Product Updates
Kevin Coleman
Co-Founder
5 minutes
When your employees need answers fast, having well-organized, easily accessible information makes all the difference. That's why we're excited to share our latest update: a comprehensive overhaul of how knowledge is managed within the Ravenna platform. This update introduces intuitive folder structures that streamline how you organize, update, and maintain your knowledge base - ultimately delivering better, faster answers to your employees right where they work.
The Knowledge Management Challenge
For IT leaders and heads of shared services at mid-market and enterprise companies, maintaining a robust knowledge base has traditionally meant juggling multiple platforms, dealing with information silos, and struggling with outdated content. When you're supporting thousands of employees across IT, HR, Finance, and Facilities, these challenges compound quickly.
Traditional enterprise service management systems often treat knowledge as an afterthought, making it difficult to keep information current across various sources. The result? Internal ops teams waste precious time searching for answers, and employees grow frustrated waiting for responses to questions that should be easily answerable.
How It Works: The New Folder Structure
Our latest update transforms how you manage knowledge within Ravenna with a familiar, intuitive folder system that works just like other services you already use, such as Google Drive.
Creating and Organizing Folders
With Ravenna's new folder system, you can:
Create custom folders with distinctive icons and colors for easy visual identification
Add documents from multiple knowledge sources into a single folder
Organize content logically by department, topic, or any structure that makes sense for your organization
Seamless Document Management
Once your folders are set up, managing documents becomes remarkably straightforward:
Add documents from any connected source - Whether it's Confluence, Notion, Coda, or Google Drive, you can pull documents from various platforms into a single folder
Add documents over time - Unlike our previous system, you're not limited to a one-time import - add new documents whenever needed
Move documents between folders with simple bulk actions
Remove irrelevant documents to keep your knowledge base lean and focused
Automatic Syncing
Knowledge is only valuable when it's current. That's why we've built powerful syncing capabilities:
Auto-sync settings let you determine how frequently your documents update (daily by default)
Manual sync options for when you need immediate updates
Sync status indicators show which documents are currently being processed
Intelligent syncing that respects deletions, ensuring removed documents stay removed
Why This Matters for Internal Ops Leaders
As an IT Director or head of shared services, you're likely facing increasing pressure to:
Reduce ticket volume and support costs
Improve employee satisfaction with faster service
Free up your team from repetitive questions
Keep knowledge accurate across multiple platforms
Our new folder structure addresses these challenges head-on by:
Centralizing Knowledge Management
By bringing together information from disparate systems into a unified folder structure, you eliminate the need to jump between platforms to update information. This centralization translates to more consistent answers for employees and less maintenance overhead for your team.
Improving Knowledge Accuracy
With automated syncing and the ability to easily add, remove, or reorganize documents, your knowledge base stays fresh with minimal effort. When employees ask questions in Slack, they get answers based on your most current information, not outdated documentation.
Enhancing Team Productivity
The intuitive interface means your team spends less time managing knowledge and more time on high-value activities. The straightforward structure makes it easy to onboard new team members to maintain your knowledge base, reducing dependence on specific individuals.
Delivering Better Employee Experiences
For employees seeking help, the underlying folder structure means faster, more relevant answers to their questions. They don't need to know which folder contains what information - they simply ask their question in Slack, and Ravenna's AI pulls from the appropriate documents automatically.
Beyond Traditional Knowledge Management
Traditional enterprise service management systems treat knowledge as static content that needs to be manually crafted and maintained. At Ravenna, we fundamentally disagree with this approach. We believe your existing documentation, properly organized and leveraged by AI, can transform how support is delivered.
This update reflects our belief that enterprise service management is fundamentally broken and needs complete reimagining for the modern workplace. Rather than forcing employees to adapt to outdated ticketing systems, we're bringing support to where they already work - in messaging platforms like Slack.
By designing a knowledge management system that works with your existing documentation and keeps itself updated, we're eliminating the artificial barriers between employees and the information they need to be productive.
Wrapping up
By making knowledge management intuitive, flexible, and powerful, we're helping IT and shared services leaders reduce ticket volume, improve employee satisfaction, and free their teams from repetitive work.
Ready to see how Ravenna's reimagined knowledge management can transform support in your organization? Contact us today for a personalized demo.
