> ## 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.

# AI suggestions

> Let Serval analyze your tickets and suggest improvements

Serval continuously learns from your ticket patterns and suggests ways to improve your help desk. When Serval identifies an opportunity for an automation from a ticket that was manually resolved, it creates a suggestion for you to review. This allows Serval to automate the automation and scale your Serval instance even faster.

## What Serval can suggest

<CardGroup cols={2}>
  <Card title="New skills" icon="compass" href="/sections/documentation/skills/overview">
    Document procedures for handling specific request types
  </Card>

  <Card title="Skill updates" icon="pen" href="/sections/documentation/skills/overview">
    Improve existing skills based on new patterns
  </Card>

  <Card title="New workflows" icon="wand-magic-sparkles" href="/sections/documentation/workflows/overview">
    Automate repetitive tasks Serval has identified
  </Card>

  <Card title="Workflow installations" icon="download" href="/sections/documentation/workflows/Configure/installable">
    Pre-built workflows that match your needs
  </Card>

  <Card title="App connections" icon="plug" href="/sections/integrations/overview">
    Integrations that could enhance your automations
  </Card>

  <Card title="Knowledge updates" icon="book" href="/sections/documentation/knowledge-base/overview">
    Add articles in **Notion**, **Confluence**, **Freshservice**, and **ServiceNow**, or update articles in **Slab**
  </Card>
</CardGroup>

## Where to find suggestions

Suggestions appear in two places:

### In Skills

When you open your team's **Skills** 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.

<Tip>
  Both locations show the same suggestions—use whichever is most convenient.
</Tip>

## Reviewing suggestions

When you open suggestions, you'll see:

1. **Suggestion List** — All pending suggestions on the left
2. **Suggestion Detail** — The selected suggestion's content on the right
3. **Source Info** — The ticket(s) that triggered this suggestion

For each suggestion, you can:

| Action            | What It Does                                                                                          |
| ----------------- | ----------------------------------------------------------------------------------------------------- |
| **Accept**        | Creates the skill, workflow, or connection, or publishes a knowledge update into the connected source |
| **Edit & Accept** | Modify the suggestion before accepting                                                                |
| **Dismiss**       | Remove the suggestion (won't be shown again)                                                          |

<Note>
  Dismissed suggestions are saved in history so you can review past decisions.
</Note>

## Suggestions for always-used skills

Serval may suggest marking specific skills as "always-used" when it identifies instructions that should apply to every conversation — for example, compliance reminders, security procedures, or standard routing rules. Review these suggestions carefully, as always-used skills are included in every ticket resolution.

***

## How suggestions work

1. **Serval analyzes tickets** — As tickets come in, Serval looks for patterns
2. **Patterns trigger suggestions** — When Serval sees repeated questions or manual processes, it creates a suggestion. This includes suggestions to create custom workflows, install pre-built workflows, and connect new applications.
3. **You review and decide** — Accept helpful suggestions, dismiss ones that don't fit
4. **Your help desk improves** — Accepted suggestions become active skills or workflows

## Best practices

<AccordionGroup>
  <Accordion title="Review suggestions regularly">
    Check suggestions at least weekly. The more you accept, the more Serval learns about what's useful for your team.
  </Accordion>

  <Accordion title="Edit before accepting">
    Suggestions are starting points. Edit the skill or workflow to match your exact processes before accepting.
  </Accordion>

  <Accordion title="Dismiss confidently">
    If a suggestion isn't relevant, dismiss it. Serval won't suggest the same thing again, and you can always create a skill manually later.
  </Accordion>

  <Accordion title="Check the source tickets">
    Review the tickets that triggered a suggestion to understand the context before accepting.
  </Accordion>
</AccordionGroup>

## Suggestion history

View all past suggestions — including accepted and dismissed ones — by clicking the **History** tab in the suggestions panel. The history view shows every AI-generated suggestion with its outcome, so you can:

* Track what automations came from suggestions
* Revisit dismissed suggestions if your needs change
* Audit how Serval's recommendations have shaped your help desk
* Review the full timeline of accepted and dismissed suggestions across skills, workflows, and integrations