Internal Ticket Management with Email

We're kicking off 2025 with a game-changing feature that many of our customers have been requesting: email integration for ticket management. This seemingly simple addition represents something much more significant—our commitment to meeting teams where they work while modernizing enterprise service management. In this post, I'll walk you through how this new capability bridges the gap between traditional email-based support and our AI-powered helpdesk solution.

The Challenge with Traditional Ticket Management

For years, IT and shared services teams have been trapped between two realities: employees prefer communicating through familiar channels like email and messaging platforms, while support teams need structured systems to track and manage requests. This disconnect has resulted in fragmented workflows, missed tickets, and frustration on both sides.

Many organizations have invested heavily in legacy ticketing systems but still rely on email as a primary intake channel. This forces teams to constantly switch between platforms, manually transfer information, and lose valuable context in the process.

How Our Email Integration Works

Our latest feature allows any Ravenna queue to function as an email inbox, seamlessly bringing email-based requests into our AI-powered workflow. Setting it up is straightforward:

1. Navigate to your queue settings

2. Toggle on "Allow inbound emails to be sent to this queue"

3. Receive a dedicated email address for your queue

4. Set up email forwarding from your customer-facing address (like help@yourcompany.com) to this dedicated inbox

Once configured, the magic happens automatically. When an employee sends an email to your support address:

• The email automatically creates a ticket in Ravenna with the subject line and content preserved

• Support agents can respond directly from within Ravenna

• All communications are threaded properly, maintaining the conversation history

• Responses are delivered back to the employee's email, creating a seamless experience

The result is a unified inbox that brings the intelligence of Ravenna to your existing email support workflow without disrupting how employees prefer to request help.

Why This Matters

This integration represents more than just another feature—it's an important capability that addresses several critical challenges:

Transition Without Disruption: For organizations looking to modernize their support operations, this creates a pathway that doesn't require changing how employees request help. You can gradually introduce new channels like Slack while still supporting traditional email requests.

Complete Visibility: With all requests flowing into a single system, you gain comprehensive analytics across channels. This eliminates blind spots and provides accurate insights into support volume, resolution times, and common issues.

Intelligent Triage: By bringing email requests into Ravenna, you can leverage our AI capabilities to automatically categorize, prioritize, and route requests—even those that come through email. This ensures consistent handling regardless of the channel.

Operational Efficiency: Support teams no longer need to monitor multiple platforms or manually transfer information between systems. This single interface for all requests dramatically reduces context switching and administrative overhead.

Beyond Email: A Unified Service Experience

While email integration is important, we see it as part of a larger transformation in enterprise service management. The future doesn't involve abandoning email entirely, but rather creating an ecosystem where:

• Employees can seek help through their preferred channels (Slack, email, etc.)

• AI handles routine questions and requests automatically across all these channels

• Support teams work from a single, unified platform

• Context and history are preserved regardless of how a conversation started

This approach aligns with our fundamental belief that enterprise service management needs complete reimagining. Rather than forcing new technologies into old frameworks, we're building a solution that adapts to how people actually work while leveraging AI to eliminate the repetitive tasks that drain support teams' time and energy.

Wrapping up

The addition of email integration to Ravenna's platform represents our ongoing commitment to building a solution that fits into your existing workflows while transforming them for greater efficiency. We recognize that digital transformation happens incrementally, and this feature allows you to begin that journey without disrupting critical support operations.

If you're an IT leader or shared services executive looking to modernize your support infrastructure while reducing ticket volume and improving employee satisfaction, we'd love to show you how Ravenna can help. Our approach combines the familiarity of traditional channels like email with the intelligence of AI to create a truly modern service experience.

Ready to see how Ravenna can transform your support operations? Contact us today for a personalized demonstration of our platform. Thanks!