Skip to main content

​
Highlights

​
See your org chart and reporting lines

Serval now builds an org chart from your connected IdP. Every user’s detail page shows a reporting-line rail with the people above and below them, and a dedicated Org chart page on the Organization workspace lets you navigate the whole reporting structure. Manager, department, and job title are all synced user fields from your IdP and can be edited inline. See User profile fields.

​
Connect agent-to-agent (A2A) endpoints

You can now connect an external AI agent over the A2A protocol. Serval reads the agent’s card, tells you which authentication it requires as you set the connection up, and supports OAuth client credentials for the connection.

​
Translate a ticket’s conversation

Agents can now translate a ticket’s conversation into their own language, on demand, without leaving the ticket. Turn translation on for the thread and Serval machine-translates each message into your language. Translation covers any language Serval supports. See Resolving tickets.

​
Run several SLAs of the same type on one ticket

SLA policies can now be grouped, so a single ticket can run several SLAs of the same metric at once instead of just one. Each policy in a group defines its own pause behavior, letting you measure the same target under different rules side by side. For example, track a resolution SLA that counts all elapsed time alongside one that pauses while you are waiting on the requestor, all on the same ticket. See SLA policies.

​
Copy external knowledge into a native knowledge base

You can now copy a single external page, or an entire folder, from a connected source into a native Serval knowledge base, straight from the page-level menu on read-only external content. Previously “Copy to Serval” only worked on a whole base, so pulling one useful article out of a connector meant duplicating the entire base. Now you can lift out just the pages you want to own and edit natively. For example, copy one Confluence runbook into your team’s native knowledge base and edit it in Serval without importing the whole space. See Connect knowledge sources.

​
Ticketing

SLA conditions on the assignment group An SLA policy can now attach based on a ticket’s assignment group, so different groups can be held to different targets. Agents can override a status transition Agents with the right permission can now override a ticket’s status-transition rules to move it to a status the workflow would otherwise block. See Ticket statuses. Derive a major incident from an incident You can now derive a major incident from an existing incident. Serval creates a new major incident, linked to the source and pre-filled with its context, so you don’t rebuild it from scratch. Email replies that drop the requester become internal notes When an email reply no longer includes the requester, Serval now records it as an internal note rather than a public reply, so a side conversation between agents stays private.

​
Knowledge

Answers in the requester’s language When a requester’s language isn’t English, the help desk agent now retrieves and answers from the knowledge article written in their language when one exists, falling back to the English original otherwise.

​
Access management

Entitlement users tab An entitlement now has a users tab that shows one row per user, expandable into the groups that grant them access, with pagination, server-side search, and CSV export. You can also revoke a user’s access directly from their profile.

​
Integrations

Deeper ServiceNow sync Serval now stamps its “Filed via Serval” correlation on ServiceNow records the moment you link them, surfaces the ServiceNow ticket number in the ticket side panel, and attributes record-producer submissions to the right requester. ServiceNow can also sync the users an ACL criterion matches. See ServiceNow. Real-time Freshservice ticket sync A new ticket-create webhook brings Freshservice tickets into Serval the moment they’re created, instead of waiting for the next scheduled sync. See Freshservice.

​
Catalyst

See your manual edits in the session timeline When you edit a workflow, skill, or other resource by hand during a Catalyst session, those edits now appear as compact activity rows in the session timeline, so the history reflects everything that changed, not just what the agent did.

​
Databases and users

Turn user sync on or off from the Users database You can now enable or disable a user-sync source directly from the Users database page, without opening each connection’s settings.

​
For developers

Public API additions The public API gains several new capabilities: filter ticket search by parent ticket, count workflow runs and include child runs or runs with a linked ticket in run search, filter groups by user, and read team-group role bindings.