> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# End User Guide

> Your complete guide to getting help through Serval on day one and beyond

Welcome to Serval! This guide shows you how to get help from your company's support teams using Serval—an AI-powered help desk that makes getting assistance fast and easy.

<Info>
  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.
</Info>

***

## How Serval Works

When you ask for help, Serval's AI assistant works to resolve your request:

1. **Understands your question** — Serval reads your message and determines what you need
2. **Searches for answers** — Checks your company's knowledge base and documentation and provides you with the proper answer or link to an article
3. **Automatically takes action** — Executes automations for common requests
4. **Connects you to a human** — Escalates to the right team member when needed, with full context

You'll always know what's happening—Serval keeps you informed throughout the process and tells you when a human takes over.

***

## 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.

<CardGroup cols={2}>
  <Card title="Chat Platforms" icon="comments">
    Message Serval directly in Slack or Microsoft Teams—either via DM, slash commands, or designated help channels
  </Card>

  <Card title="Email" icon="envelope">
    Send an email to your company's support address
  </Card>

  <Card title="Web Portal" icon="browser">
    Go to [app.serval.com](https://app.serval.com), log in, and submit a ticket directly. Confirm with your IT admin that you can directly access the portal
  </Card>
</CardGroup>

Your admin will let you know which channels are available at your organization.

### 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.

**If you're not sure:** Just send your message via DM to Serval, relevant email, or [app.serval.com](https://app.serval.com)—Serval will automatically route your request to the right team based on your question.

### 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](https://app.serval.com) where only you and the support team can see it
* **Email** your support address directly

<Info>
  Private requests are only visible to you and the support team handling your ticket. Other employees in your workspace cannot see your conversation.
</Info>

<Card title="Using Serval in Slack" icon="slack" href="/sections/documentation/helpdesk/interacting-with-serval-in-slack">
  Learn about slash commands, message actions, @mentions, and other Slack-specific features
</Card>

***

## 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:

<Tabs>
  <Tab title="IT Support">
    **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."

    **Equipment & Devices**

    * "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"

    **Connectivity & Troubleshooting**

    * "I can't connect to VPN"
    * "WiFi isn't working in the office"
    * "My email isn't syncing"
    * "Two-factor authentication isn't working"

    **Security**

    * "I think I clicked on a phishing link"
    * "How do I report a suspicious email?"
    * "I need to encrypt a file"
  </Tab>

  <Tab title="HR / People Ops">
    **Benefits & Compensation**

    * "Where can I find information about health benefits?"
    * "How do I update my direct deposit?"
    * "When is open enrollment?"
    * "How do I access my pay stubs?"

    **Time Off & Leave**

    * "How do I request PTO?"
    * "What's the parental leave policy?"
    * "How many sick days do I have left?"
    * "How do I request a leave of absence?"

    **Policies & Documents**

    * "Where's the employee handbook?"
    * "What's the remote work policy?"
    * "How do I update my emergency contact?"
    * "Where do I find the expense policy?"

    **Career & Development**

    * "How do I sign up for training?"
    * "When are performance reviews?"
    * "How do I request a job title change?"
    * "Where can I find internal job postings?"
  </Tab>

  <Tab title="Operations / Facilities">
    **Office & Workspace**

    * "How do I book a conference room?"
    * "The AC isn't working on floor 3"
    * "I need a standing desk"
    * "Where are the office supplies?"

    **Access & Badges**

    * "I lost my office badge"
    * "Can I get visitor access for a guest?"
    * "How do I get building access after hours?"
    * "I need parking garage access"

    **Travel & Expenses**

    * "How do I book travel?"
    * "What's the process for expense reimbursement?"
    * "I need a corporate card"
    * "Where do I submit receipts?"

    **Equipment & Supplies**

    * "I need office supplies ordered"
    * "How do I request new furniture?"
    * "The coffee machine is broken"
  </Tab>
</Tabs>

<Note>
  These are just examples. Your organization may have custom workflows for specific requests—just ask naturally, and Serval will guide you through the process!
</Note>

***

## Tips for Getting the Best Help

<AccordionGroup>
  <Accordion title="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."
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Ask one question at a time">
    If you have multiple unrelated requests, submit them separately so each gets tracked and resolved properly.
  </Accordion>

  <Accordion title="Keep the conversation in one thread">
    Continue your conversation in the same thread. Serval remembers context from earlier messages.
  </Accordion>

  <Accordion title="Look for emoji reactions">
    Serval uses emojis to show status:

    * ⏳ Working on your request
    * ✅ Successfully completed
    * ❌ Cancelled or unable to complete
  </Accordion>
</AccordionGroup>

***

## 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.

<Info>
  Even when a human takes over, everything stays in the same conversation thread. No need to repeat yourself!
</Info>

***

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Can I attach screenshots or files?">
    Yes! You can attach images, screenshots, logs, or documents directly in your conversation with Serval.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Can I change the display language?">
    Yes. In the web portal, click the globe icon in the top bar and choose a language. Available languages are English, German, Spanish, French, French (Canada), Japanese, Portuguese, Portuguese (Brazil), and Russian. Your choice is saved to your account.
  </Accordion>
</AccordionGroup>