Product Updates
Kevin Coleman
Co-Founder
6 minutes
If you're leading an IT or operations team at a mid-sized or enterprise company, you know the pain of managing an endless stream of support tickets. Between deciphering vague request descriptions and manually tagging tickets for proper categorization, your team spends hours on administrative tasks instead of solving actual problems. At Ravenna, we believe enterprise service management is fundamentally broken and needs complete reimagining. That's why I'm excited to share two new AI-powered features we've just released that tackle these exact pain points: automatic ticket title generation and automatic ticket tagging.
What's New: Automatic Ticket & Tag Generation
We've developed two powerful AI capabilities that transform how your support team manages incoming requests:
Automatic Ticket Title Generation: When an employee submits a request through Slack, our AI instantly creates a concise, human-readable title that clearly identifies the nature of the request.
Automatic Ticket Tagging: Our AI analyzes the content of each request and automatically applies relevant tags, eliminating the need for manual categorization.
Both features seamlessly integrate with your existing ticketing system and reporting tools, allowing you to gain immediate insights without changing your workflow.
How It Works
The process is super simple:
When an employee sends a message in a Slack channel configured with Ravenna (for example, "I need access to Salesforce. Can someone help?"), several things happen automatically:
Ravenna acknowledges the request in real-time
A ticket is created with an AI-generated title (like "Salesforce Access Request")
Appropriate tags are automatically applied (such as "Salesforce Request")
The tagged ticket feeds directly into your analytics dashboard
There's no need for manual intervention – the system handles categorization instantly and accurately. This means your support team can focus on resolving the issue rather than spending time on administrative tasks.
Our AI can also suggest new tags based on emerging patterns in requests, helping you continuously refine your categorization system without manual oversight.
Why This Matters for IT Operations Leaders
As an IT operations leader, these automatic features deliver multiple strategic benefits:
Enhanced Productivity: Your support teams no longer waste valuable time on manual tagging and title creation. Instead, they can focus on solving complex problems that actually require human expertise.
Improved Reporting Accuracy: With consistent, AI-driven tagging, your reporting becomes more reliable and insightful. You'll get a clearer picture of support trends without the inconsistencies that come from manual categorization.
Data-Driven Decision Making: The automated tagging flows directly into your analytics dashboard, allowing you to track ticket categories over time. This gives you actionable insights about recurring issues, potential training needs, and resource allocation.
Better Employee Experience: When employees submit requests through familiar tools like Slack, and receive faster, more accurate responses, their satisfaction with internal services improves dramatically.
How Ravenna can help
While other helpdesk solutions like ServiceNow or Jira Service Management might offer some automation capabilities, they typically bolt these features onto legacy ticketing systems. At Ravenna, we've built our platform from the ground up with AI at its core, meeting employees where they already work – in messaging platforms like Slack.
Our approach isn't about minor efficiency tweaks to outdated systems. We're fundamentally reimagining how internal support should function in the modern workplace. By eliminating the gap between how employees prefer to work and how support is delivered, we're creating a more natural, efficient experience for everyone involved.
Conclusion
The days of manually tagging tickets and crafting titles are over. With Ravenna's AI-powered automatic title generation and tagging features, your support team can focus on what matters most: solving meaningful problems and supporting your organization's core mission.
We believe that AI should handle repetitive tasks while freeing human teams to focus on higher-level problem-solving. These new features represent another step in our journey to transform how internal service teams operate in the AI era.
Ready to see how Ravenna can revolutionize your support operations? Contact us for a personalized demo and discover how our AI-powered helpdesk can reduce ticket volume, improve employee satisfaction, and increase the efficiency of your support teams.
