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

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How feedback works

When a ticket is marked as Done, Serval can automatically request feedback from the ticket requester. Serval supports two feedback formats:
  • Thumbs up/down: Simple positive or negative
  • Star rating: 1-5 star scale
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.

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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.

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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 feedback format (Thumbs up/down or Star rating)
  • Choose when to request Serval feedback (Meaningful tickets or All tickets)
  • Set collection frequency
  • Review all feedback received by the team

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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 feedback format

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

Set collection frequency

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

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How users provide feedback

When a ticket is eligible, Serval sends the requester a feedback prompt. For Thumbs up/down, the requester sees thumbs up and thumbs down buttons. For Star rating, the requester selects a score and can optionally leave a comment. The message is only visible to the requester. After responding, the message updates with a confirmation.
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.

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Viewing feedback

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On individual tickets

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

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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.

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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.