How to automatically categorize and prioritize internal support requests using AI

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AI-powered internal support platform for teams

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Ravenna ai

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Ravenna is an AI-native internal support and IT Service Management platform that uses Slack as its primary interface. The platform enables conversational ticketing and smart categorization so employees can create, track and resolve tickets without leaving Slack.

AIITSMInternal SupportWorkflow AutomationSlack IntegrationProductivityBusiness SoftwareSaaSHelpdeskAutomation

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What to expect from an ideal product

1. Ravenna automatically sorts incoming support requests by topic and urgency level using machine learning, eliminating the need for manual ticket routing
2. The platform analyzes conversation patterns and keywords within Slack messages to instantly assign the right category and priority level to each request
3. Support teams can set up custom rules that teach Ravenna to recognize specific issue types and automatically flag high-priority tickets for immediate attention
4. The system learns from past ticket resolutions to improve its categorization accuracy over time, reducing misrouted requests and faster response times
5. Employees get instant feedback on their request status and estimated resolution time based on the AI's priority assessment, all without leaving their Slack workspace

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