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Serval integrates with Microsoft Teams, making it easy to create tickets, trigger workflows, and get help without leaving your conversations. This guide covers all the available interaction methods.
When does Serval create a ticket or respond in a channel? See Channel Types for the standard mode comparison and Slack/Teams availability.Setting up Teams or configuring channels? See the Microsoft Teams integration setup guide for administrator instructions.

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Overview

Channels

Post in a Help Desk channel and Serval responds automatically

Direct messages

Private 1:1 chats. Serval routes your messages to the right ticket

Advanced actions

Trigger workflows, approve requests, and manage tickets

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Serval in channels

Before Serval can respond in a channel, the Serval app must be added in Microsoft Teams and the channel must be configured in Serval. To do this, add the Serval app from the Teams app store (Apps → search for Serval), then @mention Serval in the channel, then set the channel mode on the Help Desk page of your Microsoft Teams integration. For more information, see Connect channels.
The channel’s mode determines whether Serval responds automatically or waits for a mention. See Channel Types for the modes supported in Teams and the difference between Silent and On demand. To start a request in On demand mode, mention @Serval in a new channel message. When Serval draws on web sources to answer, it cites the pages it referenced beneath its reply, in both channels and direct messages.

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Examples

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Get help in a Help Desk channel

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Get help in a Silent Mode channel

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Trigger a workflow

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Thread-based interactions

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Working within threads

Serval maintains context within Teams channel threads, with the following benefits:
  • Keeps messages for a particular ticket in the same thread
  • Serval remembers context from earlier in the thread
  • You can ask follow-up questions
While Serval is working on your request, a typing indicator appears in the conversation so you know it’s active.

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Direct messages

Your Serval administrator must enable direct messaging. This is configured within the Microsoft Teams integration at the workspace level. Any Serval administrator will be able to view your support ticket, but others in your organization won’t.

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Private support conversations

For personal or sensitive requests, message Serval directly. When an action needs a button or a form, such as an approval, Serval presents it as an interactive card within your DM.

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How DM conversations are organized

Microsoft Teams doesn’t support threads in direct messages.
Serval uses the contents of your messages to intelligently route to a new ticket, or an open ticket discussed earlier in the conversation. For best results in DMs:
  • Clearly signal a new request when you want a new ticket (for example, New request: I need a license for Figma). Alternatively, if Serval isn’t handling the process correctly, you can use the /create-ticket command to create the ticket explicitly
  • Reference the existing issue when you’re following up (for example, Following up on my laptop replacement request)
  • Keep to one request per message where possible (for example, Following up on the Figma license request instead of Following up on the Figma license request. Can you also check on my laptop replacement?)
  • Provide enough context in each individual message (for example, existing ticket information) so that Serval can optimally route your request (for example, Following up on Vercel license request instead of Following up on my ticket.)
  • Avoid short, ambiguous responses to Serval (for example, if Serval responds with Your laptop replacement has been sent. Should I close the ticket, or keep it open until you receive your laptop?, responding with Keep it open is better than Ok)
DM routing relies on understanding your messages in natural language. Currently, the process is less precise than channel threads, where each thread maps cleanly to one ticket. If you aren’t getting good results in DMs, you can use a Help Desk channel instead, where threading keeps each request separate.

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Specify a ticket in a DM with multiple requests

When you have more than one request open in the same DM, use the reply with quote feature on the Serval message for the ticket you mean. Serval reads the quoted message, finds the ticket it belongs to, and routes your reply there instead of inferring the ticket from your text. This is useful for short follow-ups like “no” or “any update?” that wouldn’t give Serval enough info to route. Usage tips:
  • If you quote more than one message at a time, Serval asks you to reply with a single quoted message so it knows which request you mean.
  • If the quoted message doesn’t match a ticket Serval can steer to, Serval falls back to routing from your message text.
  • If the ticket is already closed or archived, Serval tells you it’s no longer accepting replies rather than reopening it.

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When Serval asks which ticket you mean

If your message could apply to more than one open ticket, Serval sends a card listing the tickets it thinks you might mean (up to three). In the card, you have a few ways to respond:
  • Select Reply on the ticket you meant.
  • Select Create a new ticket to start a fresh one.
  • Send a message with more information, such as the ticket number or what the request was about, and Serval routes from that instead.

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/create-ticket command

In a direct message with Serval, select create-ticket from the command menu or type:
When to use: When you want to bypass Serval routing, and specify ticket parameters via DM. Serval responds with a short form where you enter your request details. If you belong to more than one workspace, the form also lets you choose which workspace the ticket should go to. Alternatively, leave it on Auto-detect to let Serval pick the workspace for you. You can also set who the ticket is for, which defaults to you. Once you submit the form, Serval creates the ticket and starts helping.
/create-ticket is a direct-message command, and should be used in a 1:1 chat with Serval, not in a channel. In channels, post your request in a Help Desk channel or @mention Serval instead.

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Advanced interactions

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Workflow triggers

Trigger Serval workflows directly from Teams:
  • Run the employee onboarding workflow for john@company.com
  • Execute the AWS access grant workflow for the engineering team
  • Start the offboarding process for the contractor anna@corporation.com

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Approvals and access requests

Serval handles approvals and access requests as interactive cards:
  • Approvals: When a request needs your approval, Serval sends a card with Approve and Deny buttons, along with an optional field to add a justification, to your direct messages.
  • Access requests: Request access to a system and Serval routes it through the appropriate approval workflow.
  • Form inputs: When a workflow needs more details, Serval collects information using a form, as an inline card or a secure browser link.

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Transfer tickets

Move a ticket to another workspace by requesting the transfer:
Only members of the ticket’s current workspace can perform transfers. After the transfer, the receiving workspace takes ownership of the ticket.

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View and manage ticket status in Teams

When your administrator enables ticket cards, Serval displays dynamic ticket status directly in Teams messages. As a ticket progresses from creation to resolution, the status shown in Serval’s message updates in real time, so you can track progress directly from within Teams. You can also update and manage tickets directly from a Teams channel or DM. For example:
  • Set priority to high
  • Assign this to [teammate]
  • Close this ticket
  • Change status to in progress

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Quick reference

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Tips for success

Include relevant details like user emails, system names, error messages, or links to help Serval take accurate action. In channels, keep related messages in the same thread so Serval maintains full context of the conversation. Serval understands conversational requests. No need for special syntax or formatting.

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Limitations

Currently, the Serval / Teams integration has the following limitations:
  • No Workspace inbox modes
  • No Workspace only mode
  • No Redirect to DM mode
See Channel Types for the Slack and Teams availability comparison.

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Troubleshooting

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Serval isn’t responding

  1. Is the Serval app added in Teams? (Go to Apps, search for Serval under Built for your org, and add it)
  2. Is Serval added to the channel? (@mention Serval to add it)
  3. Is the channel configured in Serval? (Check your Microsoft Teams integration settings)
  4. Is the channel set to a mode other than disabled? (for example, silent or Help Desk)
  5. Is your Teams organization properly connected to Serval?
  6. Is your installation less than 24 hours old?

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/create-ticket isn’t working

  1. Make sure you’re using it in a direct message with Serval, not in a channel
  2. Type the full command, /create-ticket, and send it
  3. Confirm direct messaging is enabled by your Serval administrator and that the Serval app is installed for your account
  4. Refresh Teams (Cmd/Ctrl + R)
  5. If the issue persists, contact support@serval.com