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Highlights

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View Serval in Light, Dark or System Mode

Switch between light, dark, and system mode to match your team’s preferences.

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Manage Your Help Desk Notification Preferences

Control where and when you receive notifications. Set team-level defaults for Slack and Email, then create individual overrides for specific event types like approvals, ticket replies, and mentions. Navigate to your team settings, select ”…” and click Notifications to configure.

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Tag Knowledge and Browse Workflows in Guidance

Reference knowledge base articles directly in guidance documents so your help desk agent has the right context without searching. Browse and filter workflows by application, tag, and status from the guidance sidebar—no need to switch screens.

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Search Within Workflow Code Editor

Find specific text, variables, or functions in your workflow code. Navigate and modify complex automations faster.

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Select Event-Triggered Workflows in Workflow Dropdown

Build workflows that respond to ticket events. Choose from:
  • Any ticket activity: Triggers when a ticket is created or receives a new message
  • Ticket created: Triggers only when a new help desk ticket is created
  • New ticket message: Triggers only when a message is added to a ticket

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Attach Files and Mention Users When Creating Tickets

Add file attachments and @mention users when creating tickets. Share screenshots or documents upfront so agents have full context from the start.

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Integrations

Snipe-IT Integration Automate IT asset management with the new Snipe-IT integration. Track hardware, manage user assignments, and control inventory directly from Serval workflows. Google Workspace Group Settings Manage Google Group settings like membership and posting permissions through Serval.

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Platform Improvements

Enhanced Scheduled Workflow Messaging See run time and status for scheduled workflows. Cancel scheduled workflows instantly—no waiting for sleep states. Custom Approval Configurations for Installable Workflows Remove default approvals or set custom configurations for installable workflows. Your preferences stay preserved.

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UI Improvements

Workflow Builder Statement Grouping Consecutive code statements group into single visual nodes. Cleaner workflows that are easier to navigate. Resizable Ticket Detail Panels Resize and persist the side panel in ticket details to fit your workflow.