> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# The Serval Ticket

> Understand ticket anatomy, properties, and configuration options

Every request in Serval becomes a ticket. This guide covers the components of a ticket and how to configure them.

## 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:

<CardGroup cols={2}>
  <Card title="Status" icon="circle-check" href="/sections/documentation/ticketing/ticket-configuration/statuses">
    Current workflow stage: To Do, In Progress, Done, or Canceled
  </Card>

  <Card title="Priority" icon="flag" href="/sections/documentation/ticketing/ticket-configuration/priorities">
    Urgency level that determines handling order and SLA timelines
  </Card>

  <Card title="Category" icon="folder-tree" href="/sections/documentation/ticketing/ticket-configuration/categories">
    AI-inferred property used for classification and routing
  </Card>

  <Card title="Assignee" icon="user" href="/sections/documentation/ticketing/ticket-configuration/assignment">
    Team member or Serval responsible for resolving the ticket
  </Card>

  <Card title="SLA" icon="clock" href="/sections/documentation/ticketing/ticket-configuration/slas">
    Time remaining to meet response and resolution commitments
  </Card>

  <Card title="Labels" icon="tag" href="/sections/documentation/ticketing/ticket-configuration/labels">
    Custom tags for grouping and filtering
  </Card>

  <Card title="Ticket Type" icon="shapes" href="/sections/documentation/ticketing/ticket-configuration/ticket-types">
    Classification as Request or Incident
  </Card>

  <Card title="Due Date" icon="calendar" href="/sections/documentation/ticketing/manage-collaborate/update-ticket-properties">
    Target date for ticket resolution, with overdue indicators
  </Card>

  <Card title="Tasks" icon="list-check" href="/sections/documentation/ticketing/ticket-configuration/tasks">
    Sub-items for breaking down complex tickets
  </Card>

  <Card title="External Links" icon="link" href="/sections/documentation/ticketing/ticket-configuration/syncing">
    Connections to synced external ticketing systems
  </Card>
</CardGroup>

<Note>
  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.
</Note>

### Built-in Fields

In addition to configurable properties, every ticket has these built-in fields:

| Field           | Description                                                   |
| :-------------- | :------------------------------------------------------------ |
| **Title**       | Brief summary of the request, auto-generated from the message |
| **Description** | Full details of the request                                   |
| **Requester**   | The person who submitted the ticket                           |
| **Team**        | Which team is responsible for handling                        |
| **Due Date**    | Target resolution date, with overdue indicators when past due |
| **Created**     | When the ticket was submitted                                 |
| **Updated**     | When the ticket was last modified                             |

***

## 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                 | Labels                      | Custom Fields                      |
| :--------------- | :----------------------- | :-------------------------- | :--------------------------------- |
| **Multiplicity** | Exactly one per ticket   | Any number (including none) | Any number, each with its own type |
| **Required**     | Yes                      | No                          | Configurable per field             |
| **Primary use**  | Routing, SLAs, filtering | Grouping, search, trends    | Forms, automation, integrations    |

### Built-in fields:

Category, Status, 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 three main areas:

* **Conversation Tab** - The full thread between requester, Serval, and team members. See [Resolving Tickets](/sections/documentation/ticketing/resolving-tickets) for how to respond and use Co-pilot.
* **Activity Tab** - A chronological log of all changes: status updates, reassignments, workflow executions, and SLA events.
* **Properties Panel** - The right-hand panel displays all ticket properties and allows quick editing. See [Updating Ticket Properties](/sections/documentation/ticketing/manage-collaborate/update-ticket-properties) for details.

***

## Configuration Guides

<CardGroup cols={2}>
  <Card title="Ticket Types" icon="shapes" href="/sections/documentation/ticketing/ticket-configuration/ticket-types" />

  <Card title="Statuses" icon="circle-check" href="/sections/documentation/ticketing/ticket-configuration/statuses" />

  <Card title="Priorities" icon="flag" href="/sections/documentation/ticketing/ticket-configuration/priorities" />

  <Card title="SLAs" icon="clock" href="/sections/documentation/ticketing/ticket-configuration/slas" />

  <Card title="Categories" icon="folder-tree" href="/sections/documentation/ticketing/ticket-configuration/categories" />

  <Card title="Assignment" icon="users" href="/sections/documentation/ticketing/ticket-configuration/assignment" />

  <Card title="Labels" icon="tag" href="/sections/documentation/ticketing/ticket-configuration/labels" />

  <Card title="Tasks" icon="list-check" href="/sections/documentation/ticketing/ticket-configuration/tasks" />

  <Card title="Sync External Systems" icon="rotate" href="/sections/documentation/ticketing/ticket-configuration/syncing" />
</CardGroup>

***

## Related

<CardGroup cols={2}>
  <Card title="Resolving Tickets" icon="check-circle" href="/sections/documentation/ticketing/resolving-tickets">
    Guide to working through tickets
  </Card>

  <Card title="Workflows" icon="diagram-project" href="/sections/documentation/workflows/overview">
    Automate ticket handling
  </Card>

  <Card title="Skills" icon="book" href="/sections/documentation/skills/overview">
    Knowledge base for AI responses
  </Card>

  <Card title="Analytics" icon="chart-line" href="/sections/documentation/platform/analytics">
    Track ticket metrics
  </Card>
</CardGroup>