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.Navigation Structure
Serval’s interface is organized into a global workspace and team-specific sections. The sidebar is collapsible — click the collapse icon to minimize it and gain more screen space, or expand it to navigate between sections. Use team search at the top of the sidebar to quickly find and switch between teams. The sidebar shows a focused view of one team at a time, with direct access to that team’s settings.
My Workspace (Global)
Tickets
All tickets assigned to you across teams
Access
Your access request history
Analytics
Organization-wide metrics and insights
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.
Theme
Switch between light, dark, or system mode
Release Notes
See what’s new in Serval
Logout
Sign out of your account
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.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:| Team | Handles |
|---|---|
| IT Support | Hardware, software, general IT issues |
| Security | Access reviews, security incidents |
| HR / People Ops | Onboarding, offboarding, HR questions |
| Finance | Expense reports, procurement |
Creating Your First Team
- Go to Settings → Teams
- Click Create Team
- Enter a name and prefix (e.g., “IT” for IT Support)
- Add team members and assign roles (Agent or Manager)
Quick Actions
Common tasks you can do from anywhere in Serval:| Shortcut | Action |
|---|---|
C | Create new ticket |
W | Create new workflow |
/ | Open search |
? or CMD+/ | Show all keyboard shortcuts |
CMD+K | Open command palette |
J / ↓ | Navigate to next ticket |
K / ↑ | Navigate to previous ticket |
G + T | Go to Tickets |
G + W | Go to Workflows |
G + S | Go to Settings |
Command Palette
Press CMD+K (or Ctrl+K on Windows/Linux) to open the command palette. The command palette provides quick access to navigation, actions, and search from anywhere in Serval — type to find tickets, workflows, teams, or run commands without navigating through menus.
Keyboard Navigation Between Tickets
When viewing a ticket list, use J or ↓ to move to the next ticket, and K or ↑ to move to the previous ticket. When you navigate back to the list, Serval returns you to the same position in the list.Search
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:ticketorstatus:opento narrow results