Smarter workflows. Cleaner forms.
March 9, 2026
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
