Supported Integrations
Jira Service Management
Sync issues, statuses, and comments between Serval and Jira
Zendesk
Connect Zendesk tickets with Serval for AI-powered resolution
Freshservice
Integrate Freshservice incidents and service requests
ServiceNow
Sync incidents and catalog items with ServiceNow
Linear
Sync Linear issues for engineering-focused ticketing
How Syncing Works
When you connect an external ticketing system, Serval:- Creates linked tickets - Tickets created in Serval can automatically create corresponding tickets in your external system
- Syncs updates bidirectionally - Status changes, comments, and assignments sync in real-time
- Maintains references - Each ticket displays links to its counterpart in the external system
Sync settings are configured per team. Each team can connect to different external systems or projects.
Setting Up a Sync
Connect the integration
Navigate to Settings → Integrations and authenticate with your external ticketing system. See the integration-specific guide for setup details: Jira, Freshservice, ServiceNow, Linear, Zendesk.
Configure team mapping
In your team settings, select which external project or queue should receive tickets from this team.
Map ticket fields
Configure how Serval fields map to your external system:
| Serval Field | Maps To |
|---|---|
| Status | External status (configurable) |
| Priority | External priority |
| Assignee | External assignee (if user exists) |
| Labels | Tags or labels |
| Description | Description or body |
Automatic Channel Sync on Ticket Transfers
When a ticket is moved to a different team, all configured channels for the destination team automatically sync with that ticket. The ticket follows the new team’s syncing configuration — so if the destination team syncs to Jira, the transferred ticket creates a corresponding Jira issue automatically.Sync Behavior
What Syncs Automatically
Ticket creation
Ticket creation
New tickets sync based on your configured direction. The linked ticket is created within seconds.
Status updates
Status updates
When a ticket status changes in either system, the corresponding status updates in the other. Status mapping is configurable.
Comments and replies
Comments and replies
Public comments sync between systems. Internal notes remain private to each system.
Assignments
Assignments
Assignee changes sync when the user exists in both systems.
What Doesn’t Sync
- Custom fields not mapped in configuration
- Internal notes and private comments
- Workflow automations (these run independently in each system)
Best Practices
Map statuses carefully
Ensure your status mappings reflect equivalent workflow stages in both systems
Use Serval as the source of truth
Let Serval handle AI triage and routing, then sync resolved tickets to your system of record
Test with a single team first
Validate your sync configuration with one team before rolling out organization-wide
Monitor sync health
Check the integration status regularly to catch any sync failures early
Troubleshooting
Tickets not syncing
Tickets not syncing
- Verify the integration is connected in Settings → Integrations
- Check that the team has sync enabled and a project/queue selected
- Ensure the user creating tickets has permission to create in the external system
Status not updating
Status not updating
- Review your status mapping configuration
- Confirm the target status exists in the external system
- Check for any workflow rules in the external system that might prevent the update
Duplicate tickets
Duplicate tickets
- Ensure you’re not creating tickets in both systems manually
- Check that sync direction is configured correctly
- Review any automation rules that might be creating tickets