Accessing team settings
To configure ticket attributes for your team, navigate to Settings for your team.Ticket properties
Each ticket contains configurable properties that control how it’s categorized, prioritized, and routed:Status
Current workflow stage: To Do, In Progress, Done, or Canceled
Priority
Urgency level that determines handling order and SLA timelines
Category
AI-inferred property used for classification and routing
Assignee
Team member or Serval responsible for resolving the ticket
SLA
Time remaining to meet response and resolution commitments
Labels
Custom tags for grouping and filtering
Ticket Type
Classification as Request, Incident, or Change
Due Date
Target date for ticket resolution, with overdue indicators
Tasks
Sub-items for breaking down complex tickets
External Links
Connections to synced external ticketing systems
By default, tickets are assigned to Serval. The AI will continue working on the ticket until it either resolves the issue or escalates to a human agent.
Built-in fields
Each ticket also has these built-in fields:Built-in fields vs custom fields
Serval gives you three ways to describe what a ticket is about. They look similar on the surface but serve different purposes. Choosing the right one keeps your routing clean and your data useful.Built-in fields
Category, Status, and Priority are built-in fields used to configure routing and SLA, approval, and other policies. These fields exist on every ticket.When to use labels vs custom fields
- Labels - lightweight, cross-cutting tags that don’t affect routing. Use them to flag themes like a specific project, initiative, or known issue.
- Custom fields - structured data entry (dates, numbers, dropdowns, text) for process-specific information that powers forms, approvals, and integrations.
Ticket detail view
Click any ticket to open the detail view with two main areas:- Activity - The conversation between requester, Serval, and team members. Messages, workflow runs, and property changes share one timeline. Use Filter to show all activity or narrow to messages, internal notes, and other event types. See Resolving Tickets for how to respond and use Copilot.
- Properties - The Properties panel on the right lists ticket fields for quick editing. When the panel is closed, edit from the property pills in the page header. On smaller screens, use Open properties for the full panel. See Updating Ticket Properties for details.
Configuration guides
Ticket Types
Statuses
Priorities
SLAs
Categories
Assignment
Labels
Tasks
Sync External Systems
Related
Resolving Tickets
Guide to working through tickets
Workflows
Automate ticket handling
Skills
Knowledge base for AI responses
Analytics
Track ticket metrics