Serval is an AI-native IT service management (ITSM) platform designed to give modern teams superpowers. Using natural language, Serval automates help desk ticketing and routine IT tasks across Slack, email, and web portal, enabling faster resolutions and reducing ticket volume. With Serval, employees can:
  • Send private DMs to a white-labeled help desk agent in Slack
  • Submit issues through a web portal
  • Send emails to create tickets
The AI agent:
  • Intelligently routes tickets
  • References integrated knowledge bases
  • Executes automations
  • Escalates to human agents when necessary, ensuring transparency and accountability
The platform is available as a cloud-hosted service with an optional self-hosted deployment for customers who require full infrastructure control.

​
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

​
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.

​
Further Documentation

For further documentation outlining Serval’s Capabilities, reachout to us at docs@serval.com.