> ## 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.

# Microsoft Teams for Users

> Quick-start guide for getting help from Serval in Microsoft Teams

## 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:

```text theme={null}
Can you help me reset my password?
```

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.

<Info>
  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](/sections/integrations/microsoft-teams#connect-in-serval).
</Info>

**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:

```text theme={null}
@Serval can you help me reset my password?
```

**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.

<Info>
  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.
</Info>

## Having a conversation with Serval

Once Serval responds, you can have a natural conversation.

### 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](mailto:jane@company.com)" (For more information, see [Workflows](/sections/documentation/workflows/overview))
* **Handle approvals and forms**: Serval provides interactive cards with buttons and fields directly in your chat

### 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.

<Info>
  If another person replies in the thread, Serval steps back to let the humans talk. Tag `@Serval` so it knows to re-engage.
</Info>

### 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.

<Info>
  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.
</Info>

### 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.

## Tips for best results

* Include key details like error messages, usernames, system names, and what you've already tried. For example:

  ```text theme={null}
  I'm getting 'Invalid credentials' when logging into the customer portal with john@company.com.
  ```

* 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.

## Related documentation

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