Team settings

Team settings apply to one team at a time. Open a team, then use the gear icon or Settings (only Team Managers can change these). For organization-wide options—users, teams list, groups, Security (SSO, SCIM, domains), API keys, and audit logs—see Organization settings and security.

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Channels

Configure how your team receives requests:

• Slack — Connect Slack channels and configure the help desk agent
• Email — Set up email intake addresses
• Phone — Configure phone support (if enabled)
• Ticket Links — Customize ticket URL format

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Capabilities

Control which Serval products are enabled for this team:

• Toggle specific capabilities on or off (for example Workflows, Access Management, Knowledge Base)
• Disabled capabilities are hidden from the team’s sidebar and settings
• Use this to keep team interfaces focused on the features they actually use

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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

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Assignment

Configure how tickets get assigned:

• Create assignment groups
• Set up round-robin or load-balanced assignment
• Define assignment rules

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Statuses

Customize ticket statuses for your team’s workflow:

• Add custom statuses
• Reorder statuses
• Set default status for new tickets

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Priorities

Configure priority levels:

• Customize priority names and colors
• Set default priority

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Labels

Create labels to categorize tickets:

• Add custom labels with colors
• Labels help with filtering and reporting

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SLA

Set service level agreement rules:

• Define response time targets by priority
• Define resolution time targets
• Configure business hours for SLA calculations

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Feedback

Configure customer satisfaction surveys:

• Enable/disable CSAT surveys
• Customize survey timing

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Access Profiles

Define who can request access to what:

• Create profiles that control access eligibility
• Link profiles to specific applications or roles

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CSV Import

Import data in bulk:

• Upload CSV files for bulk operations
• View import history

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Assets

Configure asset management for this team:

• Enable/disable asset tracking
• Configure asset schemas

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Quick reference (team)

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