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Serval’s ticketing system brings all employee requests into one place — whether they come from Slack, Teams, email, or web. Serval automatically triages, routes, and resolves routine requests so your team can focus on the work that matters.
Filtering tickets by type and attributes in Serval

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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

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Ticket Types

Serval currently supports two ticket types:

Request

Fulfillment work like access, equipment, and service requests

Incident

Service issues where normal operation must be restored
For incident tickets, Serval can identify related incoming tickets, link them to the incident, notify users that a related incident exists, and surface incident context in the conversation.

Ticket Types

Learn how request and incident types differ and how AI classifies them

Incident Management

Triage, route, automate, and resolve incidents in Serval

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Getting Started

Quickstart

Get up and running with Serval ticketing in minutes

Resolving Tickets

Guide to working through tickets from first response to resolution

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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

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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

Incident Management

Incident triage, handling, and external sync behavior

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

Tasks

Break tickets into sub-items

Sync External Systems

Connect to your existing ticketing system

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Reporting & Insights

Track performance and identify trends.

Analytics

Track ticket metrics, team performance, and support trends

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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

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Next Steps

New to Serval ticketing? Start with the Quickstart guide to get your team set up, or explore The Serval Ticket to understand ticket configuration.