1. Create a Workflow
To get started with automations, start by either building a workflow from scratch or installing a workflow.Build a Workflow
Build a workflow from scratch by inputting the automation in natural language
Install a workflow
Select a pre-built workflow to start with and configure as needed
Duplicate
If there’s another Team in Serval already set up, you can duplicate workflows across teams
2. Configure the Workflow
Once you’ve created a workflow, you can configure that workflow with the following specificiations to meet your organization’s needs.Workflow Types
Choose the right type: help desk, team-only, scheduled, webhook, event-triggered, or access workflows
Triggers
Configure when workflows run: manually, on schedule, via webhook, or on events
Approvals
Require approval before execution using static approvers or custom approval workflows
Inputs
Collect information from users: text, dropdowns, dates, and more
Execution Scope
Control who can run the workflow: anyone in the org or team members only
Versioning
Track changes and restore previous versions of your workflows
Quick Reference
| Setting | What it controls | Options |
|---|---|---|
| Type | Who can trigger and how | Help desk, team-only, scheduled, webhook, event-triggered |
| Trigger | When the workflow runs | Manual, scheduled, webhook, event-based |
| Approvals | Who must approve before execution | None, specific users, groups, manager, custom workflow |
| Inputs | What information users provide | Text, textarea, number, date, time, select, checkbox |
| Execution scope | Who can run the workflow | Anyone in org, team members only |
Common Configurations
Self-Service Help Desk Workflow
For workflows that help desk users can trigger:| Setting | Configuration |
|---|---|
| Type | Help desk |
| Execution scope | Anyone in the org |
| Approvals | None (or manager approval for sensitive actions) |
| Inputs | Minimal—agent collects info conversationally |
Internal Team Workflow
For workflows restricted to your team:| Setting | Configuration |
|---|---|
| Type | Team-only |
| Execution scope | Team members |
| Approvals | Optional |
| Inputs | As needed for the operation |
Automated Report
For scheduled reports and notifications:| Setting | Configuration |
|---|---|
| Type | Scheduled |
| Trigger | Weekly Monday 9am PST |
| Approvals | None |
| Inputs | None (or defaults configured) |
Sensitive Operation
For workflows that need oversight:| Setting | Configuration |
|---|---|
| Type | Help desk or team-only |
| Approvals | Manager approval or multi-step approval chain |
| Inputs | Justification text area, confirmation checkbox |