Organization Settings

Serval has two levels of settings: Organization Settings (for Org Admins) and Team Settings (for Team Managers).

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Organization Settings

Access organization settings by clicking your organization name at the top of the sidebar, then selecting Settings.

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Users

Manage everyone in your organization:

• View all users and their org roles (Member or Admin)
• Invite new users
• Deactivate users
• Change organization roles

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Teams

Create and manage teams:

• Create new teams with a name and prefix
• View team membership
• Delete teams

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Groups

Organize users into groups for easier management:

• Create groups
• Add/remove users from groups
• Use groups for assignment rules and access policies

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Security

Configure authentication for your organization:

• SSO Configuration — Connect your identity provider using SAML 2.0. Serval supports SSO through WorkOS, enabling seamless integration with providers including:
  • Okta
  • Google Workspace
  • Azure AD (Microsoft Entra ID)
  • OneLogin
  • JumpCloud
  • PingFederate
  • And other SAML 2.0 compliant identity providers
• Domain Verification — Verify your email domain for SSO
• SSO Required — Toggle to require SSO login for all users
• SCIM Configuration — Set up automatic user/group sync from your IdP

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API Keys

Manage programmatic access to Serval:

• Create API keys with specific scopes
• View and revoke existing keys
• See last usage timestamps

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Audit Logs

View a record of actions taken in your organization:

• Filter by user, action type, or date range
• Export logs for compliance

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Support Tokens

Enable time-bound access for Serval support engineers to assist with your tenant:

• Generate tokens — Admins create time-limited support tokens from organization settings
• Automatic expiration — Tokens expire after the configured duration with no manual cleanup required
• Full audit trail — All access performed via support tokens is logged for compliance and transparency

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Team Settings

Access team settings by navigating to a team, then clicking the gear icon or going to Settings.

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Channels

Configure how your team receives requests:

• Slack — Connect Slack channels and configure the help desk agent
• Email — Set up email intake addresses
• Phone — Configure phone support (if enabled)
• Ticket Links — Customize ticket URL format

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Capabilities

Control which Serval products are enabled for this team:

• Toggle specific capabilities on or off (e.g., Workflows, Access Management, Knowledge Base)
• Disabled capabilities are hidden from the team’s sidebar and settings
• Use this to keep team interfaces focused on the features they actually use

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Team Members

Manage who’s on the team:

• Add users to the team
• Set team roles (Agent, Viewer, Contributor, Builder, or Manager)
• Remove users from the team
• View suggested team members — Serval suggests users to add based on ticket interactions and organizational data

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Assignment

Configure how tickets get assigned:

• Create assignment groups
• Set up round-robin or load-balanced assignment
• Define assignment rules

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Statuses

Customize ticket statuses for your team’s workflow:

• Add custom statuses
• Reorder statuses
• Set default status for new tickets

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Priorities

Configure priority levels:

• Customize priority names and colors
• Set default priority

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Labels

Create labels to categorize tickets:

• Add custom labels with colors
• Labels help with filtering and reporting

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SLA

Set service level agreement rules:

• Define response time targets by priority
• Define resolution time targets
• Configure business hours for SLA calculations

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Feedback

Configure customer satisfaction surveys:

• Enable/disable CSAT surveys
• Customize survey timing

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Access Profiles

Define who can request access to what:

• Create profiles that control access eligibility
• Link profiles to specific applications or roles

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CSV Import

Import data in bulk:

• Upload CSV files for bulk operations
• View import history

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Assets

Configure asset management for this team:

• Enable/disable asset tracking
• Configure asset schemas

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Quick Reference