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

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Prerequisites

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

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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, guidance, and access policies so Serval can handle requests end to end without human intervention.

Workflows

Build automations that resolve requests automatically

Guidance

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

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Next Steps

The Serval Ticket

Understand ticket properties and the detail view

Interacting with Tickets

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