk performance

Allows team members subscription to specific tickets

Personalized dashboard layouts

Forms and statuses for common requests

Searchable keywords for organizing tickets

Customizable alerts for ticket updates, assignments, due dates

Add approvers to tickets directly from Slack

Delivering exceptional service in real-time collaboration tools

Existing stack knowledge integration

Performance against SLA commitments insights

Trackable tickets from incoming emails

Invite teammates to support

Response ticket status updates

View 32 more pros

Cons

Only works with Slack

No non-Slack communication

Depends on existing knowledge base

Limited integration options

Relies on direct messages

No non-Slack ticket creation

No mobile app mentioned

Limited customization features

Aimed only at internal support

No multilingual support

View 5 more cons

Q&A

What is Ravenna?

Ravenna is an AI-powered helpdesk tool dedicated to providing internal support to companies via Slack. It permits teams to collaborate on their common platforms, with its AI component managing more significant tasks and facilitating task flow. Offerings of Ravenna encompass Slack integration and out-of-the-box analytics among other features.

How does Ravenna work with Slack?

Ravenna is tightly integrated with Slack. It enables employees of a company to interact on familiar platforms while the AI aspect of Ravenna handles more complex tasks. This seamless Slack integration ensures efficacious management and resolution of support requests, maintaining transparency through all relevant updates in real-time.

Can Ravenna turn direct messages into support tickets?

Yes, Ravenna is equipped to transform direct messages into support tickets. This feature allows the tool to effectively manage and resolve support requests while simultaneously keeping all relevant parties up-to-date.

What is AI automation in Ravenna?

AI automation in Ravenna is designed to enhance helpdesk operations. It leverages knowledge base content to suggest solutions, significantly speeding up responses to common issues. This potent mix of AI and automation within Ravenna delivers more proficiency in managing and mitigating support tickets.

How does Ravenna use its knowledge base to suggest solutions?

Ravenna's knowledge base is effectively leveraged to suggest prompt solutions to common issues. The AI automatically identifies commonalities in issues and uses this information extracted from the knowledge base to provide faster, efficient responses, significantly reducing support resolution time.

What kind of analytics does Ravenna provide?

Ravenna offers out-of-the-box analytics, providing powerful insights to elevate help desk performance. It enables thorough understanding of SLA commitments, tracks normally overlooked metrics like AI Resolved Tickets and the time savings owing to AI, and monitors Customer Satisfaction Score (CSAT) to ensure excellent service delivery.

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How can Ravenna help with task flow management?

Ravenna has the ability to manage task flow efficiently, enabled by its AI components. It does so by automating repetitive and complex tasks, freeing up teams to focus on more significant problems and improving the overall operational efficiency.

Can Ravenna help with managing followers on tickets?

Yes, Ravenna facilitates managing followers on tickets. It allows adding followers to support tickets for synchronous updates, ensuring that all relevant stakeholders remain informed about the ticket's progress in real-time.

How can Ravenna assist with expense management?

Ravenna can assist with expense management tasks as part of its suite of functionalities. Specific features such as personalizing expense reports, tracking company card expenses, and managing personal reimbursements are possible through the platform.

What makes Ravenna different from other helpdesk tools?

Ravenna stands apart from other helpdesk tools due to its real-time integration with Slack, AI-driven automation, and the ability to convert direct message interactions into support tickets. Its use of a knowledge base to rapidly suggest solutions and the in-built features for task management and expense report management also make it a unique solution in the helpdesk category.

Can Ravenna aid in improving helpdesk operations?

Ravenna integrates AI automation to improve helpdesk operations by automating repetitive and heavier tasks. It boosts the speed of responses to common issues through AI-enhanced solutions based on existing knowledge base content, improving the overall efficiency and performance of a helpdesk.

Is there a demo for Ravenna available?

Yes, a demo for Ravenna is available. Potential customers can book a demo to explore and understand the functionalities and capabilities of Ravenna more thoroughly.

What platforms is Ravenna compatible with?

Ravenna is primarily designed for seamless integration with Slack. That said, it can operate with other platforms that support helpdesk operations too. However, the specifics about compatibility with other platforms rest on their website.

How does Ravenna ensure faster responses to common issues?

Ravenna ensures faster responses to common issues via its AI automation feature. Leveraging existing knowledge base content, the AI is able to suggest solutions to recurring issues. This reduces the time taken to respond to and resolve these issues, enhancing the overall performance of the helpdesk.

What kind of support can Ravenna provide to employees?

Ravenna provides extensive internal support to employees by streamlining their commonly-used platforms. It addresses and resolves support requests swiftly, enhancing clarity and efficiency in communication.

Does Ravenna offer any collaborative tools for teams?

Yes, Ravenna indeed provides collaborative tools for teams. By enabling teams to meet on their commonly-used platforms and integrating with Slack to effectively manage tasks, Ravenna boosts team collaboration. Its features such as adding followers to tickets for real-time updates further foster collaboration.

How does Ravenna handle support request management?

Ravenna effectively manages support request management by transforming direct messages into support tickets. It keeps all relevant stakeholders updated about the progress of the issue resolution, while the help desk ensure quick identification and management of these support requests.

Can I integrate other tools with Ravenna?

Yes, Ravenna allows integrations with other tools to extend its functionality. While specific integrations may depend on the other tools' compatibility, Ravenna's robust platform and REST API afford enterprises the flexibility to connect with various other tools as per their requirements.

What's a unique feature of Ravenna?

A unique feature of Ravenna is its proficiency to transform direct messages into support tickets, thus ensuring efficient managing and resolving of support requests. Another unique characteristic is its use of a knowledge base for suggesting solutions, which leads to faster responses to common issues.

Does Ravenna have a feature to view and manage tickets?

Yes, Ravenna does have a feature to view and manage tickets. It not only allows the transformation of direct messages into support tickets but also facilitates viewing and managing these tickets efficiently. The platform helps keep all relevant parties informed about the progress and ensures swift resolution of the same.

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Ernest Tavares

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