Skip to main content
This guide introduces you to the Serval platform interface, helping you understand where to find key features and how to navigate efficiently.

​
Dashboard Overview

When you sign in to Serval, you land on the main dashboard. This is your command center for monitoring help desk activity and accessing key features. Serval’s interface is organized into a global workspace and team-specific sections. In the sidebar, you’ll see your personal workspace at the top, followed by each team you belong to. My Workspace (Global)

Tickets

All tickets assigned to you across teams

Access

Your access catalog and requests

Analytics

Organization-wide metrics and insights
Settings & Analytics Click the organization name at the top of the sidebar to access:

Analytics

Dashboards with ticket volume, resolution rates, and SLA performance

Settings

Organization configuration, teams, users, and integrations
Only Org Admins can access organization settings. Team-level settings are managed within each team.
Organization Menu Click your name at the bottom of the sidebar to access:

Theme

Switch between light and dark mode

Release Notes

See what’s new in Serval

Logout

Sign out of your account
Team Sections (Per Team) Each team you belong to appears in the sidebar. Expand a team to see its sections:

Tickets

Team-specific ticket queue

Workflows

Automated processes for this team

Guidance

Response guidelines for AI agent

Knowledge Base

Articles and documentation

Applications

Connected integrations

Assets

IT assets and inventory
If you don’t see team sections, you either haven’t been added to a team yet, or no teams have been created. Ask an Org Admin to create a team or add you to one.

​
Understanding Teams

Serval is organized around teams. A team represents a group that handles a specific type of request—like IT Support, Security, or HR.
You must create at least one team before you can set up workflows, guidance, or other automations. Teams are where all configuration happens.

​
Why Teams Matter

  • Workflows, guidance, and integrations are team-specific. Each team has its own set of automations.
  • Tickets are routed to teams. When someone submits a request, Serval routes it to the appropriate team.
  • Permissions are team-based. Users can be Managers on one team and Agents on another.

​
Multiple Teams

Most organizations have multiple teams based on the types of requests they handle:
TeamHandles
IT SupportHardware, software, general IT issues
SecurityAccess reviews, security incidents
HR / People OpsOnboarding, offboarding, HR questions
FinanceExpense reports, procurement
Start with one team (usually IT Support) and add more as you scale. You can always reorganize later.

​
Creating Your First Team

  1. Go to Settings → Teams
  2. Click Create Team
  3. Enter a name and prefix (e.g., “IT” for IT Support)
  4. Add team members and assign roles (Agent or Manager)
Once you have a team, you can configure workflows, guidance, and integrations for that team.

​
Quick Actions

Common tasks you can do from anywhere in Serval:
ShortcutAction
CCreate new ticket
WCreate new workflow
/Open search
?Show all keyboard shortcuts
G + TGo to Tickets
G + WGo to Workflows
G + SGo to Settings
The global search bar (press /) finds tickets, workflows, users, and settings across your entire Serval instance.

​
Search Tips

  • Ticket search — Search by ticket number, requester name, or content
  • People search — Find users by name or email
  • Workflow search — Search by workflow name or description
  • Filters — Add type:ticket or status:open to narrow results
Use natural language in search. Try “password reset tickets from last week” to find relevant results.