Team settings - Serval Documentation

Team settings apply to one team at a time. Open a team, then click Settings in the sidebar. Changing most settings requires the Team Manager role. Settings are grouped into General, Access, Ticketing, and Infrastructure. Some sections appear only when the related capability or feature is enabled for your team, so your list may be shorter than the one below. For organization-wide options (users, teams, groups, Security (SSO, SCIM, domains), API keys, and audit logs), see Organization settings and security.

General

Section	What it configures
Your Team	Team name, prefix, description, and color, plus the team’s Users and Groups
Roles	Custom team roles that grant a tailored set of permissions (if enabled)
Capabilities	Per-team product toggles: turn features like Knowledge Base, Databases, Campaigns, Journeys, and Help Desk Agent Web Search on or off. Disabled capabilities are hidden from the team’s sidebar
Catalyst	Catalyst settings for building workflows and skills
Notifications	Default notification behavior for the team
Schedules	Business-hours schedules used by assignment and SLAs
Archives	Archived tickets and campaigns
Recently deleted	Restore recently deleted tickets (if enabled)
Tags	The team’s tag catalog

User custom fields is an organization-wide setting owned by a single team, the team that ingests users for your organization. On other teams the toggle is disabled and names the owning team. Turn it off there first to change ownership.

Access

Section	What it configures
Access Policies	Team access policies: approvals, expiration, and business justification
Access Profiles	access profiles that control who can request which roles
Review Policies	Access-review policies (if enabled)
Team Links	Authorize promotions between teams (if enabled)
Promotions	History and review of promoted configuration between teams (if enabled)
API Keys	Team-scoped API keys a Team Manager can create, list, and revoke without an org admin

Ticketing

Section	What it configures
Channels	How the team receives requests: Slack and email intake
Help Desk Agent	How the help desk agent handles follow-ups and escalation
Evaluations	Simulate and evaluate the help desk agent (Beta)
Statuses	Custom ticket statuses and the default for new tickets
Priorities	Ticket priorities, colors, and defaults
Categories	Ticket categories
Ticket types	Ticket types and their custom fields (formerly Custom Fields)
SLA Rules	Service-level targets by priority, with business hours
Labels	Ticket labels for filtering and reporting
Ticket Visibility	Visibility groups that limit which agents can see a set of tickets (if enabled)
Reference Documents	A catalog of files the agent can attach to replies (if enabled)
Document Templates	Templates for document-signing workflows (if enabled)
Assignment	Assignment rules and default assignment, including assignment groups
Feedback	Customer-satisfaction (CSAT) surveys

The Help Desk Agent settings include a Help Desk Agent Name field that overrides your organization’s agent name for this team’s replies, prompts, and notifications. Leave it blank to inherit the org-wide name. An org admin must first enable per-team agent names in Admin settings.

Infrastructure

Section	What it configures
Workers	Self-hosted worker credentials and management (if self-hosted workers are enabled)

Quick reference (team)

I want to…	Go to…
Add someone to my team	Settings → Your Team
Configure Slack or email intake	Settings → Channels
Set up assignment rules and groups	Settings → Assignment
Set SLA targets	Settings → SLA Rules
Create ticket labels	Settings → Labels
Turn a product on or off for the team	Settings → Capabilities

For org-wide tasks (invite users, create teams, SSO, API keys), use the table in Organization settings and security.

​General

​Access

​Ticketing

​Infrastructure

​Quick reference (team)

General

Access

Ticketing

Infrastructure

Quick reference (team)