Skip to main content
Get your team set up to receive, manage, and resolve tickets with Serval’s AI-powered ticketing system.

​
Prerequisites

Before you begin, ensure you have:
  • Ticket management permissions in at least one team
  • A connected channel for receiving tickets

​
Quick Setup

1

Connect your channels

Set up where tickets come from. Connect your input channels so employees can reach your team.

Channels Setup

Configure your intake channels
2

Test a ticket

Submit a test request through your connected channel to see how Serval handles it:
  1. Send a message through your connected channel
  2. Watch the ticket appear in your Serval inbox
  3. Review how Serval categorizes and responds to the request

Resolve Tickets

Learn how to interact with the ticket to best resolve it
Try different types of requests (questions, access requests, issues) to see how Serval triages each one.
3

Configure ticket attributes

Customize how tickets are categorized, prioritized, and assigned based on what you learned from testing.

Ticket Configuration

Configure ticket based on your needs
4

Set up automations

The real power of Serval is resolving requests automatically. Add workflows, Skills, and access policies so Serval can handle requests end to end without human intervention.

Workflows

Build automations that resolve requests automatically

Skills

Give Serval runbooks and instructions for handling specific situations

Access Management

Automate access requests to any role in any application
Start with the requests your team handles most frequently. Even a few automations can significantly reduce manual work.
5

Sync your ticketing system (optional)

If your team uses an external ticketing system, connect it to keep both systems in sync.

Sync External Systems

Connect to your existing ticketing system
6

Set up ticket management

Configure how your team views and stays informed about tickets.

Filter & Sort

Create saved views for your workflow

Notifications

Configure alerts for assignments and SLAs
7

Review analytics

Once tickets are flowing, use analytics to track performance and identify improvements.

Analytics

Track ticket metrics and team performance

​
Create a ticket in the web app

In the Create Ticket dialog, enter a title and describe the request. Let Serval respond is on by default for eligible ticket types. Serval receives your description as the first request message and responds to it. Turn the switch off to create the ticket without an AI response. The switch and assignee labels use your configured assistant name. If you have permission to set the requester or assign tickets, People groups those controls and the switch. You can choose a human assignee or assignment group while Serval stays active. Choose Auto Assign to apply your team’s assignment rules. If no people controls are available, the switch appears on its own without a People section. Use the actions at the bottom to add context:
  • Add files: Attach supporting files to the ticket.
  • Add items: Link affected assets or configuration items when creating a Change ticket.
Serval handling requires a description. The switch isn’t available for Change, Problem, or Major Incident tickets, which require human ownership. Your choice persists when you switch ticket types within the dialog; opening a new dialog restores the default. To create a ticket from an existing ticket, choose Select a ticket beside from ticket in the header. This option appears when you have permission and the selected ticket type supports it.

​
Next Steps

The Serval Ticket

Understand ticket properties and the detail view

Interacting with Tickets

Learn how to update, respond, and use Co-pilot