> ## 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.

# Submit a Request

> How to create tickets and get help from your IT, HR, or support teams

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.

***

## 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.

<Card title="Help Desk Channels" icon="plug" href="/sections/documentation/helpdesk/channels">
  See all available channels and how to configure them
</Card>

***

## 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.

<Steps>
  <Step title="Find the right channel">
    Look for channels like `#it-help`, `#hr-requests`, or `#facilities`. Your organization may have different channel names.
  </Step>

  <Step title="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?"

    <Tip>
      Include context like urgency, deadlines, or who else is affected. This helps your support team prioritize.
    </Tip>
  </Step>

  <Step title="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
  </Step>

  <Step title="Track your request">
    You'll receive updates in the same thread. You can also view all your requests at app.serval.com.
  </Step>
</Steps>

***

## Submitting a Request in the Web App

You can also submit requests directly at app.serval.com.

<Steps>
  <Step title="Go to app.serval.com">
    Log in with your company credentials.
  </Step>

  <Step title="Start a new request">
    Click **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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Submit and track">
    Your request is created and you can track its progress in the web app.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

***

## Tips for Faster Resolution

<CardGroup cols={2}>
  <Card title="Be specific" icon="bullseye">
    Include details like application names, error messages, or dates. The more context, the faster the resolution.
  </Card>

  <Card title="One request at a time" icon="1">
    Submit separate requests for unrelated issues. This helps teams track and prioritize effectively.
  </Card>

  <Card title="Check for updates" icon="bell">
    Respond promptly when Serval or a team member asks follow-up questions.
  </Card>

  <Card title="Use the right channel" icon="hashtag">
    IT issues go to IT channels, HR questions to HR channels. This ensures your request reaches the right team.
  </Card>
</CardGroup>

***

## 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

<Note>
  You'll receive all updates in the same place you submitted your request — the same thread, email chain, or web app view.
</Note>

***

## 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.

***

## 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