> ## 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.

# Slack for Users

> Quick-start guide for getting help from Serval in Slack

## 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:

<Tabs>
  <Tab title="/serval Command">
    **Use from anywhere in Slack**

    Type `/serval help` followed by your request in any channel or DM:

    ```
    /serval 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.
  </Tab>

  <Tab title="Message Shortcuts">
    **Turn any message into a ticket**

    1. Hover over any Slack message
    2. Click the **...** (three dots) menu
    3. Select **"Create a ticket"** using Serval

    Perfect for when someone describes an issue in a message and you want to track it without asking them to retype it.
  </Tab>

  <Tab title="Helpdesk Channels">
    **Use your team's support channel**

    If your organization has configured helpdesk channels (like `#it-support`):

    1. Go to the helpdesk channel
    2. Start a new thread with your request
    3. Serval automatically responds and creates a ticket

    No need to tag @Serval - it monitors all new threads in helpdesk channels.
  </Tab>
</Tabs>

<Info>
  Each of these methods will create a ticket for your IT request and start a conversation with Serval to help resolve your issue.
</Info>

***

## Having a Conversation with Serval

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

### 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

### 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

<Warning>
  If you mention another person, Serval will step back to allow for discussion. Tag `@Serval` so it knows to re-engage!
</Warning>

### 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.

***

## Tips for Best Results

<AccordionGroup>
  <Accordion title="Be specific upfront">
    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](mailto:john@company.com)"
  </Accordion>

  <Accordion title="One issue per ticket">
    Create separate tickets for different problems. This helps tracking and makes it easier for your support team.
  </Accordion>

  <Accordion title="Stay in the thread">
    Keep all conversation about one issue in the same thread. Serval and your support team maintain full context this way.
  </Accordion>

  <Accordion title="Use natural language">
    No special commands needed - just explain your issue as you would to a colleague.
  </Accordion>
</AccordionGroup>

***

## Want to Learn More?

<CardGroup cols={2}>
  <Card title="Comprehensive Guide to Slack" icon="book" href="/sections/documentation/helpdesk/interacting-with-serval-in-slack">
    Complete reference for all interaction methods, thread management, workflows, and advanced features
  </Card>

  <Card title="Slack Integration Setup" icon="plug" href="/sections/integrations/slack">
    For administrators: How to configure Slack channels, Team Inbox, and integration settings
  </Card>
</CardGroup>

## Related Documentation

* [Comprehensive Guide to Slack](/sections/documentation/helpdesk/interacting-with-serval-in-slack) - Complete reference with advanced features
* [Ticketing Overview](/sections/documentation/ticketing/overview) - Understanding the ticket system
* [Slack Integration](/sections/integrations/slack) - Setup and configuration for administrators