Unlock the goldmine of knowledge trapped in your public Slack channels. You can now add an entire Slack channel as a knowledge source. Ravenna will securely index the historical question-and-answer pairs from threads, making that collective wisdom instantly available to power its AI responses.

Automate your repetitive tasks with our new visual Workflow Builder. This powerful engine allows you to create custom automations based on triggers and actions.

• Visual, No-Code Interface: Drag and drop triggers (e.g., "Ticket Created") and actions (e.g., "Assign User") to build powerful workflows.
  
  
  

• Conditional Logic: Use filters to ensure workflows only run when specific conditions are met, such as a ticket having a "High" priority.
  
  
  

• External Integrations: Build workflows that interact with other systems. Initial support includes actions for Slack and Okta.
  
  
  

Managing your knowledge sources is now more intuitive with the introduction of Folders. Group documents from various sources (Google Drive, Notion, Coda) into logical folders, set automatic daily syncs to keep content fresh, and use the new chat panel to test AI responses against specific knowledge sets.

You can now add files and images directly to your Ravenna tickets. Attachments can be uploaded from your computer in the web app or captured automatically when a user shares a file in a ticket-related Slack thread. This is perfect for sharing screenshots and documents to provide better context.

This release is packed with features to make Ravenna smarter and more automated.

• AI-Powered Tags & Titles: Stop manually categorizing tickets. Ravenna's AI will now automatically generate a concise, human-readable title for new tickets and apply relevant tags based on the message content.
  
  
  

• AI Personality: Customize the tone and style of your AI assistant. Use the new Personality settings to define a custom prompt, adjust the response length, and control the use of emojis to match your company's culture.
  
  
  

• Slack Workflow Integration: Embed Ravenna's request forms directly into your Slack Workflows. This allows you to create pinned, easily accessible forms in any channel or canvas.
  
  
  

• Customizable Analytics Dashboards: Get deeper insights into your operations with our upgraded analytics. Build custom dashboards with metrics and time-series charts to slice and dice your ticket data by any attribute.
  
  
  

Automatically gather feedback on your team's performance. When a ticket is resolved, Ravenna can now send a Customer Satisfaction (CSAT) survey directly to the user's Slack DM, allowing them to rate the interaction and provide comments.

We’re excited to announce the launch of Approval Capabilities, making your ticketing workflows smoother. Here’s what’s new:

• Approval Tickets:

  - Create tickets requiring approvals for actions like website updates, access requests, or policy changes.

  - Add or modify approvers at any stage of the ticket lifecycle.
  
  

• Approval Notifications:

  - Approvers receive instant notifications in Slack DMs and email.

  - Notifications include ticket details with one-click options to approve or decline.
  
  

• Tracking & Reporting:

  - All approvals are timestamped and recorded in Ravenna for complete visibility.

  - Syncs automatically across Slack and the Ravenna dashboard.
  
  

We've enhanced our ticket filtering capabilities to give you more control. You can now filter tickets using date ranges (e.g., "created between Jan 1 and Jan 10") and use more specific operators for tags and other fields, such as "is not one of".

Users can now organize tickets by date fields (created, updated, due, or start) with granularities like day, week, month, or year, simplifying views for upcoming deadlines.

Users can now ‘snooze’ tickets until a specified date, temporarily hiding them from the queue. On the selected date, they’ll reappear, ensuring nothing important is missed.

Ravenna now supports creating tickets via email. Each queue can be assigned a dedicated email address, allowing incoming emails to generate tickets automatically. Customers can reply to emails directly via Ravenna; their responses are returned as replies to the original email.

Break down complex work and keep resources organized. You can now create sub-tickets from a parent ticket to delegate tasks. Additionally, you can add external URLs as "Ticket Links" to bookmark relevant resources like GitHub repos or design files directly on a ticket.

Connecting your knowledge bases is now easier and more secure. We've added OAuth support for Confluence, Google Drive, and Notion, allowing you to grant Ravenna access to specific documents with a single click, no API keys required.

Your Slack experience just got an upgrade. The new Home Tab in the Ravenna Slack app lets you view all your custom ticket lists without leaving Slack. Plus, when you @-mention a colleague in a ticket thread, they will now be automatically added as a follower in Ravenna.

Take control of your ticket lists. The new View Options menu allows you to switch between List, Table, and Kanban views, and group tickets by any attribute (like Priority or Status). You can also now select multiple tickets at once to perform Bulk Actions like changing status, priority, or assignee.