> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Teams

> How teams organize work in Serval—workflows, access, automations, routing, permissions, and creating your first team.

Serval is organized around **teams**. A team represents a group that handles a specific type of request—like IT Support, Security, or HR.

<Warning>
  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.
</Warning>

## 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.

## Multiple teams

Most organizations use several teams, matched to the kinds of requests they handle:

| Team                | Handles                               |
| ------------------- | ------------------------------------- |
| **IT Support**      | Hardware, software, general IT issues |
| **Security**        | Access reviews, security incidents    |
| **HR / People Ops** | Onboarding, offboarding, HR questions |
| **Finance**         | Expense reports, procurement          |

<Tip>
  Start with one team (usually IT Support) and add more as you scale. You can reorganize later.
</Tip>

## Creating your first team

1. Go to **Settings** → **Teams**
2. Click **Create Team**
3. Enter a name and prefix (for example **IT** for IT Support)
4. Add team members and assign roles (Agent or Manager)

Once you have a team, you can configure workflows, access, Skills, knowledge, integrations, and other team-scoped automations for that team.

For how teams appear in the sidebar and how to navigate between them, see [Platform orientation](/sections/documentation/platform/platform-orientation). For **Settings** on a specific team (channels, SLAs, labels, capabilities), see [Team settings](/sections/documentation/platform/team-settings).