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

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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. 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
Settings & Analytics Click the organization name at the top of the sidebar to access:

Analytics

Dashboards with ticket volume, resolution rates, and SLA performance

Org settings & security

Users, teams, SSO, SCIM, domains, API keys, audit
Only Org Admins can open organization settings. Per-team options (channels, SLAs, labels, and more) are in each team’s Settings—see Team settings.
Organization Menu Click your name at the bottom of the sidebar to access:

Theme

Switch between light, dark, or system 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.

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Teams: how Serval is organized

Serval is built around teams—groups that own a slice of work (for example IT Support, Security, or HR). Workflows, access, guidance, knowledge, integrations, and the majority of other automations are configured per team. Tickets are routed to teams, and permissions are team-based (you might be a Manager on one team and an Agent on another).
You need at least one team before you can set up most team-scoped capabilities (workflows, access, guidance, automations, and similar).

Teams

Read Teams for why teams matter, typical examples (IT, Security, HR, Finance), and step-by-step help to create your first team.

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Quick Actions

Common tasks you can do from anywhere in Serval:
ShortcutAction
CCreate new ticket
WCreate new workflow
/Open search
? or CMD+/Show all keyboard shortcuts
CMD+KOpen command palette
J / ↓Navigate to next ticket
K / ↑Navigate to previous ticket
G + TGo to Tickets
G + WGo to Workflows
G + SGo to Settings

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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.

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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. The global search bar (press /) finds tickets, workflows, users, and settings across your entire Serval instance.

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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.