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After submitting a request, you can track its progress, add information, and communicate with the support team.

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Viewing Your Requests

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In Slack or Teams

If you submitted your request in Slack or Teams, all updates appear in the same thread:
  • Status changes (for example, In Progress or Resolved)
  • Messages from support team members
  • Requests for additional information
  • Resolution details
Turn on notifications for the thread to stay updated on your request.

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In the Web App

For a complete view of all your requests:
  1. Go to app.serval.com
  2. Navigate to My Requests
  3. See all your tickets with current status
Where enabled, Home replaces New request in personal and global navigation. Select My tickets on Home to review your requests. Use Search tickets or the filters to narrow the list, and scroll within the ticket list to load more results. Open a ticket to view its details or add a reply. On Home, select View all to open the full ticket list with the same My tickets or Assigned to me selection, search text, and filters. You can change or remove those filters in the full list without changing your saved Tickets view. When Home isn’t enabled, Tickets continues to use your existing saved view. On Home, select Ongoing issues to view details for up to three active major incidents you have access to, with the most recently updated first. Select an incident card to open it. Ticket search and filters don’t change this section. Resolved and canceled incidents no longer appear.

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Viewing Your Conversations with Serval

Where your organization has enabled the personal help desk, the direct-message conversations you have with Serval in Microsoft Teams also appear in the web app under Conversations, next to Tickets in your personal sidebar. A conversation isn’t a ticket. It’s the ongoing chat you have with Serval, and it’s where tickets get raised from. When Serval hands your request to a team, the resulting ticket appears next to the message that raised it, so you can jump straight to the request itself. Only tickets you have access to are shown. A ticket that no message in the conversation raised, such as one linked when Serval continued the conversation from a notification, appears at the top under Tickets from this conversation.

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One conversation, two places

The web view and the Teams chat are the same conversation, not two copies of it:
  • Messages you send in Teams: appear in the web app.
  • Messages you send in the web app: appear in the Teams chat, so your history stays in one piece and Serval answers in both places.
A conversation closes once it’s been idle for a while. You can still read a closed conversation, but you can’t reply to it. Message Serval in Teams to start a new one.

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Understanding Request Status

Your request moves through different stages as it’s being handled:
Status names may vary depending on how your organization has configured their ticketing workflow.

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Connect an account to continue a request

Some integrations, including external agents, need permission to act through your own account. When Serval asks you to connect an account, open the connection link and complete the authorization. If your request is still open and the AI agent is active, it continues automatically after you connect all the required accounts. You don’t need to return to the ticket and send another message. This works for requests in the web app, Slack, Microsoft Teams, and WhatsApp, even if you close the authorization tab afterward. Automatic continuation is available for seven days after the workflow asks you to connect. It doesn’t restart a resolved, canceled, archived, or deleted ticket, take over from a paused AI agent, or repeat a workflow you’ve already retried. If someone else posts or edits a reply while authorization is pending, automatic continuation stops; the original requester can send a new message to continue. Workflows you run outside a ticket still need to be run again after connecting.

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Adding Information to a Request

If you need to provide more details or the team asks for additional information:

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In Slack or Teams

Simply reply in the same thread where you submitted the request. Your message will be added to the ticket.

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In the Web App

  1. Open your request from My Requests
  2. Type your message in the conversation area
  3. Send to add it to the ticket
If you start a new thread or message instead of replying to the original, it may create a new request instead of updating the existing one.

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Common Actions

Look for the SLA indicator on your ticket. This shows the expected resolution time frame based on priority. Higher priority requests are resolved faster.
If your request is time-sensitive, reply in the thread or ticket and explain the urgency. Include details like:
  • Why it’s urgent
  • What deadline you’re facing
  • Who else is impacted
The support team will adjust priority accordingly.
If your issue resolved itself or you no longer need help, let the team know by replying “This is no longer needed” or “I figured it out, thanks!” The team will close the request.
If your issue comes back after being marked resolved, reply to the original thread or ticket. The request will be reopened for the team to investigate.

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Getting Help Faster

Respond quickly

When the team asks for information, responding promptly keeps your request moving forward

Be available

If you’ll be out of office, mention it so the team can plan accordingly

Provide context

Screenshots, error messages, and specific details help the team resolve issues faster

Rate your experience

When asked for feedback, your response helps improve the support process