Finding Open Tickets
Start by locating tickets that need your attention.In the Web Interface
- Navigate to Tickets in the sidebar
- Use the “Involves” filter to find tickets assigned to you
- Filter by status (e.g., “Open”, “In Progress”) to see active tickets
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.Team Inbox channels are private Slack channels where all escalated tickets for your team appear. See Configure Team Inbox Channels for setup instructions.
Ways to Resolve Tickets
There are a few ways to resolve tickets in Serval. Choose the method that best fits the situation.1. Manually Resolve
Respond directly to the requester with answers, updates, or follow-up questions. Communicate with requesters and your team through the conversation tab.Public Response
Visible to the requester. Use for:- Answering questions
- Requesting more information
- Providing updates
- Confirming resolution
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
2. Run Existing Help Desk Workflows
Automate actions directly from a ticket using organization-wide workflows.- In the ticket conversation, type
/ - Select from available help desk workflows
- Fill in any required inputs
- Execute the workflow
Help desk workflows are available to all users in your organization and are designed for common support scenarios like password resets, software access requests, and IT troubleshooting.
AI Agent After Escalation
When a ticket is escalated to a human agent, Serval’s AI agent can remain active on the ticket. This means 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.3. Open Co-pilot to Run Team-Only Workflows
Use Co-pilot to access team-only workflows and get AI assistance for resolving tickets. Co-pilot 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. This means you spend less time looking up user information and more time resolving issues. Co-pilot is your AI assistant for resolving tickets faster. Access it from the ticket conversation 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 guidance and knowledge base
- Get suggestions for next steps or escalation paths
How to Use Co-pilot
- Open a ticket
- Click the Co-pilot button
- 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 guidance about password resets”
- Review and edit the response
- Send or use the suggestion
Team-only workflows are restricted to team members and are ideal for internal operations, sensitive data handling, and administrative tasks. They don’t appear in the standard
/ workflow menu but can be accessed through Co-pilot.Co-pilot uses your team’s guidance and knowledge base. The more guidance you add, the better Co-pilot performs.
Closing Tickets
When the requester’s issue is resolved:- Send a final response confirming resolution
- Update status to a “Done” status (e.g., Resolved, Completed) - see Updating Ticket Properties for how to change status
- The requester may receive a feedback request
Quick Reference
| Action | How To |
|---|---|
| Find your tickets | Use “Involves” filter in Tickets view |
| Send public response | Type message and send (default) |
| Add internal note | Toggle to “Internal” before sending |
| Run help desk workflow | Type / in chat and select workflow |
| Use Co-pilot | Click Co-pilot button in ticket |
| Run team-only workflow | Open Co-pilot and request the workflow |
| Close ticket | Update status to Done |