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
Ticket Types
Serval supports five ticket types:Request
Fulfillment work like access, equipment, and service requests
Incident
Service issues where normal operation must be restored
Major Incident
A high-impact incident, such as a widespread outage, that needs a coordinated response
Change
A controlled modification to your environment that follows a governed lifecycle
Problem
A root-cause investigation behind one or more incidents, tracked to a resolution
Ticket Types
Learn how the ticket types differ and how AI classifies them
Incident Management
Triage, route, automate, and resolve incidents in Serval
Change Management
Track changes through a governed lifecycle with approvals and automations
Problem Management
Investigate root cause, coordinate the fix, and prevent recurrence with AI
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, incidents, changes, and problems
Incident Management
Incident triage, handling, and external sync behavior
Change Management
Governed change lifecycle with approvals and automations
Problem Management
Root-cause investigation, problem tasks, and AI remediation
Statuses
Custom workflow stages
Priorities
Urgency levels
SLAs
Response & resolution times
Categories
AI-inferred ticket content classification
Assignment Rules
Configure assignment rules for automatic ticket assignment
Labels
Custom tags
Custom Fields
Structured key-value data on tickets
Tasks
Break tickets into sub-items
Sync External Systems
Connect to your existing ticketing system
Reporting & Insights
Track performance and identify trends.Analytics
Track ticket metrics, team performance, and support 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