Skip to main content

​
Highlights

​
Add Custom Fields to Tickets

Custom fields store structured data on tickets beyond built-in properties like status, priority, and labels—e.g. cost centers, affected systems, office locations, and request areas. Team admins add them under Settings → Custom Fields; each field applies to all tickets on that team. Types include text, number, boolean, date, dropdown, and multi-select. Agents fill them in the Custom Fields section on the ticket detail right panel (you can add fields from there too). Turn on AI Custom Field Inference and Serval proposes values from the ticket text for every type except date (use a workflow for automatic dates). Workflows and the public API can also read and write values. In the ticket list, open Filter and pick a custom field: predefined options for dropdowns and multi-selects, search terms for text, comparison operators for numbers and dates. See Custom fields for supported types, creating fields, AI inference, filtering steps, deprecation, and API examples. For example, pair a Request Area dropdown (Hardware, Network, Software) with a Cost estimate number field, let inference suggest Affected systems from the thread, then filter to Hardware and cost estimates under 5,000 for fast triage.

​
Run Campaigns on a Recurring Schedule

Campaigns can now be recurring as well as one-time. Set a repeating cadence—such as every few hours, on selected weekdays, on specific days of the month, or on particular months—and Serval creates a new run each time the schedule fires. Activate the series to start the schedule; each run has its own delivery lifecycle and appears on the parent campaign’s Runs tab. Choose whether the first run starts right away or waits for the next cycle, pick specific timezone or local time delivery where supported, and use the schedule preview to confirm upcoming send times before you go live. See Scheduling for every option, including frequency types and how recurring runs relate to the parent campaign.

​
New Installable Workflows

New installable workflows are available in the catalog:
  • LDAP / Active Directory — Get AD Extension Attributes for User — Look up a user in on-premises AD over LDAP and return extension attributes, distinguished name, and sAMAccountName when present.
  • Okta — Send Okta Activation Email — Send an activation email (or return an activation link) for a user in staged or deprovisioned status by activating their lifecycle.
  • Google Workspace — Export Google Group Members to CSV — Export a group’s members to CSV (emails, names, roles, types), with optional Slack upload and ticket context when the integrations are connected.
Install them from the workflow catalog in your Serval admin settings.

​
Choose when to request Serval feedback

Under Request feedback in team settings, “Request feedback for Serval when” is a new choice: ask for Serval ratings on “Meaningful tickets” only (two or more AI responses or a workflow ran on the ticket) or on All tickets (every resolved ticket). Everything else on that page—request frequency, who feedback is about, question format—is unchanged; this only adds control over when Serval-triggered feedback runs. For example, a team that wants ratings only when Serval actually helped can pick Meaningful tickets and avoid prompting users after bare handoffs with no AI or workflow involvement.

​
Reorder Ticket Statuses and Toggle the Sidebar

Ticket statuses can now be reordered to match how your team actually works. Drag them into the sequence that fits your queue instead of working around a fixed order. The ticket sidebar can be toggled on or off for a cleaner view when you need more screen space. Forwarded messages also have an updated visual style that makes the source of a forwarded thread easier to read at a glance.

​
Ticketing

Routing improvements with better visibility Cross-team routing now surfaces more detail about why each routing decision was made. Agents and admins can see the reasoning behind assignments, making it easier to validate and tune routing rules over time. Clearer warnings when editing shared access policies The access policy dialog now shows a more prominent warning when the policy you are editing is used by other apps. Before, it was easy to modify a shared policy without realizing the change would affect multiple connected applications. The dropdown and dialog layout have also been updated for easier navigation.

​
Integrations

Manage app resources via MCP tools MCP tools now support full create, read, update, and delete operations on app resources. Developers and power users can manage app resources programmatically through a connected AI assistant.