Why Serval Ticketing
- Unified inbox - Manage requests from any source — Slack, Teams, email, and other input portals — in one place
- AI-powered triage - Serval automatically categorizes, prioritizes, and routes tickets
- Automatic resolution - The help desk agent routes requests to the right automation to resolve them without human intervention
- Smart escalation - Complex issues are surfaced to the right team member with full context
- Flexible views - Switch between list and board layouts to match how your team works
- External sync - Sync with your existing ticketing system to keep both platforms in sync
Getting Started
Quickstart
Get up and running with Serval ticketing in minutes
Resolving Tickets
Guide to working through tickets from first response to resolution
Manage & Collaborate
Tools for support teams to manage tickets and work together effectively.Update Ticket Properties
Change status, priority, assignee, and labels
Filter & Sort
Find tickets with filters, saved views, and search
Feedback
Collect and manage feedback from requesters
Notifications
Configure alerts for assignments, updates, and SLAs
Ticket Configuration
Configure how tickets are categorized, prioritized, and routed.The Serval Ticket
Understand ticket anatomy, properties, and all configuration options
Ticket Types
Requests vs incidents
Statuses
Custom workflow stages
Priorities
Urgency levels
SLAs
Response & resolution times
Assignment
Configure assignment rules
Labels
Custom tags for categorization
Tasks
Break tickets into sub-items
Sync External Systems
Connect to your existing ticketing system
Reporting & Insights
Track performance and identify trends.For Employees
Employees can submit and track their own requests through any connected channel.Submit a Request
How to create tickets and get help from support teams
Track Your Requests
View status updates and manage submitted requests