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Quick start

Serval provides AI-powered help desk support directly in Microsoft Teams. You can post in your team’s support channel, summon Serval in a Silent Mode channel, and make a private request in DM. Each method creates a ticket for your request and starts a conversation with Serval to help resolve your issue. Post in your team’s support channel In a Help Desk channel, post your request as a new message:
Serval responds automatically and creates a ticket. Serval monitors every new message in Help Desk channels, so you don’t need to tag @Serval directly.
If Serval doesn’t respond, the channel may not be connected yet. An admin can add Serval and set the channel mode. For more information, see Connect channels.
Summon Serval in a Silent Mode channel In a Silent Mode channel, Serval files messages quietly and only replies when you ask. Mention @Serval to get a response:
Make a private request in a DM For personal or sensitive requests, message Serval directly. Serval reads your message and routes it to a new or existing ticket.
To create a ticket using an explicit form, type /create-ticket in your DM. Serval opens a short form where you describe your request, pick a team (or leave it on Auto-detect to have Serval automatically select the correct team), and choose who the ticket is for.

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Having a conversation with Serval

Once Serval responds, you can have a natural conversation.

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What you can do

  • Escalate ticket to a human: Simply say “Escalate”
  • Ask follow-up questions: “What’s the latest status of this request?”
  • Update status: “This is resolved now, thanks!”
  • Share files: Attach screenshots or logs directly in the conversation
  • Trigger workflows: “Run the new user onboarding workflow for jane@company.com” (For more information, see Workflows)
  • Handle approvals and forms: Serval provides interactive cards with buttons and fields directly in your chat

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Keep it in the thread

For follow-ups on the same topic in a specific channel, reply in the same thread. Serval remembers the full conversation context, and your support team can see what’s been discussed.
If another person replies in the thread, Serval steps back to let the humans talk. Tag @Serval so it knows to re-engage.

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In direct messages

Microsoft Teams doesn’t support threads in direct messages, so a few habits help Serval route your messages to the right ticket:
  • Explicitly signal a new request when you want a new ticket. For example, New request: I need a license for Figma.
  • Reference the existing issue when following up. For example, Following up on my laptop replacement request.
  • Reply with quote on the Serval message for the ticket you mean. Useful for short follow-ups like “any update?” when several tickets are open.
If your message could apply to more than one open ticket, Serval sends a card listing the tickets it thinks you mean, where you can select the right one or start a new ticket.

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Track progress

  • While Serval is working on an issue in a conversation, a typing indicator or a progress card shows that it’s active.
  • Serval updates the ticket status in its messages and provides a ticket link.

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Tips for best results

  • Include key details like error messages, usernames, system names, and what you’ve already tried. For example:
  • Create separate tickets for different problems. This helps both Serval and your support team keep track of everything.
  • In a channel, keep all conversation about one issue in the same thread.
  • In a direct message, clearly signal when you’re starting a new request so Serval doesn’t fold it into an open ticket.
  • Explain your issue conversationally, as you would to a colleague.