Product Updates
Kevin Coleman
Co-Founder
5 minutes
At Ravenna, we're constantly innovating to bridge the gap between how employees prefer to work and how support is traditionally delivered. Our latest enhancement takes this commitment a step further: native file attachment capabilities that streamline the exchange of information between employees and support teams. This feature addresses a fundamental challenge in the modern enterprise service ecosystem - the ability to share contextual information seamlessly without switching between systems.
How It Works: Attachments Made Easy
Our new attachment feature brings intuitive file sharing directly into the support workflow, working exactly where your employees already communicate. Here's how this capability transforms information sharing between employees and support teams:
In Slack
Employees can now share attachments naturally within their Slack conversations. When an employee needs help with an issue that requires visual context - like a screenshot of an error message, a problematic document, or any other visual information - they can simply:
Send their request in Slack as they normally would
Attach any relevant files directly in the conversation
Continue the discussion without interruption
Ravenna automatically captures these attachments and associates them with the corresponding ticket in our web application. No need for employees to switch contexts, upload to separate systems, or take extra steps. They communicate as they always do, and the support team gets all the information they need.
In Ravenna
Support teams benefit from attachment handling in our web interface as well:
View attachments captured from Slack conversations immediately within tickets
Expand images for detailed inspection
Download attachments for local access or sharing with specialized teams
Delete attachments when they're no longer needed
Add new attachments directly to tickets when responding to employees
The feature also allows easy attachment integration into ticket descriptions, providing a complete picture of the issue right at the top of the ticket for quick reference.
Why This Matters for You
The introduction of native file attachments addresses several critical challenges that internal operations leaders face when managing internal service delivery:
Reduced Context Switching
Every time an employee needs to leave their primary work environment to provide information, productivity suffers. By capturing attachments directly from Slack, we eliminate this friction point, keeping employees in their flow while still providing support teams with the context they need.
Accelerated Problem Resolution
Visual information often communicates problems more effectively than text descriptions alone. A screenshot can instantly show what's wrong in a way that might take paragraphs to explain. With native attachment support, support teams gain immediate visual context, reducing back-and-forth communications and accelerating time to resolution.
Improved Documentation
Complete ticket documentation, including relevant files and images, creates a more valuable knowledge base for future reference. When similar issues arise, having visual references in past tickets helps support teams apply proven solutions more quickly and confidently.
Enhanced Employee Experience
The less effort required for employees to get help, the better their overall experience with internal services. Attachment capabilities that work where employees already are - in Slack - demonstrate respect for their time and preferences, contributing to higher satisfaction with support services.
What makes Ravenna different?
What makes our approach to attachments different is how it aligns with our core philosophy: enterprise service management needs complete reimagining for the modern workplace. While other solutions might treat chat platforms as just another communication channel bolted onto legacy ticketing systems, we've designed our solution natively for where work actually happens.
Our competitors often require employees to follow special processes or use dedicated portals to submit files with their requests. This creates friction that leads to workarounds, incomplete information, and ultimately slower resolution times. By contrast, Ravenna's attachment capabilities feel natural because they respect how people actually prefer to work.
Wrapping up
By making it effortless for employees to provide rich context for their support needs and for support teams to access that information, we're removing yet another point of friction in the service delivery process.
We believe that truly effective internal support shouldn't force employees to adapt to cumbersome systems. Instead, support should adapt to employees' natural workflows - and that includes the sharing of visual information and documents.
Ready to see how Ravenna can transform your support operations with AI-powered ITSM that meet employees where they work? Contact us today to learn more about our platform offering.
