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
Adding an internal note to a ticket sends the ticket’s assignee a New Ticket Reply notification. Only the assignee is notified — the requester and other subscribers are not, since internal notes stay private to members of your workspace. Because notes never sync into a connected external thread, the assignee is notified even on externally connected (for example, Slack) tickets.
Notification Channels
Receive notifications where you work:Slack
Notifications appear as direct messages from Serval:- Receive notifications for configured events
- Assignment, reply, and mention DMs show the ticket title on the card, so you can see which ticket a message is about
- Click through to open tickets in Serval
- Individual emails for important events
- Click links to jump directly to tickets in Serval
Assignment Notification Settings
Ticket assignment notifications can be configured at three levels:- Personal — Each user controls their own assignment notification preferences
- Workspace — Workspace managers set default assignment notification behavior for the workspace
- Org-wide — Organization admins configure default assignment notifications across all workspaces
- Slack — Receive assignment notifications as Slack DMs
- Email — Receive assignment notifications via email
- Both — Receive on both channels
Personal settings override workspace defaults, which override org-wide defaults.
Configuring Notifications
Serval uses a two-level notification system: workspace-wide defaults and individual user preferences.Workspace Default Notification Settings
Admins configure default notification preferences for the entire workspace. These defaults apply to all workspace members unless they create personal overrides.1
Navigate to workspace settings
Go to Settings → Notifications.
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 workspace members.
Users can override these workspace defaults in their personal settings. Changes to workspace defaults do not affect users who have created personal overrides.
Personal Notification Preferences
Users can customize their own notification preferences to override workspace defaults.Update Your Personal Settings
1
Open your settings
Click your name in the sidebar to open your profile, then select the Notifications tab.
2
Override workspace defaults
Toggle notification types on or off for both Slack and Email channels. Your personal preferences will take precedence over workspace defaults.
3
Save your preferences
Click Save to apply your personal notification settings.
Admin: Managing Specific User Notifications
Admins can view and manage notification settings for individual users when troubleshooting or setting up new workspace members.View or Update a User’s Notifications
1
Navigate to Users
In the Organization workspace, open Settings → Users.
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 workspace defaults. Users can still modify their own settings afterward.
When to Manage User Notifications
- Onboarding — Verify new workspace members have appropriate notification settings
- Role changes — Update notifications when someone changes workspaces or responsibilities
- Troubleshooting — Help users who report missing or excessive notifications
- Coverage — Temporarily enable notifications for backup coverage during PTO
Best Practices
Don't over-notify
Don't over-notify
Start with essential notifications (assignments, mentions) and add more only if needed. Too many notifications leads to alert fatigue.
Use Slack for urgent items
Use Slack for urgent items
Configure Slack notifications for time-sensitive items like assignments and workflow approvals. Use email for less urgent updates.
Troubleshooting
Not receiving Slack notifications
Not receiving Slack notifications
- 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
Too many notifications
Too many notifications
- Review and disable notification types you don’t need in your settings
- Consider enabling fewer events for Email vs Slack
- Adjust workspace default settings if the entire team is over-notified
Not receiving email notifications
Not receiving email notifications
- 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