Channels
Configure how your team receives requests:- Slack: Connect Slack channels and configure the help desk agent
- Email: Set up email intake addresses
- Ticket Links: Customize ticket URL format
Capabilities
Control which Serval products are enabled for this team:- Toggle specific capabilities on or off (for example Workflows, Access Management, Knowledge Base, Help Desk Agent Web Search)
- Disabled capabilities are hidden from the team’s sidebar and settings
- Use this to keep team interfaces focused on the features they actually use
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
Visibility
In Team Settings → Capabilities, turn Team Visibility off to hide this team from requester-facing team selectors (web new request and chat) and from automatic routing. Team members can still open the team directly.Assignment
Configure how tickets get assigned:- Define assignment rules and default assignment
- Use assignment groups as owning groups on tickets
- Choose Round-robin or Human triage for group member assignment
Statuses
Customize ticket statuses for your team’s workflow:- Add custom statuses
- Reorder statuses
- Set default status for new tickets
Priorities
Configure priority levels:- Customize priority names and colors
- Set default priority
Labels
Create labels to categorize tickets:- Add custom labels with colors
- Labels help with filtering and reporting
SLA
Set service level agreement rules:- Define response time targets by priority
- Define resolution time targets
- Configure business hours for SLA calculations
Feedback
Configure customer satisfaction surveys:- Enable/disable CSAT surveys
- Customize survey timing
Access profiles
Define who can request access to what:- Create profiles that control access eligibility
- Link profiles to specific applications or roles
CSV import
Import data in bulk:- Upload CSV files for bulk operations
- View import history
Assets
Configure asset management for this team:- Enable/disable asset tracking
- Configure asset schemas
Quick reference (team)
For org-wide tasks (invite users, create teams, SSO, API keys), use the table in Organization settings and security.