Ravenna
An AI-native ITSM that runs directly inside Slack, automatically handling internal service requests for IT, HR, and operations
What is it
Ravenna is an AI-native ITSM (IT service management) and internal help-desk tool whose biggest feature is running natively inside Slack. Employees don't have to jump to another system to open a ticket — they can raise IT, HR, or operations support requests right in the familiar Slack conversation, with AI helping automate handling and routing.
What problem it solves
Traditional internal help desks often require employees to log into a separate ticketing system and fill in many fields — a tedious experience that leads people to DM colleagues rather than open tickets, making it hard for IT and HR teams to track. Ravenna moves the help desk into Slack, returning requests to the communication tool employees use daily, while AI automatically reads, categorizes, and handles common requests, easing the support team's burden of repetitive answers. It's a great fit for companies that already use Slack heavily and want to reduce internal-support friction while automating IT and operations flows. It suits growing teams with high cross-department support volume.
Key Features
- AI-native ITSM and internal help desk
- Runs natively in Slack — no system switching
- Automated handling of IT support requests
- Covers internal-service scenarios like HR and operations
- AI helps route and handle common tickets
- A request method matching employees' daily communication habits
Pros
- Runs natively in Slack, so the barrier for employees to ask is extremely low
- AI auto-routes and handles requests, easing the support team's repetitive burden
- One tool covers IT, HR, and operations support together
Cons
- Heavily tied to Slack — non-Slack teams get little value
- Cross-department permissions and flows need proper planning for a smooth rollout
Use Cases
- Employees raising IT repair or account-access requests directly in Slack
- HR teams automating common internal queries like onboarding and leave
- Operations teams centrally managing and tracking cross-department internal service tickets
Editor's Note
For companies that use Slack heavily and want to reduce internal ticketing friction, Ravenna's native approach is clever.
FAQ
Does Ravenna require opening a separate system?
No — it runs natively inside Slack, so employees can raise support requests right in the conversation.
Is it only for IT support?
Besides IT, it also covers internal-service scenarios like HR and operations, making it a cross-department internal help desk.
What role does AI play in it?
AI helps read, categorize, and automatically handle common requests, easing the support team's repetitive work.
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