Ravenna Slack first help desk for internal operations

What is Ravenna?

Ravenna enhances internal support operations by integrating directly into platforms like Slack, where employees already collaborate. It addresses the inefficiencies of traditional enterprise service management by providing a modern help desk solution that leverages Artificial Intelligence. The platform facilitates turning direct messages or emails into trackable tickets, managing requests, and providing instant answers derived from existing knowledge bases.

Utilizing AI, the tool automates responses to common queries and assists in generating knowledge base content, freeing up support teams to handle more complex issues. It offers robust reporting features, providing insights into ticket trends, Service Level Agreement (SLA) compliance, customer satisfaction (CSAT), and the time saved through AI automation. This allows teams to monitor performance, measure ROI, and continuously improve the support experience for employees across various departments like IT, HR, and finance.

Features

Slack Integration: Enables ticket creation, management, and communication directly within Slack.
AI Automation: Provides AI-generated responses based on knowledge base content.
AI Knowledge Creation: Automatically generates knowledge base articles from support interactions.
Ticket Management: Converts Slack DMs and emails into trackable tickets with custom forms, statuses, and views.
Reporting & Analytics: Offers insights into ticket volumes, SLA performance, CSAT scores, and AI efficiency.
Integrations: Connects with existing knowledge sources like Coda, Notion, GitHub.
Customizable Workflows: Supports custom request types, statuses, tags, and personalized dashboard views.
Approvals in Slack: Allows ticket approvals directly within the Slack interface.