> ## 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.

# Always-Used Skills

> Ensure the help desk agent follows essential skills on every ticket

Set important Skills as "always-used" to ensure the help desk agent includes them when responding to every ticket—not just tickets that match the skill description.

## When to Use

Always-used skills are ideal for:

* **Tone of voice** — Define how the agent interacts with users
* **Ticket assignment rules** — Assign to specific owners based on content
* **Compliance requirements** — Guarantee data protection on all requests
* **Security protocols** — Ensure incident response procedures are followed

## How to Enable

Toggle **Always use** when creating or editing a skill.

<Note>
  When an always-used skill shapes the agent's response on a ticket, it appears in that ticket's **Relevant Skills**, even when the agent didn't cite it directly. This lets you see which mandatory skills were in effect.
</Note>

<Tip>
  Keep always-used skills focused on universal rules. Too many always-used items can slow response quality—reserve it for skills that truly apply to every conversation.
</Tip>