Skip to main content
Gather feedback from employees on how well Serval handled their support requests. Use this data to measure AI performance and identify areas for improvement.

​
How feedback works

When a ticket is marked as Done, Serval can automatically request feedback from the ticket requester. Pick a rating scale:
  • Thumbs up/down: Simple positive or negative
  • Star rating: 1-5 star scale
Either scale can also ask for a written comment and accept file uploads, so requesters can send a screenshot or photo with their rating. Both are always optional for the requester — they can send a rating alone. Feedback responses are recorded on the ticket and aggregated in team analytics.
Feedback collection is disabled by default and must be enabled for each team in the feedback portal.

​
Eligibility

Not all resolved tickets receive feedback requests. A ticket must meet these criteria:
  • Feedback is enabled for your team
  • Feedback hasn’t already been requested for this ticket
  • The ticket passes the sampling rate filter (if less than 100%)
Serval only requests feedback once per ticket.

​
The feedback portal

Each team has a dedicated feedback portal where managers can configure collection behavior. Go to Team Settings → Feedback to access it. The feedback portal lets you:
  • Enable or disable feedback for the team
  • Choose the rating scale (Thumbs up/down or Star rating)
  • Choose whether to also ask for a written comment
  • Choose whether to accept file attachments
  • Choose when to request Serval feedback (Meaningful tickets or All tickets)
  • Set collection frequency
  • Review all feedback received by the team

​
Setting up feedback

1

Navigate to feedback settings

Go to Team Settings → Feedback.
2

Enable feedback requests

Toggle on Request Feedback on Serval’s Performance.When collecting Serval feedback, set Request feedback for Serval when to Meaningful tickets or All tickets.
3

Choose a rating scale

Select the type of rating to collect:
  • Thumbs up/down: Simple positive or negative
  • Star rating: 1-5 star scale
4

Decide whether to ask for a comment

Toggle on Also ask for a comment to add an optional comment box alongside the rating. It works with either rating scale.
5

Decide whether to accept files

Toggle on Allow file attachments to let requesters attach screenshots or photos. It works with either rating scale, with or without a comment box.
6

Set collection frequency

Choose how often to request feedback from eligible tickets:
  • Rarely (10%)
  • Sometimes (25%)
  • Often (50%)
  • Usually (75%)
  • Always (100%)

​
How users provide feedback

When a ticket is eligible, Serval sends the requester a feedback prompt. In Slack, the requester answers in a single click — a thumb or a score — and the confirmation that replaces the prompt lets them go back in: Change rating when the team collects ratings only, or Add comment or edit when it also collects comments. In the Serval web app, a prompt that collects neither a comment nor files submits on the click. Otherwise the requester picks a rating, adds an optional comment and any files, and then submits. Files attached in Slack come through the feedback modal (the same one behind Add comment or edit), and are limited to 5 files of 8 MB each — Slack gives Serval about three seconds to store them before the modal closes. The web app takes files up to 50 MB. Attachments appear on the ticket alongside the rating and in the feedback portal. The message is only visible to the requester. After responding, the message updates with a confirmation. Custom Slack apps can opt in to requester-initiated feedback. Your app administrator must manually register a command such as /serval-feedback using the same webhook base URL as the app’s existing slash command, with the path /slack/commands/feedback. Slack reserves /feedback for its own support command. The standard Serval app and generated app manifests don’t register the feedback command. Once configured, your feedback command opens a feedback modal for your ten most recent tickets on teams that collect feedback, including tickets filed on your behalf. Select a ticket and wait for its rating form to load before submitting. Switching tickets resets the form to the selected ticket’s saved feedback. The rating scale, optional comment box, and file input follow the selected ticket’s team settings. Submitting replaces your existing rating for that feedback target. Feedback must be enabled for the team, but automatic sampling and lifecycle rules don’t apply to volunteered ratings. In Microsoft Teams, /feedback replies that the command isn’t available there yet.
Feedback requests are currently only sent via Slack. Feedback responses can be viewed in the Serval web app on individual tickets and in team analytics.

​
Submit feedback through the API

Use POST /v2/tickets/{ticket_id}/feedback to record an answer from a customer portal or survey integration. The caller needs permission to update the ticket. Send either a thumbs response with is_positive or a detailed response with star_rating from 1 to 5. The response must match the team’s configured rating scale. Both support optional text_feedback.
The answer defaults to the ticket requester. API keys and workers can provide user_id to submit on another user’s behalf; an authenticated user can only submit their own feedback. You can submit feedback even if Serval hasn’t requested it. Submitting again updates the user’s newest feedback entry on the ticket. Omitting the comment preserves an existing comment. The response contains the recorded feedback. Use GET /v2/ticket-feedback to list recorded feedback. Submissions also trigger Ticket feedback submitted workflows.

​
Viewing feedback

​
On individual tickets

Feedback appears in the ticket detail view once submitted. The rating and timestamp are shown.

​
Team analytics

The analytics dashboard includes an AI Feedback chart when feedback is enabled for your team. It shows the overall positive feedback percentage and trends over time.

​
Frequently asked questions

With Meaningful tickets, only tickets with significant Serval interaction (2+ Serval messages, or 1 workflow run and 1 message) qualify. With All tickets, feedback is requested for every resolved ticket where your team collects Serval feedback, regardless of how much Serval was involved. Sampling below 100% and the once-per-ticket limit also apply.
Not currently. The feedback request is standardized across all teams.
Yes. Toggle off the feedback setting at any time. This stops new feedback requests but preserves existing feedback data.
No. Feedback is purely for reporting and analytics.