The specific questions and workflows available to you depend on what your organization has configured. The examples below illustrate the types of requests you can make.
How Serval Works
When you ask for help, Serval’s AI assistant works to resolve your request:- Understands your question — Serval reads your message and determines what you need
- Searches for answers — Checks your company’s knowledge base and documentation and provides you with the proper answer or link to an article
- Automatically takes action — Executes automations for common requests
- Connects you to a human — Escalates to the right team member when needed, with full context
Ways to Get Help
Depending on how your organization has configured Serval, you can reach out through multiple channels. Your admin will tell you which of these channels are configured and how they are named.Chat Platforms
Message Serval directly in Slack or Microsoft Teams—either via DM, slash commands, or designated help channels
Send an email to your company’s support address
Web Portal
Go to app.serval.com, log in, and submit a ticket directly. Confirm with your IT admin that you can directly access the portal
Phone
Call your support line for voice-based assistance
Routing Your Request
If you know which team to contact: Either use the designated Slack/team channel provided by your admin, or select the appropriate team from the dropdown menu (e.g., IT, HR, Operations) in app.serval.com.
Submitting a Private Request
For sensitive requests—like salary questions, personal device issues, or HR matters—you have options to keep your conversation private:- Direct message the Serval bot in Slack or Teams for a one-on-one conversation
- Submit via the web portal at app.serval.com where only you and the support team can see it
- Email your support address directly
Viewing your tickets in app.serval.com
Private requests are only visible to you and the support team handling your ticket. Other employees in your workspace cannot see your conversation.
Using Serval in Slack
Learn about slash commands, message actions, @mentions, and other Slack-specific features
Viewing your tickets in app.serval.com
What You Can Ask
The questions you can ask depend on which channel or team you’re reaching out to. Here are common examples organized by team. This will differ across organizations:- IT Support
- HR / People Ops
- Operations / Facilities
Software & Access
- “I need access to [application name]”
- “How do I install [software]?”
- “I forgot my password”
- “Can I get access to the shared drive?”
- “I need a license for Figma/Notion/etc.”
- “My laptop is running slowly, can you help?”
- “I need to request a new monitor”
- “How do I connect to the office printer?”
- “My keyboard stopped working”
- “I can’t connect to VPN”
- “WiFi isn’t working in the office”
- “My email isn’t syncing”
- “Two-factor authentication isn’t working”
- “I think I clicked on a phishing link”
- “How do I report a suspicious email?”
- “I need to encrypt a file”
These are just examples. Your organization may have custom workflows for specific requests—just ask naturally, and Serval will guide you through the process!
Tips for Getting the Best Help
Be specific with your request
Be specific with your request
Include relevant details upfront. Instead of “I need access,” try “I need access to the AWS production account for the analytics project.”
Include context when helpful
Include context when helpful
Mention what you’ve already tried, any error messages you’re seeing, or deadlines that are relevant. This helps get you a faster resolution.
Ask one question at a time
Ask one question at a time
If you have multiple unrelated requests, submit them separately so each gets tracked and resolved properly.
Keep the conversation in one thread
Keep the conversation in one thread
Continue your conversation in the same thread. Serval remembers context from earlier messages.
Look for emoji reactions
Look for emoji reactions
Serval uses emojis to show status:
- ⏳ Working on your request
- ✅ Successfully completed
- ❌ Cancelled or unable to complete
What to Expect
Instant Answers
For common questions, Serval pulls answers directly from your company’s knowledge base. You’ll get a response in seconds with links to relevant documentation.Automated Workflows
For requests like access provisioning, software installation, or common IT tasks, Serval can handle the entire process automatically—including getting approvals if needed.Human Support
When Serval can’t resolve something automatically, it creates a ticket and routes it to the right team. You’ll be notified when a human agent picks up your request, and you can continue the conversation naturally.Even when a human takes over, everything stays in the same conversation thread. No need to repeat yourself!
Checking Your Request Status
You can check on your requests in several ways:- Ask Serval directly: “What’s the status of my access request?”
- Check your conversation thread: Status updates appear in your original conversation
- Web portal: If your company has enabled it, visit the Serval web portal to see all your tickets
Common Questions
Is my conversation private?
Is my conversation private?
When you DM Serval, your request is visible only to you and the support team handling it. Others cannot see your conversation.
How do I know if I'm talking to AI or a human?
How do I know if I'm talking to AI or a human?
Serval always identifies itself as an AI assistant. When a human agent joins the conversation, you’ll receive a notification letting you know.
Can I attach screenshots or files?
Can I attach screenshots or files?
Yes! You can attach images, screenshots, logs, or documents directly in your conversation with Serval.
What if Serval doesn't understand my question?
What if Serval doesn't understand my question?
Try rephrasing your request with more specific details. If Serval still can’t help, it will automatically escalate to a human agent.
Can I cancel a request?
Can I cancel a request?
Yes, just tag @Serval and say “cancel this request” or “never mind” in your conversation thread, and Serval will close the ticket.