> ## 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.

# April 9, 2026

> This release includes custom fields for tickets, ticketing UX upgrades, recurring campaigns, new installable workflows for LDAP/AD, Okta, and Google Workspace, control over when Serval prompts for ticket feedback, and a batch of Slack and email reliability fixes.

## **Highlights**

* [Add Custom Fields to Tickets](#add-custom-fields-to-tickets)
* [Run Campaigns on a Recurring Schedule](#run-campaigns-on-a-recurring-schedule)
* [New Installable Workflows](#new-installable-workflows)
* [Choose when to request Serval feedback](#choose-when-to-request-serval-feedback)
* [Reorder Ticket Statuses and Toggle the Sidebar](#reorder-ticket-statuses-and-toggle-the-sidebar)

### **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](/sections/documentation/ticketing/ticket-configuration/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](/sections/documentation/campaigns/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.

***