> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticketing Overview

> Resolve employee requests with AI-powered ticketing across Slack, Teams, email, and web

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.

## 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](/sections/documentation/ticketing/ticket-configuration/syncing) to keep both platforms in sync

***

## Ticket Types

Serval currently supports three ticket types:

<CardGroup cols={3}>
  <Card title="Request" icon="hand" href="/sections/documentation/ticketing/ticket-configuration/ticket-types#requests">
    Fulfillment work like access, equipment, and service requests
  </Card>

  <Card title="Incident" icon="triangle-exclamation" href="/sections/documentation/ticketing/ticket-configuration/ticket-types#incidents">
    Service issues where normal operation must be restored
  </Card>

  <Card title="Change" icon="arrows-rotate" href="/sections/documentation/ticketing/ticket-configuration/ticket-types#changes">
    Planned modifications to systems, services, or configurations
  </Card>
</CardGroup>

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.

<CardGroup cols={2}>
  <Card title="Ticket Types" icon="shapes" href="/sections/documentation/ticketing/ticket-configuration/ticket-types">
    Learn how request and incident types differ and how AI classifies them
  </Card>

  <Card title="Incident Management" icon="triangle-exclamation" href="/sections/documentation/ticketing/incident-management">
    Triage, route, automate, and resolve incidents in Serval
  </Card>
</CardGroup>

***

## Getting Started

<CardGroup cols={2}>
  <Card title="Quickstart" icon="rocket" href="/sections/documentation/ticketing/quickstart">
    Get up and running with Serval ticketing in minutes
  </Card>

  <Card title="Resolving Tickets" icon="check-circle" href="/sections/documentation/ticketing/resolving-tickets">
    Guide to working through tickets from first response to resolution
  </Card>
</CardGroup>

***

## Manage & Collaborate

Tools for support teams to manage tickets and work together effectively.

<CardGroup cols={2}>
  <Card title="Update Ticket Properties" icon="sliders" href="/sections/documentation/ticketing/manage-collaborate/update-ticket-properties">
    Change status, priority, assignee, and labels
  </Card>

  <Card title="Filter & Sort" icon="filter" href="/sections/documentation/ticketing/manage-collaborate/filter-sort">
    Find tickets with filters, saved views, and search
  </Card>

  <Card title="Feedback" icon="comment" href="/sections/documentation/ticketing/manage-collaborate/feedback">
    Collect and manage feedback from requesters
  </Card>

  <Card title="Notifications" icon="bell" href="/sections/documentation/ticketing/manage-collaborate/notifications">
    Configure alerts for assignments, updates, and SLAs
  </Card>
</CardGroup>

***

## Ticket Configuration

Configure how tickets are categorized, prioritized, and routed.

<Card title="The Serval Ticket" icon="ticket" href="/sections/documentation/ticketing/ticket-configuration/serval-ticket">
  Understand ticket anatomy, properties, and all configuration options
</Card>

<CardGroup cols={3}>
  <Card title="Ticket Types" icon="shapes" href="/sections/documentation/ticketing/ticket-configuration/ticket-types">
    Requests vs incidents
  </Card>

  <Card title="Incident Management" icon="triangle-exclamation" href="/sections/documentation/ticketing/incident-management">
    Incident triage, handling, and external sync behavior
  </Card>

  <Card title="Statuses" icon="circle-check" href="/sections/documentation/ticketing/ticket-configuration/statuses">
    Custom workflow stages
  </Card>

  <Card title="Priorities" icon="flag" href="/sections/documentation/ticketing/ticket-configuration/priorities">
    Urgency levels
  </Card>

  <Card title="SLAs" icon="clock" href="/sections/documentation/ticketing/ticket-configuration/slas">
    Response & resolution times
  </Card>

  <Card title="Categories" icon="folder-tree" href="/sections/documentation/ticketing/ticket-configuration/categories">
    AI-inferred ticket content classification
  </Card>

  <Card title="Assignment Rules" icon="route" href="/sections/documentation/ticketing/ticket-configuration/assignment">
    Configure assignment rules for automatic ticket assignment
  </Card>

  <Card title="Labels" icon="tag" href="/sections/documentation/ticketing/ticket-configuration/labels">
    Custom tags
  </Card>

  <Card title="Custom Fields" icon="input-text" href="/sections/documentation/ticketing/ticket-configuration/custom-fields">
    Structured key-value data on tickets
  </Card>

  <Card title="Tasks" icon="list-check" href="/sections/documentation/ticketing/ticket-configuration/tasks">
    Break tickets into sub-items
  </Card>

  <Card title="Sync External Systems" icon="rotate" href="/sections/documentation/ticketing/ticket-configuration/syncing">
    Connect to your existing ticketing system
  </Card>
</CardGroup>

***

## Reporting & Insights

Track performance and identify trends.

<CardGroup cols={1}>
  <Card title="Analytics" icon="chart-line" href="/sections/documentation/platform/analytics">
    Track ticket metrics, team performance, and support trends
  </Card>
</CardGroup>

***

## For Employees

Employees can submit and track their own requests through any connected channel.

<CardGroup cols={2}>
  <Card title="Submit a Request" icon="paper-plane" href="/sections/documentation/end-user/submit-request">
    How to create tickets and get help from support teams
  </Card>

  <Card title="Track Your Requests" icon="clock" href="/sections/documentation/end-user/track-requests">
    View status updates and manage submitted requests
  </Card>
</CardGroup>

***

## Next Steps

New to Serval ticketing? Start with the [Quickstart guide](/sections/documentation/ticketing/quickstart) to get your team set up, or explore [The Serval Ticket](/sections/documentation/ticketing/ticket-configuration/serval-ticket) to understand ticket configuration.