Channel Types

Each connected Slack or Microsoft Teams channel has a mode that controls when Serval creates tickets, when the help desk agent responds, and where support agents triage requests. Choose a mode for each channel based on how you want people to use it. These types describe Serval’s behavior inside a channel. For other ways to submit requests, such as email and the web portal, see Help Desk Channels.

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Compare channel types

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Help desk modes

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Always respond

Use Help desk (Always respond) for a dedicated support channel where each new message should start a request. Serval creates a ticket, posts its details in the channel, and attempts resolution using knowledge, published skills, and org-wide workflows. It escalates to a human when needed.

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When relevant

Help desk (When relevant) creates tickets and posts ticket details like Always respond, but the agent replies only when it finds relevant knowledge, skills, or matching workflows. If it cannot help, it hands off to a human without posting a reply saying it lacks context.

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Silent and On demand

Both modes let people mention @Serval to request assistance. The difference is whether ordinary channel messages become tickets:

• Silent monitors messages and creates tickets without posting ticket-detail cards or automatic agent replies. Requests without a mention go to human triage. Mentioning @Serval in a channel message or an existing ticket’s thread activates the agent for that ticket.
• On demand does not create tickets from ordinary channel messages. To start a request, mention @Serval in a new channel message. Once a ticket exists, replies in its thread continue that ticket.

For example, posting I need access to Figma creates a ticket in Silent mode. In On demand mode, start a new channel message with @Serval I need access to Figma instead.

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Workspace only

Slack only. Use Workspace only for internal assistance in channels restricted to members of your Serval workspace. It provides help-desk behavior with access to workspace-only workflows. The agent can escalate to a human when needed.

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Redirect to DM

Slack only. Use Redirect to DM when requests should continue privately with the requester. Serval posts a single notice in the original channel thread, then moves ticket details and agent replies to a direct message. Direct messaging must be enabled for the Serval workspace.

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Workspace inbox modes

Slack only. Workspace inbox channels let support agents triage existing tickets and reply to requesters from a private channel:

• Workspace inbox receives all tickets for the workspace.
• Workspace inbox on Escalation receives only tickets escalated to a human.

Messages posted directly to either inbox channel do not create new tickets. Reply in a ticket’s thread to send a message back to its requester. Restrict these channels to the support agents and managers who handle tickets. See Configure Workspace Inbox channels for setup instructions.

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Choose and configure a type

Use Disabled to connect a channel before activating it, Silent to collect requests without automatic replies, or On demand when people should explicitly ask for help. Use a Help desk mode for a dedicated support channel. To select a channel’s mode, follow the setup guide for Slack or Microsoft Teams. For everyday usage, see Using Serval in Slack or Using Serval in Microsoft Teams.