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Thinkific
How Thinkific automated employee support in Slack
From fragmented service desks to AI that gets work done. Thinkific gives its IT team more time for higher value work with Ravenna.
of requests triaged or handled by AI*
to launch Ravenna and see value
Kevin Vye
Senior Director of Security, Thinkific
Company
Thinkific
website
Industry
Learning Commerce
Started with
IT Support
Ravenna capabilities
About Thinkific
Thinkific gives creators and organizations a platform to sell learning products and deliver education to their customers.
Its remote workforce relies on cloud applications and support that fits into the working day.
The challenge
One team. Too many places to look.
Thinkific’s IT team keeps a remote workforce equipped with the devices and cloud applications they need to do their jobs. From broken devices to lost access, the team needs to resolve requests efficiently and make sure employees get the right tools and support when they need them.
Before Ravenna, those requests were spread across Asana, Jira, and Slack. The team lacked a single view of incoming work, while employees wanted to get help in the place they already used.
The solution
From answering questions to getting work done.
Ravenna gave Thinkific a shared view of requests and the ability to automate work in Slack. Foundry, Ravenna’s platform for building custom integrations and functions, gave the team a way to build those automations quickly and connect the systems they needed.
The first automation the team built was for Claude increase-limit requests. As Thinkific rolled out Claude across the company, employees began asking for more credits. During the proof of concept, the team used Ravenna to build an automation for those requests, with the goal of quickly handling the tickets and letting employees continue using AI without requiring the IT team to manually work through each request.
For Kevin, the speed at which the team could build the automation and see it solve tickets for employees was the “aha” moment. A recurring request that would have taken up IT's time could instead be handled through automation, freeing the team to focus on higher-value work.
The rollout
Live and delivering value within 30 days.
Thinkific began seeing value from Ravenna within a few weeks. Within 30 days, the platform was live and available to all users, replacing the team’s previous product.
Implementation was quick, with Ravenna working closely with Thinkific to connect the systems and build the automations the team needed. Kevin points to the Ravenna team’s attention to detail and ability to move quickly on issues as key to getting the platform up and running and delivering value so quickly.
The impact
Recurring work takes less of the team’s attention.
In the 30-day reporting window discussed during the interview, 88.7% of Thinkific’s requests were triaged or handled by AI. That figure includes requests escalated to the team after triage.
Kevin points to several areas where automation is helping:
Claude upgrades: Automating requests for higher usage limits as employees adopt AI.
Access requests: Taking recurring application access work off the team’s hands.
Onboarding: Helping the team deliver a better experience for new employees.
Offboarding: Automating tasks in the employee departure process.
Employees have responded positively, too. Kevin describes people chatting with the AI as they would with a colleague, asking for what they need in their own words. Support fits into their existing conversations in Slack.
What comes next
Start with IT. Bring the organization along.
Thinkific’s plan is to use Ravenna as a service management platform across the company. At the time of the interview, IT was live and security was moving onto the platform. People, finance, and engineering were next in the plan.
Kevin’s advice to other IT leaders is to begin with a small set of clearly documented use cases. Involve colleagues from other departments early, so they can see the value as the automations take shape.
That gives Thinkific a practical path to broader adoption: prove the value in work employees already need done, then build from there.
