GitHub + FreshService Integrations
New integration: Freshservice
Full bidirectional ticket replication is now available for Freshservice. Tickets, comments, custom fields, and status changes sync automatically between Ravenna and Freshservice in real time via webhooks. Author attribution preserves who said what, workspace scoping routes tickets to the right channel, and private comments stay private across both systems.
Freshservice Solutions articles can also be synced as a knowledge source, giving your AI agent direct access to your internal support documentation.
New integration: Github
Connect your GitHub repositories as a knowledge source so your agent can answer questions using your existing documentation. Pick which repos to sync and Ravenna pulls in Markdown, text, and documentation files, keeps your folder structure intact, and stays up to date automatically as you push changes.
Business schedules
SLA targets can now follow your team's actual working hours. Define a business schedule with timezone, weekly hours, and holidays, then attach it to any SLA policy. Targets pause outside business hours and resume when your team is back online.
New cron trigger
The scheduled workflow trigger has been completely redesigned. Set up recurring workflows with standard cron expressions and pick from any timezone. No more guessing with UTC offsets or rigid dropdowns. Existing schedules migrate automatically.
MCP OAuth sign-in
Ravenna's MCP server now supports OAuth sign-in. Log in once and get access to all your workspaces and resources from a single session. No more managing API keys per workspace. Works with all popular MCP clients including Claude, ChatGPT, Cursor, and more.
Settings home
A new searchable landing page for settings. Browse all organization, workspace, and personal settings as visual cards, or search to jump straight to what you need. Especially helpful for new users or large teams with many configuration options.
Other updates
Sort tickets by custom fields lets you sort your ticket table by dates, numbers, text, or dropdowns. Perfect for managing onboarding timelines or tracking deadlines.
Personal view overrides let you customize filters and display options on shared views without affecting your teammates.
User groups for app owners and approvers lets you assign a team instead of a single person, so coverage continues when individuals are out.
Copilot conditional fields and form deletion lets you ask Copilot to create show/hide dependencies between fields, restrict picker options, or delete forms, all in natural language.
Agent form-link emails send the requester a direct link to a prefilled form in your portal when your agent needs a form filled during an email conversation.
Google Workspace domain override lets you provision new users on a secondary domain without changing your primary connection.
Slack bot channels in workflows means any channel where Ravenna is invited now appears in workflow action dropdowns, not just your designated request channels.
Search Users action lets you look up users by criteria and feed results into downstream steps like assigning tickets or sending emails.
Message Sent visibility filter lets you trigger workflows only on public replies or only on private notes.
JumpCloud Update Group lets you rename groups, update descriptions, or manage exemptions directly from workflows.
Application filters in workflows let you narrow application lookups by source, provisioning method, owner, or approver.
MCP permissions and workspace targeting ensures MCP access respects your workspace and org roles.
Arrow key ticket navigation lets you press ← / → to move between tickets without going back to the list.
Quality of life updates
Approval descriptions appear inline so you can review and act without opening a separate view.
Guest user navigation hides Command K and search for external guests.
Clearer tool policy labels in agent settings use full-contrast text for better readability.
Bug fixes
Forwarded emails now correctly identify the original sender instead of showing the forwarding service.
Column visibility and reorder changes on custom views now save and reset reliably.
SLA timeline events always show Ravenna branding regardless of custom agent names.
Slack form modals no longer fail when the agent prefills a multi-select field.
Application icons prefer high-quality domain logos over generic identity provider icons.
