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Highlights

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Enable Time-Bound Support Token Access for Customer Tenants

Serval support engineers can now request temporary access to customer tenants via support tokens. Admins generate time-limited tokens that grant Serval CSEs the access they need to troubleshoot issues directly. Tokens expire automatically, and all access is logged for audit purposes.

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Ingest Service Catalogs and Run Them as Workflows

Import your existing service catalog items from ServiceNow and Freshservice and run them as Serval workflows. Migrate your catalog without rebuilding from scratch—Serval ingests catalog items and converts them into executable workflows that your team can trigger, customize, and extend. For example, import your “New Laptop Request” catalog item from ServiceNow and immediately run it as a Serval workflow with all the original fields and approval logic intact.

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Assign Granular Team Roles

Three new roles provide finer control over team permissions:
  • Viewer: Read-only access to tickets, workflows, and team content
  • Limited Builder: Create and edit workflows without publishing or managing team settings
  • Builder: Full workflow creation and publishing rights without admin-level team management
Assign the right level of access to each team member based on their responsibilities.

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Extend Access from Any Ticket

Users can request additional time for expiring access from any ticket—either the original access request or a new one. When time-limited access needs to be extended, request an extension and get the access duration updated directly. For example, a contractor with 30-day AWS access can request a 2-week extension from their original access ticket without creating a new request.
The sidebar and team settings have been redesigned for faster navigation and easier configuration.
  • Team search: Find teams instantly by searching in the sidebar instead of scrolling through a list
  • Focused team view: View one full team at a time for a cleaner experience
  • Direct settings access: Click Settings to view all team configuration options—no more hunting through the ”…” menu
  • Capabilities toggle: Enable or disable specific Serval products per team from the new Capabilities tab in Settings

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Integrations

Box Connect Box to pull documents into your knowledge base. Build workflows that read files, sync folders, and use Box content as context for help desk responses. Justworks HR platform integration for automating employee data workflows. Sync reference files, automate onboarding documentation, and build HR automations with Justworks data. Azure Resource Manager Manage Azure cloud resources directly from Serval workflows. Query resource groups, manage deployments, and automate cloud infrastructure tasks. Snowflake Connect Snowflake data warehouses to Serval. Query data, manage users, and build workflows that interact with your Snowflake environment.

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Ticketing

Manually Escalate Tickets from Slack Escalate tickets to a human agent directly from Slack without AI involvement. Click the manual escalation button to immediately route the ticket to your team queue—no LLM processing required. Toggle Off Email Auto-Responses Disable automatic email responses per team. When turned off, Serval creates tickets from incoming emails without sending an immediate acknowledgment. Useful for teams that prefer manual first responses. Send Private Messages with the Lock Emoji Add a 🔒 lock emoji to your message in a team-only help desk channel to make it a private internal note on that ticket. The message stays visible only to team members and won’t be shared with the ticket requester. Quick way to add internal context without leaving Slack.

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UI Improvements

Suggested Team Members Team settings now suggest users to add based on ticket interactions and organizational data. Improve team coverage by quickly adding members who frequently interact with your team’s tickets. Assignment Rules Interface Updates Refreshed assignment rules configuration with clearer controls and improved visual feedback. Easier to create and manage rules that automatically route tickets to the right assignees.