Viewing Your Requests
In Slack or Teams
If you submitted your request in Slack or Teams, all updates appear in the same thread:- Status changes (e.g., “In Progress”, “Resolved”)
- Messages from support team members
- Requests for additional information
- Resolution details
In the Web App
For a complete view of all your requests:- Go to app.serval.com
- Navigate to My Requests
- See all your tickets with current status
Understanding Request Status
Your request moves through different stages as it’s being handled:| Status | What It Means |
|---|---|
| New | Your request was received and is awaiting review |
| In Progress | A team member or Serval is actively working on it |
| Waiting on You | The team needs more information from you |
| Resolved | Your request has been completed |
| Canceled | The request was closed without completion |
Status names may vary depending on how your organization has configured their ticketing workflow.
Adding Information to a Request
If you need to provide more details or the team asks for additional information:In Slack or Teams
Simply reply in the same thread where you submitted the request. Your message will be added to the ticket.In the Web App
- Open your request from My Requests
- Type your message in the conversation area
- Send to add it to the ticket
Common Actions
Check when your request will be resolved
Check when your request will be resolved
Look for the SLA indicator on your ticket. This shows the expected resolution timeframe based on priority. Higher priority requests are resolved faster.
Escalate an urgent request
Escalate an urgent request
If your request is time-sensitive, reply in the thread or ticket and explain the urgency. Include details like:
- Why it’s urgent
- What deadline you’re facing
- Who else is impacted
Close a request yourself
Close a request yourself
If your issue resolved itself or you no longer need help, let the team know by replying “This is no longer needed” or “I figured it out, thanks!” The team will close the request.
Reopen a resolved request
Reopen a resolved request
If your issue comes back after being marked resolved, reply to the original thread or ticket. The request will be reopened for the team to investigate.
Getting Help Faster
Respond quickly
When the team asks for information, responding promptly keeps your request moving forward
Be available
If you’ll be out of office, mention it so the team can plan accordingly
Provide context
Screenshots, error messages, and specific details help the team resolve issues faster
Rate your experience
When asked for feedback, your response helps improve the support process