Skip to main content

​
Highlights

​
Ingest Third-Party Ticketing Catalog Items

You can now ingest third-party ticketing catalog items and configure them to run as workflow-backed actions. Define the workflow once, expose it as a catalog item, and control exactly how users can trigger it through your help desk and request flows. You can now:
  • Ingest catalog items from existing workflows: Publish repeatable workflow automations as requestable catalog actions instead of rebuilding logic.
  • Configure trigger behavior: Choose how catalog items are launched, including request-time inputs and trigger pathways that fit your team’s intake model.
  • Run catalog actions as workflows: Every catalog item execution maps to a workflow run, so approvals, audit history, and operational logic stay centralized in one system.
For example, publish an “Onboard Contractor” catalog item that collects requester inputs, triggers your onboarding workflow, and tracks every step in workflow run history.

​
Build and Approve Child Workflows

Child workflows are now available in Serval. Compose reusable automation building blocks and call them from parent workflows — making complex automations easier to scale across teams without duplicating logic. Use this for shared onboarding and offboarding steps, centralized approval flows, or standard escalation routines that multiple teams can run from a single source of truth. Key capabilities in this release:
  • Reusable workflow modules: Build once and call the same child workflow from any parent — keep onboarding, offboarding, and escalation logic consistent across teams.
  • Smarter AI building: The workflow builder agent understands child workflow input fields and types, so parent workflow calls are generated with the correct parameters every time.
  • Approval visibility in parent context: If a child workflow requires approval, that approval surfaces in the parent ticket and triggers a Slack notification — nothing stalls silently.

​
Trigger Workflows from Slack Reactions

Workflows can now be triggered when someone reacts to a Slack message. Use the new “message reaction added” or “message reaction removed” event triggers and specify any emoji slug as the condition. React with 👀 to assign a ticket, react with ✅ to close it — any reaction your team already uses can drive automation. For example, build a workflow that watches for a 🔁 reaction on unresolved tickets and automatically escalates them to the on-call engineer.

​
Revoke Access via API and Workflows

Access revocation can be embedded directly into offboarding workflows as a seamless step, instead of a separate manual process. Trigger revocations through the Serval API or from within a workflow to automate deprovisioning, enforce time-limited access expiry, and keep offboarding actions consistent across systems. For example, build a workflow that automatically revokes Okta app access when an employee’s role changes in Workday — no ticket required.

​
Configure Default Access Profiles and App Owners

Default access profiles: Set a default access profile for any application. When a team member is switched to that profile, entitlements automatically follow — no manual reassignment required. App owners: Designate owners for each connected application in the Settings tab. App owners are notified when access is requested for their app and can be added as a required approval step in access request workflows — ensuring the right stakeholder is in the loop before access is granted. For example, make the Head of Engineering an approver for all GitHub access requests — they’re automatically included in every new request workflow for that app.

​
Access Management

Customize Ticket Status Colors Assign colors to ticket statuses to visually distinguish request states at a glance. Color-coded statuses make queues easier to scan, help spot bottlenecks, and keep triage conventions consistent across your team. Access Requests in Copilot Thread When a user opens an access request from within a copilot conversation, the request appears inline in that thread — full context on approvals, provisioning status, and access history, without switching views. Public API for App Relationships New CRUD endpoints for app relationships are available in the public API. Manage app owner associations and related metadata programmatically.

​
Integrations

Daytona Connect Daytona development environments to Serval. Build workflows that provision and manage Daytona workspaces, and automate developer environment setup as part of onboarding. Front Integrate Front with Serval to route conversations from Front into your help desk. Manage tickets and responses without leaving your existing Front workflow. GitLab Pull GitLab repository and documentation content into your Serval knowledge base. Build workflows that reference GitLab data and surface relevant files in help desk responses. Exchange Online Manage Exchange Online mailboxes and mail configurations from Serval workflows using PowerShell. Automate email provisioning, distribution group management, and mailbox policy enforcement. Microsoft Teams An updated Microsoft Teams integration with expanded capabilities. Teams Forms can now be used to collect structured input from users, and domain filtering lets you scope which users and conversations flow into your help desk.

​
Ticketing

Routing and Assignment
  • Individual assignee targets in assignment rules: Route tickets to specific users (not just groups) based on category, priority, or labels.
  • Email multi-team routing: Route incoming email tickets across multiple teams using address- or rule-based intake paths.
Ticket Context and Triage
  • Ticket categories on tickets: Set and review categories directly on tickets, including categories inferred during help agent escalation.
  • Original Slack message references: Tickets created from Slack now include a direct link back to the source message for faster context.
Ticket Intake Controls
  • Ticket creation options: New manual ticket creation controls give teams more flexibility in how requests are submitted and initially routed.
Team Name Badge on Workflow Cards Workflow cards in the catalog now display the owning team’s name, making it easier to browse and filter automations owned by a specific team.

​
Guidance

Guidance Tickets Tab Guidance now includes a Tickets tab that shows which tickets each guidance item has been applied to and tracks usage over time. See exactly how your guidance is driving agent behavior and which items are most active.

​
Knowledge

  • Access controls are enforced: ServiceNow User Criteria now applies during knowledge retrieval, so restricted articles are only shown to eligible users.
  • Link-first knowledge references: You can paste permanent knowledge URLs directly in workflow builder and help desk flows.
  • Better response relevance: The help agent uses Slack channel context in thread replies about knowledge.
  • Faster retrieval: Knowledge filtering is now lower-latency with no expected quality tradeoff.

​
Workflows

Jump to Builder from Run History Workflow run history now includes an “Investigate in Builder” button. Click it to open that run directly in the workflow builder chat, pre-loaded with run context. Ask the agent why something failed and it immediately has everything it needs — no copying run IDs required.

​
Installable Workflows

New Okta Workflows Pre-built workflows for common Okta identity management operations. New FleetDM Workflows Pre-built workflows for device management operations in FleetDM. New HubSpot Workflows Pre-built workflows for HubSpot CRM automation. New Ramp Workflows Pre-built workflows for Ramp spend management automation. Misc New Installables Additional pre-built workflows across integrations — see the full catalog in app.serval.com for the latest additions.