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Keep tickets organized by updating properties as you work. Update from the ticket list, the detail view Properties panel or header pills, or by asking Serval in the conversation.

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From list view

Click the property control in the row to update without opening the ticket:

Status

Move tickets between workflow stages
Status dropdown

Priority

Adjust urgency level
Priority dropdown

Assignee

Reassign to a team member
Assignee dropdown

Labels

Add or remove labels. In narrow or sidebar list layouts, labels are display-only. Edit them from the ticket detail view.
Labels dropdown
Updating from list view is the fastest way to triage multiple tickets quickly. In board view, drag tickets between columns to change status.

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From detail view

Open a ticket and update properties from the Properties panel on the right, or from the property pills in the page header when the panel is closed:
  • Click any property to open its menu. Changes save automatically.
  • Set Assignment group to choose the ticket’s owning assignment group. This is separate from the individual assignee.
  • On smaller screens, use Open properties for the full panel.
  • Changes appear in the Activity timeline in the conversation.

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From chat

Use natural language or @ mentions directly in the ticket conversation: Change status:
  • “Mark as resolved”
  • “Set status to in progress”
Reassign:
  • “Assign this to @sarah”
  • “@john can you take this?”
Set priority:
  • “Set priority to high”
  • “This is urgent”
Add labels:
  • “Add the billing label”
Using @ mention to reassign

Reassigning via @ mention

Serval understands natural language, so you don’t need to use exact commands. Just describe what you want to change.

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Quick reference

✓ = visible in that surface; — = not shown. In Chat, changes appear in the Activity timeline.

The Serval Ticket

Learn about all ticket properties

Resolving Tickets

Guide to working through tickets