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Set up how employees submit requests to Serval by configuring your help desk channels. Each channel provides a different way for employees to reach your support teams.

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Configuring Channels

To configure channels for a team:
  1. Navigate to your team in Serval
  2. Click … next to the team name
  3. Select Channels
  4. Enable and configure your preferred channels

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Available Channels

Slack

Private DM experience with your branded help desk agent. Employees can message directly, use slash commands, or post in designated help channels.

Microsoft Teams

Submit requests directly in Teams. Employees can chat with the Serval bot or use designated help channels.

Email

Accept requests via email. Configure in Settings → Channels → Email to set up your support email address. Customize auto-response messages per team or disable them entirely.

Web Portal

Automatically available at app.serval.com. Employees can log in and submit tickets directly.

Phone

Voice-based support for employees who prefer to call. Serval transcribes and creates tickets from phone conversations.

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Channel Comparison

ChannelBest ForSetup Required
SlackOrganizations already using Slack; quick, conversational supportConnect Slack integration
Microsoft TeamsOrganizations using Microsoft 365; seamless Teams experienceConnect Microsoft Graph integration
EmailTraditional support workflows; external usersConfigure email forwarding
Web PortalSelf-service; users without Slack/Teams accessNone (automatically available)
PhoneUrgent issues; users who prefer voiceConfigure phone integration
Start with Slack or Microsoft Teams as your primary channel—whichever your organization uses most. Add email and web portal later as adoption grows.

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For Most Organizations

  1. Primary channel: Slack or Microsoft Teams (based on your company’s main communication tool)
  2. Secondary channel: Web portal (always available as a fallback)
  3. Optional: Email for users who prefer traditional support requests

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Multi-Channel Strategy

You can enable multiple channels simultaneously. Serval routes all requests to the same ticketing system regardless of how they’re submitted, so your agents see everything in one place.

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Email Configuration

For detailed information on email intake, auto-responses, CC handling, subscribers, and sender trust, see the Email guide.

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Slack Channel Options

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Team Inbox

A private Slack channel where all tickets created for your team appear for triage. Two modes are available:
  • Team Inbox — All tickets for the team appear in this channel
  • Team Inbox on Escalation — Only tickets that are escalated to a human agent appear in this channel
Choose “Team Inbox on Escalation” if you want to reduce noise and only surface tickets that need human attention.

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Private Internal Notes with Lock Emoji

In team-only help desk channels, you can send a private internal note by adding the lock emoji (🔒) to your message. Messages marked with the lock emoji are visible only to team members and are not shared with the ticket requester.

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Manual Escalation from Slack

Escalate a ticket to a human agent directly from Slack without AI involvement. Use the manual escalation button on the ticket card in Slack to immediately route the ticket to your team’s triage queue.

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Channel-Specific Guides

Slack Setup

Complete guide to configuring Slack channels, DMs, and slash commands

Using Serval in Slack

End-user guide for all Slack interaction methods

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Next Steps

After configuring your channels:
  1. Test each channel — Submit a test request through each enabled channel
  2. Train your team — Share the End User Guide with employees
  3. Monitor adoption — Check which channels employees prefer and adjust accordingly

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Welcome Message Template

Below is a template your admin can customize and send to employees when introducing Serval:
Admins: Copy and customize this message for your Slack announcement or email.
🎉 **Welcome to the Serval Help Desk!**

We've upgraded how you get help at [Company Name]. Meet Serval—your new AI-powered assistant for IT, HR, and Operations support.

**How to get help:**
• **DM the Serval bot** directly in Slack for private requests
• **Type `/serval help [your question]`** from anywhere in Slack
• **Post in #[help-channel-name]** for general questions

**What you can ask:**
• IT: Password resets, software access, equipment issues, VPN help
• HR: Benefits questions, PTO policies, payroll inquiries
• Ops: Office access, travel booking, expense questions

**What to expect:**
✨ Instant answers for common questions
🤖 Automated handling of routine requests (like access provisioning)
👋 Seamless handoff to a human when needed

**Tips for success:**
• Be specific—include app names, error messages, or deadlines
• Keep conversations in the same thread
• Watch for emoji reactions (⏳ = working, ✅ = done)

Questions about Serval itself? Just ask! Type `/serval help How does Serval work?`

Happy to have you on board! 🚀
— The [IT/Support/People Ops] Team

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Need More Help?

If you’re having trouble using Serval or have feedback, reach out to your IT team or ask Serval: “How do I report an issue with Serval?”