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As an employee, you can submit requests to get help from your organization’s support teams. Serval makes it easy to ask for what you need in plain language—no forms or ticket numbers required.

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Ways to Submit a Request

Submit requests through whichever channel your organization has enabled—Serval routes everything to the same ticketing system regardless of source.

Help Desk Channels

See all available channels and how to configure them

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Submitting a Request in Slack or Teams

The fastest way to get help is through your messaging platform. Simply message the appropriate support channel with your request. The experience is the same in Slack and Microsoft Teams.
1

Find the right channel

Look for channels like #it-help, #hr-requests, or #facilities. Your organization may have different channel names.
2

Describe what you need

Write your request in plain language. Be specific about what you need and include any relevant details.Good examples:
  • “I need access to the Figma design files for the marketing team”
  • “My laptop is running slow and apps keep crashing”
  • “Can I get a standing desk for my home office?”
Include context like urgency, deadlines, or who else is affected. This helps your support team prioritize.
3

Serval responds

Serval will acknowledge your request and may:
  • Resolve it automatically using available information or workflows
  • Ask clarifying questions to better understand your needs
  • Route it to the right team member if human assistance is needed
4

Track your request

You’ll receive updates in the same thread. You can also view all your requests at app.serval.com.

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Submitting a Request in the Web App

You can also submit requests directly at app.serval.com. When Home is enabled for your organization, it replaces New request in personal and global navigation. If you can create tickets, start and send a request under What do you need help with? on Home. Use the request editor and team picker, and select a team to attach files. The Access, Service Catalog, and Knowledge shortcuts sit below the editor and follow your permissions and organization settings. Ongoing issues and journeys appear next. Your My tickets and Assigned to me tabs appear beside approvals and Inbox updates on wide screens. On narrow screens, approvals and Inbox updates appear before your tickets. Active journey progress refreshes while you view Home, and completed journeys leave the overview after the next refresh. When Home isn’t enabled, New request keeps its existing page or dialog behavior. The separate request-dialog feature controls that choice and team ticket creation. Enabling Home doesn’t enable that dialog or change the existing request page’s catalog options. Home keeps its own request draft.
1

Go to app.serval.com

Log in with your company credentials.
2

Start a new request

Open Home where enabled, or New request. You have two options:
  • Describe your request: Type what you need in the chat input using plain language. You can attach files, @mention users, add checklists, and insert tables.
    • Attach files: Click the attachment icon to upload files relevant to your request (screenshots, documents, spreadsheets, or any other file type)
    • @mention users: Type @ to mention specific people who should be aware of your request
    • Insert tables: Use standard Markdown pipe syntax (| Column | Column |) to create structured tables in your request
  • Browse the Catalog: Select Browse Catalog to choose from predefined catalog items. Pick Access to request role-based access to applications, or All Services to browse catalog items like new laptop orders, software installations, or other structured requests.
3

Select a team (optional)

Serval automatically routes your request to the right team based on your message. You can also manually select a team from the dropdown. If you’re viewing a specific team’s tickets, that team is pre-selected for you.
4

Submit and track

Your request is created and you can track its progress in the web app.
Use the Catalog when you know the type of request you need. Catalog items provide structured forms that capture the right information upfront, which helps your support team resolve requests faster.

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Tips for Faster Resolution

Be specific

Include details like application names, error messages, or dates. The more context, the faster the resolution.

One request at a time

Submit separate requests for unrelated issues. This helps teams track and prioritize effectively.

Check for updates

Respond promptly when Serval or a team member asks follow-up questions.

Use the right channel

IT issues go to IT channels, HR questions to HR channels. This ensures your request reaches the right team.

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What Happens Next

After you submit a request:
  1. Serval analyzes your request - AI determines the type of request, priority, and which team should handle it
  2. Automatic resolution - For common requests, Serval may resolve it immediately using knowledge base articles or workflows
  3. Human escalation - Complex issues are assigned to a team member who will follow up with you
  4. Resolution - You’ll be notified when your request is complete
You’ll receive all updates in the same place you submitted your request—the same thread, email chain, or web app view.

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Creating Standard Tickets for Testing

Team members can create standard help desk tickets (instead of internal execution tickets) for testing purposes. This is useful when you want to verify how the help desk agent handles a specific request—the ticket flows through the same routing, AI triage, and workflow logic that an end user’s request would.

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Viewing Your Requests

To see all your submitted requests:
  1. Go to app.serval.com
  2. Click My Requests in the navigation
  3. View status, updates, and history for each request