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Quick Start

Serval provides AI-powered help desk support directly in Slack. Choose any of these methods to create a ticket and start a conversation with Serval:
  • /help Command
  • Message Shortcuts
  • Helpdesk Channels
Use from anywhere in SlackType /help followed by your request in any channel or DM:
/help I need access to the AWS production account
This works anywhere in Slack as long as Direct Messaging is enabled by your Serval administrators.
Each of these methods will create a ticket for your IT request and start a conversation with Serval to help resolve your issue.

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Having a Conversation with Serval

Once Serval responds to your ticket, you can have a natural conversation:

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What You Can Do

  • Ask follow-up questions: “What is the latest status of this request?”
  • Update status: “This is resolved now, thanks!”
  • Share files: Drag screenshots or logs directly into the thread
  • Mention teammates: Tag others if they need to be involved

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Keep It in the Thread

  • Reply in the same thread for follow-ups on the same topic
  • Serval remembers the full conversation context
  • Your support team can see what’s been discussed
If you mention another person, Serval will step back to allow for discussion. Tag @Serval so it knows to re-engage!

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Track Progress

Watch for emoji reactions on your messages:
  • ⏳ Serval is working on it
  • ✅ Successfully completed
  • ❌ Cancelled
Serval also updates the status in each Slack thread, and includes a ticket link so that you can see full details in the Serval web interface if needed.

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Tips for Best Results

Include key details right away: error messages, usernames, system names, what you’ve already tried.Example: “I’m getting ‘Invalid credentials’ when logging into the customer portal with john@company.com”
Create separate tickets for different problems. This helps tracking and makes it easier for your support team.
Keep all conversation about one issue in the same thread. Serval and your support team maintain full context this way.
No special commands needed - just explain your issue as you would to a colleague.

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Want to Learn More?

Comprehensive Guide to Slack

Complete reference for all interaction methods, thread management, workflows, and advanced features

Slack Integration Setup

For administrators: How to configure Slack channels, Team Inbox, and integration settings