Skip to main content

​
Highlights

​
Set Board Layout in Ticket Views

Visualize and organize your tickets with the new board layout. Drag and drop tickets between status columns (e.g., To Do, In Progress, Done, Canceled) and update priority or assignee directly from ticket cards. This intuitive interface makes it easier to track your team’s progress at a glance and manage workflows more efficiently.

​
Create Workflows Directly from Guidance Portal

Building comprehensive guidance documentation is now easier. Create new workflows directly within the guidance editor using an integrated side panel, eliminating the need to switch contexts. Additionally, mention and link knowledge base articles in your guidance documents, complete with hierarchical paths and service icons for improved navigation and context.

​
Build Serval Event-Triggered Workflows

Automate tasks in response to specific events with the new event trigger type. Create workflows that respond to Serval events like ticket creation, updates, or new messages. Simply instruct the Workflow Builder to “run the following when there is a new Serval ticket message” or “run the following when there is Serval ticket activity” to set up responsive, asynchronous automations. For example, build a workflow to send a DM to a specific help desk member every time a VIP submits a ticket to ensure they get priority service.

​
Add Operator-Based Ticket Filtering

Ticket filtering expands with new operator options across all ticket attributes. Use precise logic like ‘is not’, ‘before’, ‘on or after’, and more when filtering by assignee, dates, requester, team, status, priority, type, and labels. These granular controls help you navigate ticket queues more efficiently and find exactly what you’re looking for.

​
View Historical Automation Suggestions

The new “History” tab in automation suggestions provides comprehensive visibility into all past AI-generated suggestions, including those you’ve accepted or dismissed. This audit trail helps you track and review how Serval has recommended automating tasks and providing guidance over time.

​
Integrations

​
Expanded Opal Integration

The Opal integration now supports a broader set of operations. This expansion enables more comprehensive interactions with Opal Security for enhanced access management workflows.

​
Platform Improvements

​
Improved Help Agent Interactions in Email

Serval now intelligently recognizes and threads email replies, even when added to a conversation mid-thread via CC. Reply directly to the automated email confirmation you receive when creating a ticket, and Serval correctly associates your response with the existing ticket. This streamlines communication and ensures all relevant context stays connected.

​
Welcome Message for New Slack Users

New Serval users in Slack now receive a friendly welcome message when they first open the app’s Messages tab. This onboarding message introduces Serval’s capabilities, explains how to request access or report issues, and provides a quick tip on using the /help command from any channel.

​
SLA Performance Analytics Dashboard

Track Service Level Agreement compliance with the new SLA performance chart in your analytics dashboard. This visualization shows met versus breached SLAs and supports filtering by various ticket attributes, giving you detailed insights into your team’s SLA performance.

​
UI Improvements

​
Resizable Side Panels

Side panels across Asset Configuration, Asset Ingestion, and the Workflow Browser are now resizable. Drag to adjust panel widths to your preference, and Serval remembers your settings across sessions for a more personalized workspace.

​
Additional UI Refinements

Numerous smaller improvements including consistent ticket status icon sizing, refined mention highlighting in the editor, better ticket board filtering displays, improved task action button clarity, enhanced nested dialog interactions, and streamlined ticket filtering in the analytics dashboard.