> ## 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.

# Channel Types

> Compare how Serval creates tickets and responds in Slack and Microsoft Teams channels

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](https://docs.serval.com/sections/documentation/helpdesk/channels.md).

> [!NOTE]
>
> This reference covers standard channel modes. Experimental and trial modes are not included. The options available to you depend on the platform and your workspace configuration.

## Compare channel types

| Channel mode | Behavior | Slack | Microsoft Teams |
| - | - | - | - |
| **Disabled** | No ticket creation or responses. The default for a newly connected channel. | Yes | Yes |
| **Help desk (Always respond)** | Creates tickets from channel messages and starts the help desk agent automatically. | Yes | Yes |
| **Help desk (When relevant)** | Creates tickets automatically; the agent replies when it finds relevant knowledge, skills, or workflows. | Yes | Yes |
| **Silent** | Creates tickets in the background. The agent responds when someone mentions **@Serval**. | Yes | Yes |
| **On demand** | Creates a ticket and responds when someone mentions **@Serval** in a new channel message. | Yes | Yes |
| **Workspace only** | Internal assistance for Serval workspace members, including workspace-only workflows. | Yes | No |
| **Redirect to DM** | Moves new conversations into a direct message before the agent responds. | Yes | No |
| **Workspace inbox** | Sends all workspace tickets to a channel for support agents to triage. | Yes | No |
| **Workspace inbox on Escalation** | Sends only tickets that need a human to the triage channel. | Yes | No |

## Help desk modes

### 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.

### 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.

## 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.

## 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.

## 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.

## 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](https://docs.serval.com/sections/integrations/slack.md#configure-workspace-inbox-channels) for setup instructions.

## 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](https://docs.serval.com/sections/integrations/slack.md#configure-slack-as-your-help-desk) or [Microsoft Teams](https://docs.serval.com/sections/integrations/microsoft-teams.md#connect-in-serval).

For everyday usage, see [Using Serval in Slack](https://docs.serval.com/sections/documentation/helpdesk/interacting-with-serval-in-slack.md) or [Using Serval in Microsoft Teams](https://docs.serval.com/sections/documentation/helpdesk/interacting-with-serval-in-microsoft-teams.md).


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