Introducing the Ravenna Request Agent

Your help desk is about to get a lot smarter.

We've heard directly from customers struggling in the same frustrating cycle: someone drops a question in Slack, it sits there while people figure out what they're actually asking for, then the request bounces between three different people before landing on the right desk. Sound familiar?

That's exactly why we built our Request Agent. It's live today, and it's going to change how your team handles incoming requests.

Here's What Actually Happens Now

Instead of playing "guess what the user wants," Ravenna immediately understands the intent and classifies each against the Request Types a user has configured. No ticket forms to fill out. No dropdown menus to navigate. No humans sitting there playing traffic cop.

For instance, when someone types "I need access to the marketing tools," Ravenna knows this is a software access request. It starts a quick conversation to grab the missing details (which tools, what level of access, timeline), then automatically creates a ticket for the request and then triggers the right workflow to resolve the request.

The result? Requests that used to take hours or even days can now be resolved in minutes.

The Problem We Solved

Forms are the 'go to' solution for a broad array or requests, but they are often incomplete, confusing, or just plain ignored. Your IT team is spending half their day figuring out whether "I can't get into the thing" means password reset, software access, or hardware replacement.

Request Classification eliminates this guesswork entirely. Ravenna reads the intent, asks the right follow-up questions, and routes everything appropriately. No more manual triage. No more "can you be more specific?" responses.

What This Means for Your Workflow Automation

Here's where it gets interesting. Pair Request Classification with Ravenna Workflows, and you can automate entire request categories from start to finish, like:

• Software provisioning happens automatically when someone mentions needing access to specific tools. 

• New hire onboarding kicks off the moment someone asks about setting up a new employee. 

• PTO requests route to the right approvers without anyone touching a form.

We're talking about true zero-touch resolution for your highest-volume requests. Not just automated responses, but actually autonomous help desk operations.

The Bottom Line

Request Classification is available to all Ravenna customers starting today. We've tested it with our customers and the results are consistent: faster resolution times, less manual work, and significantly happier end users.

Your help desk is about to get a lot more intelligent. Time to see what autonomous actually looks like.