What Serval Can Suggest
New Guidance
Document procedures for handling specific request types
Guidance Updates
Improve existing guidance based on new patterns
New Workflows
Automate repetitive tasks Serval has identified
Workflow Installations
Pre-built workflows that match your needs
App Connections
Integrations that could enhance your automations
Knowledge Updates
Articles to add or update in your knowledge base
Review AI-generated suggestions to improve your help desk automations
Where to Find Suggestions
Suggestions appear in two places:In Guidance
When you open your team’s Guidance section, a suggestions panel appears if there are pending suggestions. Click Review to expand and see the details.In Workflows
On the Workflows page, click the Review Suggestions button in the header to see pending workflow and automation suggestions.Reviewing Suggestions
When you open suggestions, you’ll see:- Suggestion List — All pending suggestions on the left
- Suggestion Detail — The selected suggestion’s content on the right
- Source Info — The ticket(s) that triggered this suggestion
| Action | What It Does |
|---|---|
| Accept | Creates the guidance, workflow, or connection automatically |
| Edit & Accept | Modify the suggestion before accepting |
| Dismiss | Remove the suggestion (won’t be shown again) |
Dismissed suggestions are saved in history so you can review past decisions.
How Suggestions Work
- Serval analyzes tickets — As tickets come in, Serval looks for patterns
- Patterns trigger suggestions — When Serval sees repeated questions or manual processes, it creates a suggestion
- You review and decide — Accept helpful suggestions, dismiss ones that don’t fit
- Your help desk improves — Accepted suggestions become active guidance or workflows
Best Practices
Review suggestions regularly
Review suggestions regularly
Check suggestions at least weekly. The more you accept, the more Serval learns about what’s useful for your team.
Edit before accepting
Edit before accepting
Suggestions are starting points. Edit the guidance or workflow to match your exact processes before accepting.
Dismiss confidently
Dismiss confidently
If a suggestion isn’t relevant, dismiss it. Serval won’t suggest the same thing again, and you can always create guidance manually later.
Check the source tickets
Check the source tickets
Review the tickets that triggered a suggestion to understand the context before accepting.
Suggestion History
View past suggestions—including accepted and dismissed ones—by clicking History in the suggestions panel. This helps you:- Track what automations came from suggestions
- Revisit dismissed suggestions if your needs change
- Audit how Serval’s recommendations have shaped your help desk