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Viewing and managing tickets

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Ticket list view

The main tickets page displays all tickets for your selected team, organized by status groups:
  • To Do - New tickets awaiting action
  • In Progress - Tickets currently being worked on
  • Done - Completed tickets
  • Canceled - Tickets that were closed without resolution
Use the search bar in the top-right to quickly find specific tickets, or click the filter button to narrow results by various ticket attributes.
Filter dropdown showing ticket filtering options

Filter tickets by multiple attributes to find exactly what you need

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Modifying tickets from the list view

You can update key ticket attributes directly from the list view without opening each ticket:

Status

Click the status dropdown to move tickets between workflow stages
Status dropdown menu showing available ticket statuses

Priority

Set ticket urgency levels to help your team prioritize work
Priority selection dropdown

Labels

Add descriptive labels for better organization and filtering
Labels dropdown for categorizing tickets

Assignment

Assign tickets to specific team members or let Serval route automatically
Assignment dropdown showing team members

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Creating tickets

Tickets in Serval are created through natural language - simply submit your request in plain English. There are two ways tickets can be created:

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Through integrated messaging channels

When customers message you through connected channels like Slack, tickets are automatically created and mapped directly to the team assigned to that channel. Serval uses AI to:
  • Extract the ticket title and description from the message
  • Assign appropriate status and priority based on content
  • Map the ticket to the channel’s designated team (no automatic routing)
Direct messages to Serval in Slack are disabled by default but can be enabled in the Slack application settings. When enabled, DMs to Serval will use automatic routing based on team descriptions.

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Directly in Serval

Create tickets by entering a chat message directly in the Serval interface. Simply type your request and Serval will:
  • Parse your natural language request
  • Create a ticket with appropriate details
  • Automatically route it to the right team based on content and team descriptions (configured in Work Settings)
  • Allow you to manually select a specific team from the dropdown if you prefer
Creating a ticket through natural language in Serval
Team selection dropdown for manual routing override

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Ticket lifecycle

1

Creation

Tickets enter the system either through manual creation or automatically via integrated messaging channels. Serval analyzes the content to set initial attributes.
2

AI engagement

Serval attempts to resolve the ticket using:
  • Knowledge base articles
  • Predefined guidance
  • Relevant workflows
Serval providing automated response using guidance
3

Human escalation

If Serval cannot fully resolve the issue, it escalates to a human agent while providing context and suggested solutions.
4

Resolution

Tickets are marked as resolved once the customer’s issue is addressed. The resolution is logged for future reference and training.
Resolved ticket showing complete conversation history

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Working with tickets

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Ticket detail view

Opening a ticket reveals two main sections:
  1. Conversation tab - Displays the full chat history between agents, Serval, and the customer
  2. Activity tab - Shows a chronological log of all changes to ticket attributes
Ticket detail view showing activity log and conversation

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Managing tickets through chat

You can control ticket attributes directly through the chat interface using natural language commands:

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Best practices

Set clear priorities

Define priority levels that align with your SLA requirements to ensure timely responses

Use labels consistently

Create a standardized labeling system to improve filtering and reporting

Leverage AI assistance

Let Serval handle your repetitive inquiries while your team focuses on complex issues

Monitor Analytics

Review ticket analytics to identify bottlenecks and improve processes

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Integrations

Serval seamlessly syncs tickets with external systems. Links to third-party tickets appear at the bottom of the ticket detail view for easy cross-reference.
Connect Serval with your existing ticketing tools:
  • Jira Service Management
  • Zendesk
  • Freshservice
  • Linear
All ticket data is synchronized in real-time across connected systems, ensuring your team always has the latest information regardless of which tool they’re using.