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Stay on top of your tickets with notifications for assignments, mentions, replies, and workflow updates. Configure notifications to match how you work.

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Notification Types

Serval sends notifications for key events:

Ticket Assigned

When you are assigned to a ticket

User Mention

When you are mentioned in a ticket or comment

New Ticket Reply

When someone replies to a ticket

Workflow Run Approved

When a workflow run is approved

Workflow Run Rejected

When a workflow run is rejected

Suggestion Set Created

When a suggestion set is created

Access Request Approved

When an access request is approved

Access Request Rejected

When an access request is rejected

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Notification Channels

Receive notifications where you work:

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Slack

Notifications appear as direct messages from Serval:
  • Receive notifications for configured events
  • Click through to open tickets in Serval

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Email

Receive email notifications for ticket activity:
  • Individual emails for important events
  • Click links to jump directly to tickets in Serval

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Assignment Notification Settings

Ticket assignment notifications can be configured at three levels:
  1. Personal — Each user controls their own assignment notification preferences
  2. Team — Team managers set default assignment notification behavior for the team
  3. Org-wide — Organization admins configure default assignment notifications across all teams
At each level, you can choose the delivery channel:
  • Slack — Receive assignment notifications as Slack DMs
  • Email — Receive assignment notifications via email
  • Both — Receive on both channels
Personal settings override team defaults, which override org-wide defaults.

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Configuring Notifications

Serval uses a two-level notification system: team-wide defaults and individual user preferences.

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Team Default Notification Settings

Admins configure default notification preferences for the entire team. These defaults apply to all team members unless they create personal overrides.
1

Navigate to team settings

Go to Team Settings → Notifications in the sidebar.
2

Configure Slack notifications

Toggle which events trigger Slack notifications:
  • Workflow Run Approved — When a workflow run is approved
  • Workflow Run Rejected — When a workflow run is rejected
  • New Ticket Reply — When someone replies to a ticket
  • User Mention — When you are mentioned in a ticket or comment
  • Suggestion Set Created — When a suggestion set is created
  • Ticket Assigned — When you are assigned to a ticket
  • Access Request Approved — When an access request is approved
  • Access Request Rejected — When an access request is rejected
3

Configure Email notifications

Choose which events also send email notifications. Most teams enable fewer email notifications than Slack to reduce inbox noise.
4

Save default settings

Click Save to apply these defaults to all team members.
Users can override these team defaults in their personal settings. Changes to team defaults do not affect users who have created personal overrides.

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Personal Notification Preferences

Users can customize their own notification preferences to override team defaults.

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Update Your Personal Settings

1

Open your settings

Click your name in the sidebar and select Notifications.
2

Override team defaults

Toggle notification types on or off for both Slack and Email channels. Your personal preferences will take precedence over team defaults.
3

Save your preferences

Click Save to apply your personal notification settings.
Changes take effect immediately. Test by having a teammate assign you a ticket or mention you to confirm your settings work as expected.

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Admin: Managing Specific User Notifications

Admins can view and manage notification settings for individual users when troubleshooting or setting up new team members.

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View or Update a User’s Notifications

1

Navigate to Users

Go to Users in the sidebar.
2

Select the user

Find and click on the user you want to manage.
3

Open Notifications tab

Click the Notifications tab to view their current settings.
4

Adjust their preferences

Update which notification types and channels apply to this user.
5

Save changes

Click Save to apply the updated settings.
When admins update a user’s notification settings, those changes override team defaults. Users can still modify their own settings afterward.

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When to Manage User Notifications

  • Onboarding — Verify new team members have appropriate notification settings
  • Role changes — Update notifications when someone changes teams or responsibilities
  • Troubleshooting — Help users who report missing or excessive notifications
  • Coverage — Temporarily enable notifications for backup coverage during PTO

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Best Practices

Start with essential notifications (assignments, mentions) and add more only if needed. Too many notifications leads to alert fatigue.
Configure Slack notifications for time-sensitive items like assignments and workflow approvals. Use email for less urgent updates.

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Troubleshooting

  • Ensure Serval app is installed in your Slack workspace
  • Check that you haven’t muted the Serval DM
  • Verify Slack notifications are enabled in Serval settings
  • Confirm the specific event type is enabled in your notification preferences
  • Review and disable notification types you don’t need in your settings
  • Consider enabling fewer events for Email vs Slack
  • Adjust team default settings if the entire team is over-notified
  • Check your spam/junk folder for Serval emails
  • Verify Email notifications are enabled in your settings
  • Confirm your email address is correct in your user profile