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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.
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, it must be added to that channel and the channel must be configured in Serval. To do this, @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.
Depending on the type of channel or message, Serval interacts in different ways:
  • In Help Desk mode channels, Serval automatically monitors and responds to all new threads.
  • In Silent mode channels, mentioning @Serval activates assistance for that thread.

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Examples

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Get help in a Help Desk channel

Can you help me reset my password?

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Get help in a Silent Mode channel

@Serval can you help me reset my password?

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Trigger a workflow

@Serval run the new user onboarding workflow for jane@company.com

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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 team level. Any Serval administrator will be able to view your support ticket, but others in your organization will not.

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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 does not 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 is not 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 (e.g. 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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/create-ticket command

In a direct message with Serval, type: 
/create-ticket
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 team, the form also lets you choose which team the ticket should go to. Alternatively, leave it on Auto-detect to let Serval pick the team 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. Simple forms appear inline as a card. Forms with conditional fields or file uploads open a secure hosted form via a link.

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Transfer tickets

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

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View and manage ticket status in Teams

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

MethodWhere it worksBest for
Message a Help Desk channelHelp Desk channelsGet assistance in a shared team channel. Serval responds automatically, no @mention needed.
Use @Serval mentionsSilent Mode channelsSummoning Serval (since Serval doesn’t respond automatically in Silent Mode channels)
Reply to a thread in a channelChannels with active threadsContinuing a conversation about an open ticket
Send a direct message1:1 chat with ServalPrivate or sensitive requests. Serval routes each message to a new or existing ticket.
Use the /create-ticket command1:1 chat with ServalDeterministically create a new ticket in a DM if intelligent routing misfires

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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 Team Inbox mode
  • No Team Only mode
For a current capability comparison, contact support@serval.com.

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Troubleshooting

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Serval isn’t responding

  1. Is Serval added to the channel? (@mention Serval to add it)
  2. Is the channel configured in Serval? (Check your Microsoft Teams integration settings)
  3. Is the channel set to a mode other than disabled? (for example, silent or Help Desk)
  4. Is your Teams organization properly connected to Serval?
  5. Is your installation less than 24 hours old?
Admins can run the /healthcheck command to check if Serval is able to receive data from Microsoft Teams.

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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