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.
Out of office and ticket delegation
Ravenna now offers a dedicated user settings page where team members can configure their profile, assign delegates, and manage out of office status. Delegates receive ticket assignments and approvals on your behalf, and OOO status can sync automatically from Slack, so tickets are always routed to an available team member.
Learn more about user settings
On-call schedule routing with Incident.io
The Incident.io integration now supports on-call schedule routing, retrieving all users currently on-call for a specific schedule and matching them to Ravenna users by email. Use it to auto-assign tickets, notify on-call engineers, or build dynamic routing rules.
Learn more about Incident.io workflows
Smart ticket link names
Ticket links now auto-populate with page titles when you paste a URL. Ravenna fetches the page title from the linked site's metadata, or uses the ticket title for internal Ravenna links, saving you from manually typing link names.
Other updates
Iru Assign Blueprint workflow action for device configuration management.
Configurable sync intervals for Jira, Freshservice, and Linear integrations.
Google Workspace Get Group action now returns group manager IDs.
Quality of life updates
Workspace settings expanded with General section details, bot users, and Slack appearance tabs.
Notion linked database troubleshooting for knowledge sync errors.
Slack Create Ticket Thread action now creates or replaces request threads.
Category column and custom field grouping in table views.
Last week, Ravenna announced five major product launches as part of our Launch Week Winter 2026.
Ravenna Agents
Ravenna Agents resolve employee requests autonomously using natural-language rules, knowledge base integration, and multi-turn conversations across Slack and email. Agents can perform actions like resetting passwords, managing group memberships, and looking up device information without human intervention.
Learn more about Ravenna Agents
Ticketing integrations
New ticketing integrations with Jira Service Management, Freshservice, and Linear provide ticket replication with sync of comments, status, assignments, and resolutions. Teams can manage tickets in their preferred ITSM tool while keeping Ravenna as the central hub.
HRIS integrations
New HRIS integrations with BambooHR, HiBob, Workday, and Rippling bring employee context into Ravenna. Synced employee data enables personalized AI responses, intelligent ticket routing based on department or role, and time-off management through workflows.
MDM integrations
Jamf Pro, Fleet Device Management, and Iru integrations surface device diagnostics directly in tickets and enable automated device actions through workflows and agent tools. IT teams can check device health, retrieve encryption keys, and lock devices without leaving Ravenna.
Workflow templates
A library of pre-built workflow templates provides ready-made automations for common IT operations. Templates cover MFA resets, access requests, Slack channel management, and more. Deploy a template and customize it for your organization.
Other updates
Copilot provides AI assistance in the web interface for ticket summarization, response drafting, and knowledge chat
