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Serval handles two levels of routing: getting tickets to the right team, and then assigning them to the right person within that team.

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Team Routing

Most channels are tied to a single team, so tickets from that channel go directly to that team. Routing only comes into play when a channel is connected to multiple teams or when a ticket is submitted without a team specified.

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When Routing Happens

  • Multi-team channels — If a channel serves multiple teams, Serval uses AI to analyze the ticket content and route it to the best-fit team based on team descriptions
  • Web app without a team selected — When a requester submits via the web app without choosing a team, Serval routes based on content
Write detailed team descriptions so AI routing can accurately match requests. Include the types of issues your team handles and relevant keywords.

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Manual Routing

Requesters can manually select a team when submitting via the web app, and team members can transfer tickets between teams at any time.

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Assignment

Once a ticket reaches a team, it’s assigned to Serval AI by default. Serval works the ticket automatically until it either resolves it or escalates to a human.

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How Escalation Assignment Works

When a ticket is escalated to a human — either by the AI or manually — assignment is determined by your assignment rules. You can configure category-based rules that map ticket topics to groups, and Serval will assign to the right person automatically. If no assignment rules are configured, escalated tickets remain unassigned until someone manually claims them.

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Assignment Reasons

Hover over a ticket’s assignee to see the reasoning behind the assignment. Serval displays why a particular person was assigned, such as:
  • Workload balancing — Assigned based on current ticket load
  • Expertise matching — Assigned based on skills or category rules
  • Manual selection — Assigned by a specific team member
This transparency helps teams understand routing decisions and identify when assignment rules need tuning.

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Manual Assignment

Tickets can be manually assigned or reassigned at any time from the list view, detail view, or chat. See Updating Ticket Properties for details.

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Cross-Team Transfers

Transfer tickets to a different team when needed:
  1. Open the ticket
  2. Click Transfer to Team
  3. Select the destination team
The ticket gets a new number in the destination team’s numbering system. Redirects are created so references to the old ticket number still work.
When you transfer a ticket, it leaves your team’s queue. The new team becomes responsible for resolution.

Assignment Rules

Configure category-based assignment rules

Update Ticket Properties

How to manually assign and reassign tickets