Product Updates
Kevin Coleman
Co-Founder
5 minutes
At Ravenna, we're constantly innovating to help internal ops teams work smarter, not harder. Our latest features—sub-tickets and ticket links—represent a significant step forward in how support teams can organize, delegate, and track work. These enhancements were developed based on direct customer feedback and address common pain points experienced by IT, HR, Finance, and Facilities teams managing complex support workflows.
The Problem with Traditional Ticket Management
Before diving into our new features, let's consider the limitations of conventional ticket management systems. Traditional helpdesks treat every request as an isolated unit, failing to account for the complex, interconnected nature of workplace support issues. This approach forces teams to:
Create separate tickets for related issues, making it difficult to see the complete picture
Manually track relationships between tickets through notes or comments
Repeatedly navigate between tickets and external resources
Lose valuable context when delegating portions of a larger task
The result? Support teams waste precious time on administrative tasks rather than solving real problems for employees.
How It Works: Sub-Tickets
Sub-tickets allow ops leaders to break complex issues into manageable components while maintaining their relationship to the original request. This hierarchical approach brings clarity to multi-step problems that might involve several team members or departments.
Here's how sub-tickets work in Ravenna:
From any ticket view, you'll now see a dedicated "Sub-tickets" section
Click to add a new sub-ticket, providing a title, description, and assignee
The sub-ticket appears inline with the parent ticket in an expandable accordion view
Each sub-ticket can be tracked independently with its own status, while still remaining visually connected to the parent issue
Sub-tickets can even have their own sub-tickets, enabling multi-level work breakdown structures
This feature is particularly valuable for coordinating cross-functional responses. For example, an employee onboarding request might spawn sub-tickets for IT (device setup), HR (benefits enrollment), and Facilities (workspace preparation)—all managed within a single parent ticket.
How It Works: Ticket Links
The ticket links feature provides a dedicated space to associate external resources with your support tickets. This creates a centralized reference point for all relevant information without cluttering the ticket description or comments.
With ticket links:
Add links to external resources directly from the ticket view
Give each link a descriptive name for easy reference
Visually identify the source of each link through domain-based icons
Edit or remove links as needed throughout the ticket lifecycle
Ticket links eliminate the frustration of hunting through lengthy ticket threads for that critical SharePoint document, GitHub repository, or knowledge base article. Everything is organized in one accessible location.
Why This Matters for Internal Ops Leaders
These features address fundamental challenges that directly impact operational efficiency and team effectiveness:
Improved Accountability: Sub-tickets create clear ownership for each component of a complex request. As an ops leader, you gain visibility into who's responsible for what, with status tracking at both the individual and aggregate levels.
Enhanced Collaboration: By maintaining the relationship between parent tickets and sub-tasks, teams gain shared context while working on their specific assignments. This reduces miscommunication and ensures everyone understands how their work fits into the bigger picture.
Streamlined Workflows: Ticket links eliminate context switching between systems by creating a central hub of relevant resources. This seemingly simple feature can save your team substantial time over the course of a day.
Better Resource Allocation: Breaking down complex tickets into sub-components allows for more accurate time estimation and resource planning, helping ops leaders make informed decisions about team capacity.
Increased Transparency: Both features provide greater visibility into the actual work involved in addressing support requests, giving leadership more accurate insights into team workload and potential bottlenecks.
The Ravenna Difference
While other helpdesk platforms may offer similar functionality, Ravenna's implementation stands apart through its seamless integration into existing workflows. We built these features with a fundamental understanding that enterprise service management needs complete reimagining—not just incremental improvements to outdated models.
Unlike competitors who bolt automation onto legacy ticketing systems, we've designed these features to complement our AI-powered approach. The combination of intelligent automation for routine tasks and sophisticated organization tools for complex work represents the future of internal support.
Our perspective is simple: your teams should spend less time managing tickets and more time delivering value. Sub-tickets and ticket links are part of our broader vision to transform how internal service teams operate in the AI era—meeting employees where they work while giving support teams powerful tools to excel.
What's Next
These features represent just the beginning of our vision for connected support workflows. In upcoming releases, we'll be enhancing ticket links with live status updates from integrated external services, creating even more visibility across your tech stack.
Wrapping up
As IT teams face growing pressure to do more with less, tools that enhance organization, clarity, and efficiency become increasingly valuable. Sub-tickets and ticket links demonstrate our commitment to solving real operational challenges faced by IT, HR, Finance, and Facilities leaders.
If you're struggling with complex ticket management, cross-functional coordination, or simply want to eliminate the frustration of constantly switching between systems, we'd love to show you how Ravenna can help. Our AI-powered approach—now enhanced with these powerful organizational features—can transform your internal support operations.
Ready to see how these features could work for you? Contact us today for a personalized demo of Ravenna.
