Product Updates
Kevin Coleman
Co-Founder
5 minutes
If you're an IT leader or head of shared services, you know the frustration of managing thousands of support tickets across multiple departments. While employees want instant help where they already work (like Slack), traditional ticketing systems force them into clunky portals and endless email chains. At Ravenna, we're bridging this gap with our AI-powered help desk that integrates directly with the tools your employees already use. Today, I'm excited to share how our new integration with the Slack Assistants API and Slack Assistants panel is transforming the support experience.
What the Slack Assistant Panel Integration Offers
Our latest integration with the Slack Assistants panel creates a seamless, intuitive experience for employees seeking help. No more switching between apps or filling out complex ticket forms. Instead, employees can simply open the Slack Assistants panel, select the Ravenna Assistant, and get immediate answers to their questions without leaving their workflow.
This integration represents our core belief that enterprise service management needs complete reimagining for the modern workplace. The current gap between how employees prefer to work (in messaging platforms) versus how support is delivered (through outdated ticketing systems) isn't just inconvenient—it's wasteful and frustrating.
How It Works
The Ravenna Assistant in Slack delivers help through a simple, conversational interface. Here's what happens behind the scenes:
When an employee asks a question in the Slack Assistants panel, Ravenna instantly responds based on three knowledge sources:
Pre-loaded company knowledge
Information that has been previously added to the system
Answers that have already been provided in Slack conversations
For example, when asked about the holiday schedule, Ravenna not only provides the information but also intelligently asks for clarification when needed. In our demonstration, Ravenna recognized that our company has employees in both the US and Canada, so it asked which country's schedule was needed before providing the appropriate answer.
Importantly, Ravenna doesn't just provide answers—it includes links to source documents, giving employees confidence that they're receiving accurate, up-to-date information. When an employee asks about time off policies, the assistant provides the answer along with direct links to relevant documentation and the appropriate system for submitting requests.
But what happens when Ravenna doesn't know the answer? This is where we go beyond simple AI chatbots. If Ravenna can't answer a question, it offers to create a ticket and get a human involved. The ticket is automatically routed to a triage channel where internal operations team members can assign, manage, and resolve the issue—all within Slack. The employee receives updates on their request directly in the Assistant panel, maintaining a seamless experience throughout.
Why This Matters for Internal Ops Leaders
For IT Directors, CIOs, and heads of shared services, this integration delivers several critical benefits:
Reduced Ticket Volume: When employees get instant answers to common questions, ticket volume drops dramatically. Our customers typically see 40-60% fewer tickets after implementing Ravenna.
Improved Employee Experience: No more waiting days for simple answers. Employees get instant support where they already work, eliminating friction and frustration.
Enhanced Knowledge Management: Every interaction with Ravenna becomes an opportunity to strengthen your knowledge base. As agents answer questions, that information becomes available for future AI responses.
Resource Optimization: Your highly skilled IT, HR, and Finance professionals can focus on strategic initiatives instead of answering the same questions repeatedly. Let AI handle the repetitive work while your team tackles complex challenges.
Measurable ROI: With reduced ticket volume and faster resolution times, you can quantify the hours saved and demonstrate clear return on investment to leadership.
What makes Ravenna different?
While platforms like ServiceNow, Jira Service Management, and Freshservice attempt to bolt on AI capabilities to their legacy systems, Ravenna was built from the ground up with AI at its core. We don't believe in patching outdated ticketing systems—we're reimagining how internal support should work in the AI era.
Our integration with the Slack Assistants panel exemplifies this approach. Instead of forcing employees to adapt to support tools, we're bringing support to where employees already work. This fundamental shift in approach delivers more than just convenience—it transforms the entire support experience for both employees and service teams.
Wrapping up
The gap between modern workplace communication and traditional support systems has grown too wide to ignore. As an IT or operations leader, you have a unique opportunity to pioneer a more efficient, employee-centric approach to internal support.
Ravenna's integration with the Slack Assistants panel represents the future of employee support—intelligent, contextual help that meets employees where they already work. By eliminating the friction of traditional ticketing systems and leveraging AI to handle repetitive requests, you can transform your support function from a bottleneck to a business enabler.
Ready to see how Ravenna can revolutionize support for your organization? Contact us today for a personalized demo and discover how our AI-powered help desk can reduce ticket volume, improve employee satisfaction, and free your IT teams to focus on what matters most.
