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Highlights

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White-Label Your Slack Bot

Fully customize your Serval Slack integration to match your brand. Update the bot’s appearance and behavior:
  • Icon: Upload a custom avatar for your help desk bot
  • Name: Rename the bot to match your internal branding (e.g., “IT Help” or “TechSupport”)
  • Permissions: Control which Slack permissions the bot requests
  • Help desk connection: Configure how the bot connects to your help desk agent
This is the central connection point between Slack and your help desk agent, completely control the experience your users see.

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Track Resolution Commitments with Redesigned SLAs

SLA policies are redesigned with more control over how resolution targets are tracked. Set target durations per policy, choose between calendar time (24/7) or business hours tracking, and define auto-attach criteria so policies apply automatically based on priority, status, labels, or groups.
  • Business hours scheduling: Attach a working schedule to any SLA so the clock only runs during your team’s operating hours
  • Pause conditions: Stop the SLA timer when tickets are waiting on a requester, vendor, or on hold, so your team isn’t penalized for external delays
  • At-risk visibility: Tickets surface as on track, at risk, or breached, with SLA filters in the ticket list and performance charts in analytics

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Debug Workflows with Agent-Powered Run Inspection

The workflow builder agent can search the 10 most recent runs of any workflow, identify failures, and pull detailed task-level information including inputs, outputs, and status. Ask the builder about recent failures and it finds the issue and surfaces the exact output of the failing task. Learn more in the Debugging Workflows documentation.

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Route Tickets with Criteria-Based Assignment Rules

Assignment rules are redesigned around flexible, criteria-based policies. Define ticket categories in team settings, then use those categories as criteria in your assignment rules to route tickets to the right person. Combine categories with priority, labels, and other ticket properties to build precise routing logic. Each property influences assignment independently, so changing your category structure does not break your existing rules. Learn more in the Assignment documentation.

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Queue Messages in the Workflow Builder

Send follow-up instructions to the workflow builder agent while it’s still processing. Messages queue in order and execute sequentially. Click to interrupt the current generation and send your new message immediately. If the agent finishes before reaching queued messages, they still get handled automatically.

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Trigger Workflows from External Ticket Escalations

When a ticket is escalated in ServiceNow or Freshservice, a webhook fires that triggers a Serval workflow automatically. Submit or escalate tickets in your external ITSM and Serval runs the automation. Works for both service requests and incidents, so your Serval workflows stay connected to tickets regardless of where they originate.

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Integrations

Freshservice Webhooks Real-time syncing with Freshservice via webhooks. Receive live updates from Freshservice to keep tickets, statuses, and field changes synchronized across both platforms.

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Installable Workflows

20 New ServiceNow Workflows Pre-built workflows covering incidents, problems, and change requests. Create, update, and resolve records including approvals and status transitions. 11 New Workday Workflows Pre-built workflows for common Workday operations. Automate employee data tasks and HR processes with ready-to-install templates.

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Workflows

Restrict Workflows by Access Profile Associate specific workflows with Access Profiles to control which automations run at the profile level. Map permissions from external systems like ServiceNow to the workflows Serval ingests.

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Ticketing

Group Tasks Under Parent Tickets Toggle task grouping in the ticket list view to display tasks nested under their parent tickets in a tree structure. Save grouped views as custom views to keep tasks organized instead of buried in flat lists.

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UI Improvements

Status Group Management Redesign Redesigned status group interface with a cleaner editing and management experience. Sticky Ticket Conversation Headers Long ticket names display fully without truncation. The header and activity tabs stay fixed when scrolling through long conversations. Rich Access Request Updates in Slack Access requests push detailed status updates to Slack threads. See approval steps, pending approvers, and provisioning status in real time with emoji indicators. Multi-step approvals display each step with comma-separated approvers. Permission-Aware Navigation Front-end and back-end permissions stay synchronized to prevent errors when navigating restricted pages. Non-admins redirect to the first team page they have access to. Admins see an explanation with a link to self-grant access and join the team. Auto-Close Team Switcher The team switcher dropdown closes immediately after selecting a new team in both collapsed and expanded sidebar modes.