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Serval is organized around teams. A team represents a group that handles a specific type of request—like IT Support, Security, or HR.
You must create at least one team before you can set up most product capabilities. Teams are where the majority of configuration happens—including automations, access, knowledge, and connected apps.

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Why teams matter

  • Most team-scoped work lives on a team. That includes workflows, access (access requests, policies, and provisioning tied to the team), Skills, knowledge, integrations, and the majority of other automations—each team has its own set of tools and connections.
  • 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.

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Multiple teams

Most organizations use several teams, matched to the kinds of requests they handle:
Start with one team (usually IT Support) and add more as you scale. You can reorganize later.

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Creating your first team

  1. Go to Settings → Teams
  2. Click Create Team
  3. Enter a name and description, then choose the ticket routing scope
  4. Add team members and assign roles (Agent or Manager)
  5. Click Create, or Continue if guided setup is enabled for your organization
Once you have a team, you can configure workflows, access, Skills, knowledge, integrations, and other team-scoped automations for that team.

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Guided team setup

If guided setup is enabled for your organization, enter your team details, choose a color, and add members on Team details. Click Continue to open Team setup. Under Start from, choose IT team, HR team, Security team, or Custom, then adjust capabilities and ticket types. Knowledge Base is optional: it starts enabled for IT, HR, and Security, and disabled for Custom. Requests and Tasks are always enabled. Click Create a team to save your choices. For how teams appear in the sidebar and how to navigate between them, see Platform orientation. For Settings on a specific team (channels, SLAs, labels, capabilities), see Team settings.