> ## 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.

# Help Desk Channels

> Configure the channels employees use to submit requests to your help desk

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.

## Configuring Channels

To configure channels for a team:

1. Open your team in the sidebar
2. Go to **Settings** → **Channels**
3. Enable and configure your preferred channels

***

## Available Channels

<CardGroup cols={2}>
  <Card title="Slack" icon="slack" href="/sections/integrations/slack">
    Private DM experience with your branded help desk agent. Employees can message directly, use slash commands, or post in designated help channels.
  </Card>

  <Card title="Microsoft Teams" icon="microsoft" href="/sections/integrations/microsoft-teams">
    Submit requests directly in Teams. Employees can chat with the Serval bot or use designated help channels.
  </Card>

  <Card title="Email" icon="envelope" href="/sections/documentation/helpdesk/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.
  </Card>

  <Card title="Web Portal" icon="browser">
    Automatically available at [app.serval.com](https://app.serval.com). Employees can log in and submit tickets directly.
  </Card>
</CardGroup>

***

## Channel Comparison

| Channel             | Best For                                                         | Setup Required                      |
| ------------------- | ---------------------------------------------------------------- | ----------------------------------- |
| **Slack**           | Organizations already using Slack; quick, conversational support | Connect Slack integration           |
| **Microsoft Teams** | Organizations using Microsoft 365; seamless Teams experience     | Connect Microsoft Teams integration |
| **Email**           | Traditional support workflows; external users                    | Configure email forwarding          |
| **Web Portal**      | Self-service; users without Slack/Teams access                   | None (automatically available)      |

***

## Recommended Setup

<Tip>
  Start with **Slack** or **Microsoft Teams** as your primary channel—whichever your organization uses most. Add email and web portal later as adoption grows.
</Tip>

### 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

### 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.

***

## Email Configuration

For detailed information on email intake, auto-responses, CC handling, subscribers, and sender trust, see the [Email guide](/sections/documentation/helpdesk/email).

***

## Slack Channel Options

### 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.

### 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.

### 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.

***

## Channel-Specific Guides

<CardGroup cols={2}>
  <Card title="Slack Setup" icon="slack" href="/sections/integrations/slack">
    Complete guide to configuring Slack channels, DMs, and slash commands
  </Card>

  <Card title="Using Serval in Slack" icon="comments" href="/sections/documentation/helpdesk/interacting-with-serval-in-slack">
    End-user guide for all Slack interaction methods
  </Card>

  <Card title="Teams Setup" icon="microsoft" href="/sections/integrations/microsoft-teams">
    Complete guide to configuring Teams channels and DMs
  </Card>

  <Card title="Using Serval in Teams" icon="comments" href="/sections/documentation/helpdesk/interacting-with-serval-in-microsoft-teams">
    End user guide for all Teams interaction methods
  </Card>
</CardGroup>

***

## 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](/sections/documentation/end-user/end-user-guide) with employees
3. **Monitor adoption** — Check which channels employees prefer and adjust accordingly

***

## Welcome Message Template

Below is a template your admin can customize and send to employees when introducing Serval:

<Info>
  Admins: Copy and customize this message for your Slack announcement or email.
</Info>

```markdown theme={null}
🎉 **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
```

***

## 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?"