Highlights
- Pause a workflow mid-run to collect an approval
- Broadcast to Slack channels from incident tickets
- Manage Anthropic usage from Serval
- Compose email responses with citations
- Schedule a start time for access requests
Pause a workflow mid-run to collect an approval
Workflows can now pause mid-run and wait for a human approval before continuing, using the newrequestApproval action. The workflow holds at that step until a designated approver responds — in Slack, Teams, email, or the Serval web portal — then resumes automatically.
This makes it possible to build end-to-end automated workflows that still require a decision at a specific point, without splitting the logic across multiple workflows or relying on a separate ticketing step. Budget sign-offs, access escalations, security reviews, and multi-stage provisioning are the immediate use cases.
Examples
- A workflow handles a Claude access request: it runs initial checks, then pauses with
requestApprovalso a manager can approve adding a paid Anthropic seat. After approval, the same run continues, triggers an access request for Claude in Serval, and later steps finish provisioning once that request is approved. - A workflow that adds someone to a sensitive Google Group looks up the group owner in Workspace, pauses with
requestApprovaluntil that owner approves the membership change, then applies the update. - The same Google Group change can resolve the requester from HRIS, walk the reporting chain to VP or above, pause for that approver, then continue once they respond.
Broadcast to Slack channels from incident tickets
Incident tickets now have a broadcast button that sends a message to a Slack channel directly from the ticket thread. Stakeholders get consistent updates during active incidents without IT leaving Serval or manually copying ticket details into Slack. For example, during a production outage, the IT team can push status updates to #it-incidents and #engineering-alerts from the ticket in two clicks, keeping the right people informed without losing their place in the resolution flow.Manage Anthropic usage from Serval
Serval now integrates with the Anthropic Admin API, giving IT teams a way to manage Claude usage directly from Serval workflows. You can provision seats, revoke access, and monitor consumption without leaving your IT system. The integration ships with 19 installable workflows covering the most common Admin API operations. For example, when an employee is offboarded, a Serval workflow can automatically revoke their Claude seat alongside their Okta and GitHub access in a single run, keeping your AI tooling in sync with the rest of your stack.Compose email responses with citations
The email reply experience is generally available for teams that use email intake. The ticket composer adds To and Cc rows above the message body for public replies (internal notes stay unchanged). The To line is prefilled from the latest inbound sender so agents do not have to copy addresses from the thread. The Cc line starts from current ticket subscribers. Add or remove people in Cc, send the reply, and Serval updates subscribers to match, so the ticket’s audience stays aligned with who was copied on email. On each email-sourced message in the timeline, Serval shows an inline To and Cc citation block with the original routing. Recipients resolve to people in your org when Serval can match the address, including your intake address, so agents see who was on the thread at a glance. Long lists can expand and collapse. For example, when a requester loops in their manager on an email thread, the citation shows both addresses in the message header. The agent replies once with the manager still on the Cc line, and the ticket keeps everyone in sync without retyping addresses.Schedule a start time for access requests
Access requests now support a scheduled start time. Requesters specify when they need access to begin, and Serval provisions it at that time rather than immediately upon approval. For example, a contractor starting a project next Monday can request access today — their accounts activate on the right day without IT having to remember to run provisioning manually.Workflows
Preview a workflow form before publishing A new preview button in the workflow builder lets you see the form exactly as a requester will before publishing. Catch layout and field issues without running a test submission. Customize approval follow-ups with the approvals API The approval requests API now supports custom logic on follow-up actions. After an approval is granted or denied, a workflow can run automatically: send a confirmation, provision an entitlement, update a record in a connected system, or trigger any downstream action. Permanently delete tickets Tickets can now be permanently deleted from the ticket action menu. After deletion, Serval routes you back to the ticket list rather than landing on a 404.Access management
Team managers can create, update, and delete entitlements The team manager role now includes full CRUD permissions for entitlements, giving managers more control over their team’s access catalog without requiring org admin access.Ticketing
Get ticket details in your Serval Slack DM When a ticket is created, Serval sends a structured message to the requester’s Serval Slack DM with ticket details, current status, and a link to the full ticket. Requesters have one place to track their requests without going to the web app. Slack messages link back to the original request Workflow approval messages and other Serval Slack notifications now include a link back to the original Slack message that triggered the request, making it easier to trace where an action started. See the source group in picklist fields Picklist fields now display the source group alongside each option, giving agents more context when selecting values.Integrations
This release also includes the Anthropic Admin API integration, covered in Highlights above. Tanium Tanium is now available as a native Serval integration. IT and security teams can query endpoint data, trigger remediation actions, and pull Tanium’s visibility directly into Serval workflows alongside tickets and access data. For example, when an employee reports a slow machine, the Help Desk Agent can surface real-time endpoint health data from Tanium in the ticket thread, giving the IT agent the context to diagnose and act without switching tools. Google Workspace installable workflows The installable workflow library now includes 15 pre-built workflows for Google Workspace. IT teams can activate them from the Serval catalog without writing any workflow logic. They group into four areas:- User management: Retrieve user details, list all users in a domain with search, suspend and unsuspend accounts, reset a password with a temporary credential, and add a user to a group with a specified role.
- Calendar: List events within a time range and create events with attendees.
- Drive: Search files by query, get detailed file metadata, share files with users, groups, or domains, remove sharing permissions, and list all shared drives.
- Sheets: Read data from a range and append rows to a sheet.