Push-based identity verification in workflows
A new Verify Identity with Push action sends an Okta Verify push notification to a user and waits for their response. The action supports if/else branching so workflows can follow different paths depending on whether the user approves or denies. Require step-up verification before granting access to sensitive resources, confirming high-risk changes, or completing privileged operations.
Bulk actions with workflow loops
Workflows now support a Loop action that iterates through collections of items, executing contained actions for each one. Process lists of users, tickets, or other data returned by actions like Search Tickets or List Groups. Send a notification to every ticket in a set of search results, perform bulk updates on a group of users, or chain together multi-step operations across an entire collection.
Other updates
Parent ticket support in Update Ticket action lets you organize tickets into parent-child hierarchies programmatically through workflows → Learn more
Google Workspace Create User action now supports additional profile fields including department, job title, manager, organizational unit, and recovery contact info → Learn more
Google Workspace Get Group action returns an
isSuccessboolean for conditional branching and includes group owner and manager IDs → Learn moreGoogle Workspace Create Group action supports adding multiple owners when provisioning groups → Learn more
Google Workspace user sync now excludes suspended and archived users, keeping your Ravenna user directory aligned with your active roster → Learn more
Relative date scheduling in workflows
Workflows now support a Wait Until action that pauses execution until a specific date or a date relative to a target. Set an offset to trigger actions before or after key dates, so you can send a reminder five days before an onboarding start date or follow up a week after a license renewal. Combine Wait Until with existing workflow actions to build multi-step automations that run on your schedule, not just in response to events.
Conditional form fields
The form builder now supports conditional field visibility. Fields show or hide based on the value of another field, so requesters only see what is relevant to them. Nest dependent fields under parent fields, collapse groups to keep complex forms manageable, and rely on visibility rules that carry through from form filling to the ticket detail view. The result is cleaner forms that adapt as they are filled out.
Other updates
Knowledge gaps tab surfaces topics where your agents could not find an answer, so you can prioritize which articles to create next. Each gap includes frequency of occurrence and example conversations to help you assess impact → Learn more
Ticket automation status metric classifies resolved tickets as automated, automatable, or non-automatable. Use this to measure how much of your support volume Ravenna handles and identify opportunities to automate more → Learn more
Access levels tab gives each application a dedicated tab for managing access levels. Click any row to edit inline for faster configuration → Learn more
Quality of life updates
Auto-linked URLs in custom fields now detect and linkify bare URLs in text and textarea fields.
Thread reaction notices in Slack explain when emoji actions are used on thread replies and remind you to add to the channel message if needed
AI-powered assistance for everything in Ravenna
Copilot is an AI assistant built into the Ravenna web app that knows your workspace inside and out. It understands your tickets, workflows, knowledge base, and team configuration, so you can skip the clicking and just describe what you need.
Whether you're triaging a backlog, setting up a new automation, or tracking down a company policy, Copilot works alongside you in a single chat panel. No context-switching, no hunting through menus. Just tell it what you want and it handles the rest.
Manage tickets without the busywork
Search and filter tickets by status, priority, assignee, or keyword. Pull up ticket details, draft responses in context, summarize long conversation threads, and create or update tickets, all without leaving the chat. Copilot pulls in the right context automatically so you spend less time navigating and more time resolving.
Build automations in plain language
Describe the workflow you want and Copilot builds it, complete with triggers, conditions, approval steps, and branching logic. Need to edit an existing workflow or troubleshoot a failed run? Copilot already has context about the workflow's setup and history, so you can iterate without starting from scratch.
Configure agents, channels, and forms through conversation
Set up AI agents with custom rules and personalities, configure channels for ticket intake, and build forms with the right fields, all by describing what you need. Copilot knows your workspace structure, so it can suggest configurations that fit how your team already works.
Other updates
Real-time Slack status sync detects status changes instantly via Slack events instead of polling every 30 minutes. Your out of office status updates the moment you change your Slack status, so ticket routing and delegation respond immediately → Learn more
Custom display names for synced applications let you rename applications from identity providers like Okta, Google Workspace, and Microsoft Entra ID. Set a name that makes sense to your team while keeping the original integration name intact for syncing → Learn more
Add Followers workflow action now supports selecting from user groups, including groups synced from third-party integrations. Keep entire teams in the loop on relevant tickets without adding followers one by one → Learn more
Conversational form filling
Agents now collect form field values through natural conversation instead of presenting a static form. When a user submits a request that triggers a form, the agent asks for each field one at a time in chat and automatically submits the completed form. A configurable field threshold (default: 5 fields) controls when agents use conversational mode versus the standard form UI, so simple requests like password resets flow naturally while complex forms with many fields still present the full form.
Learn more about conversational form filling
User Lookup agent tool
A new User Lookup tool supports conversational collection by searching for users by name or email within your organization. When a requester references someone by name, the agent resolves the mention to a Ravenna user ID to populate user selection fields in forms.
Google Drive file transfers for offboarding
Google Workspace now includes a Transfer User Files workflow action for offboarding. Transfer Drive files and Calendar data between users with configurable scope options for private, shared, or all files. The action supports asynchronous processing and returns a transfer ID for tracking.
Learn more about Transfer User Files
Other updates
Organizations with SSO enabled now receive a direct login URL with a connection parameter for one-click access. Configure the URL in your identity provider's app portal for seamless access to Ravenna. Learn more about direct SSO login
Microsoft Entra ID now automatically syncs manager relationships from your directory, displaying them on user profiles for org hierarchy and approval routing. Learn more about Entra manager syncing
Workflow-sent email replies now bypass queue security settings, ensuring recipients can always respond to automated outreach. Learn more about email reply behavior
Quality of life updates
API key Last Used tracking for monitoring active usage and identifying stale keys.
Workspace description routing guidance for writing descriptions that improve intelligent routing.
Emoji reactions clarified to work on channel-level messages only.
Updated keyboard shortcuts for quick actions.
