- Send private DMs to a white-labeled help desk agent in Slack
- Submit issues through a web portal
- Send emails to create tickets
- Intelligently routes tickets
- References integrated knowledge bases
- Executes automations
- Escalates to human agents when necessary, ensuring transparency and accountability
Key Capabilities
AI Help Desk Agent & Intelligent Routing
- Understands natural language requests
- Routes to the appropriate team (IT, Security, HR, etc.)
- Executes automations when available
- Escalates to a human agent with full context if needed
AI Workflow Builder
- IT admins describe workflows in plain English
- Serval generates editable code with clear explanations for each step
- Automations can be version-controlled, approved, and modified via no-code steps or by editing the underlying TypeScript
Access Request Management
- Streamlines just-in-time and time-bound access
- Automates provisioning through SSO providers, direct API grants, or custom workflows
- Approval procedures and access policies enforce least-privilege principles
Integrations Framework
- Pre-built connectors for common apps (Slack, Google Workspace, GitHub, Jira, and more)
- Enable integrations in minutes using OAuth or API keys
- Custom integrations supported via Serval’s open API framework
Analytics & Insights
- Dashboards with metrics on:
- Request volume
- AI resolution rates
- Time-to-resolution
- SLA compliance
- CSAT scores
- AI-driven insights analyze historical ticket data to surface new automation opportunities and continuously improve service performance
Security & Compliance
- Role-based access controls
- Encryption in transit (TLS 1.3) and at rest (AES-256)
- Comprehensive audit logging
- SOC 2 Type II compliance
- Regular penetration testing
Deployment Options
- Fully managed, cloud-hosted service
- Self-hosted deployment in your private cloud
- Self-hosted model can be provisioned in hours using Terraform and Kubernetes for organizations needing complete control over their environment.