Product Updates
Kevin Coleman
Co-Founder
6 minutes
Efficient internal support operations can make the difference between a smooth-running organization and one bogged down by delays and frustration. At Ravenna, we're constantly working to help you smarter, not harder. Our latest feature—automated ticket assignees—addresses a common pain point for IT, HR, Finance, and ops teams managing support requests through Slack.
The Challenge of Ticket Assignment
If you're leading an internal operations team, you know the drill: support requests come in through various channels, and somebody has to manually assign each ticket to the right person. This process is time-consuming, prone to errors, and can lead to significant delays in response times. For teams working in shifts or with on-call rotations, this manual assignment becomes even more cumbersome.
Traditional ticketing systems weren't built for the way modern teams work—especially those using communication platforms like Slack as their primary workspace. The disconnect between where employees ask for help and where support teams manage tickets creates unnecessary friction.
How Automated Assignees Work
Our new automated assignee feature eliminates the need for manual ticket assignment by automatically routing new tickets to designated team members. Here's how it works:
Simple Setup: Navigate to your queue settings and locate the "auto assignee" option
Designate Your Point Person: Select the team member who should receive all new tickets from that queue
Instant Assignment: When new tickets are created in Slack, they're automatically assigned to your designated person
This streamlined process ensures that every request has an owner from the moment it's created, eliminating the "who's handling this?" question that often delays response times.
For teams that work in shifts, we've added convenient "clock in" and "clock out" functionality directly in Slack:
Team members can type "RAV clock in" to assume responsibility as the assignee
When ending their shift, they can type "RAV clock out" to remove themselves as the assignee
The transition is seamless, with no disruption to ongoing support operations
Why This Matters
As an internal operations leader, you're constantly looking for ways to improve efficiency while maintaining or enhancing service quality. Here's why automated assignees can help:
Reduced Response Times: With instant assignment, tickets don't sit in a queue waiting for someone to take ownership. This leads to faster initial responses and shorter resolution times overall.
Clear Accountability: There's never a question about who's responsible for a request. This clarity eliminates dropped tickets and improves team coordination.
Simplified On-Call Management: For teams with rotating on-call duties, the ability to quickly transfer responsibility between shifts means smoother handoffs and fewer missed requests.
Employee Experience: Your internal customers (employees) get faster service without the frustration of waiting for someone to pick up their request.
Resource Optimization: Your support team spends less time on administrative tasks like ticket assignment and more time on actually solving problems.
Beyond Legacy Ticketing Systems
What makes our approach different from legacy solutions is that we've built our platform around how teams actually work today. While traditional ticketing systems like ServiceNow or Jira Service Management try to bolt automation onto outdated workflows, Ravenna was designed from the ground up to integrate seamlessly with the tools employees already use in an AI-first world.
Our automated assignee feature is a perfect example of this philosophy. Rather than forcing your team to constantly monitor a separate ticketing portal, we bring the functionality directly into Slack, where your team is already collaborating.
Wrapping up
The way we've handled internal support tickets hasn't fundamentally changed in decades, despite massive shifts in how teams communicate and collaborate. At Ravenna, we believe it's time for a complete reimagining of enterprise service management.
Automated assignees represent just one step in our mission to transform how internal support teams operate in the AI era. By eliminating manual ticket assignment, we're freeing your team to focus on what really matters: solving complex problems and providing exceptional service.
Ready to see how Ravenna can help your team reduce ticket volume, improve employee satisfaction, and work more efficiently? Contact us today to learn more about our AI-powered helpdesk.
