Resolving Tickets

This guide walks through the process of resolving tickets in Serval, from finding open tickets to closing them out.

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Finding open tickets

Start by locating tickets that need your attention.

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In the web interface

1. Navigate to Tickets in the sidebar
2. Use the “Involves” filter to find tickets assigned to you
3. Filter by status (for example, “Open” or “In Progress”) to see active tickets

The “Involves” filter shows all tickets where you’re the assignee, requester, commenter, mentioned, approver, or task assignee. Use it to find everything you’re connected to.

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In Team Inbox channels

If your team has configured a Team Inbox channel in Slack, tickets assigned to your team will automatically appear as threads in that channel. This provides a centralized place to triage tickets without switching to the web interface.

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Ways to resolve tickets

There are a few ways to resolve tickets in Serval. Choose the method that best fits the situation.

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1. Manually resolve

Respond directly to the requester with answers, updates, or follow-up questions. Communicate with the requester and your team in the Activity thread. Forwarded messages (for example, from Slack) show a Forwarded message from line below the quoted content.

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Public response

Visible to the requester. Use for:

• Answering questions
• Requesting more information
• Providing updates
• Confirming resolution

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Internal note

Only visible to team members. Use for:

• Documenting investigation steps
• Sharing context with teammates
• Handoff information when reassigning
• Notes that shouldn’t be shared with the requester

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2. Run existing help desk workflows

Automate actions directly from a ticket using organization-wide workflows.

1. In the reply chat, type /
2. Select from available Help Desk workflows
3. Fill in any required inputs
4. Execute the workflow

Workflow progress and results appear in the Activity timeline.

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AI agent after escalation

When a ticket is escalated to a human agent, Serval’s AI agent can remain active on the ticket. The AI continues to provide guidance, suggest knowledge base articles, and assist with resolution even while a human is working the ticket. This is configurable per team in Team Settings.

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3. Open Copilot to run team-only workflows

Use Copilot to access team-only workflows and get AI assistance for resolving tickets. Copilot uses context from your connected identity providers to enrich responses. It can retrieve a user’s department, job title, manager, and other organizational details automatically so you spend less time looking up user information. Copilot is your AI assistant for resolving tickets faster. Click Open Copilot above the reply chat to:

• Run team-only workflows that aren’t available through the / command
• Draft responses based on ticket context and your knowledge base
• Summarize long ticket threads
• Find information in your Skills and knowledge base
• Get suggestions for next steps or escalation paths

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How to use Copilot

1. Open a ticket
2. Click Open Copilot above the reply chat
3. Ask what you need:
   • “Run the employee offboarding workflow for john@company.com”
   • “Draft a response explaining our refund policy”
   • “Summarize this ticket”
   • “What workflows can help with this?”
   • “Find a Skill about password resets”
4. Review and edit the response
5. Send or use the suggestion

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Close tickets

When the requester’s issue is resolved:

1. Send a final response confirming resolution
2. Update status to a “Done” status (for example, Resolved or Completed) - see Updating Ticket Properties for how to change status
3. The requester may receive a feedback request

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Quick reference

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