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Highlights

Organization admins can add themselves to Serval teams immediately when clicking a ticket link, without having to navigate to org settings first. If the ticket belongs to a team you’re not a member of, but you are a Serval admin, approve your own access and view the ticket in the ticket link.

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View Assignment Reasons on Hover

Understand why tickets are assigned to specific people. Hover over an assignee to see the reasoning behind the assignment, whether it’s based on workload balancing, expertise matching, or manual selection. Clearer context helps teams manage handoffs and workload distribution.

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Launch Workflows Directly from Application Tabs

Create workflows without leaving the application context. Click the new workflow button directly from the Workflows tab within any connected application. Build automations specific to that service while viewing its available actions and configurations.

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Search New Applications in Redesigned Layout

Find applications faster with the new searchable layout. Filter by name to locate integrations quickly instead of scrolling through lists. The updated design surfaces applications more efficiently for teams managing multiple connected services.

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Integrations

AWS Organizations Retrieve your AWS organizational structure directly in Serval. Access accounts, organizational units, and their relationships to build workflows that understand your cloud environment hierarchy. Freshservice User Mentions and Attachments Bi-directional support for user mentions and file attachments in Freshservice tickets. Tag colleagues and share files from either platform with automatic synchronization. Comments with mentions and attachments flow between Serval and Freshservice seamlessly. Filter Jira Priorities by Request Type Scope Jira priority options based on request type. When creating or updating Jira issues through workflows, only relevant priorities appear based on the selected request type. Reduces confusion and ensures teams use the correct priority levels. Streamlined Teams Configuration Configure Microsoft Graph and Teams integrations with a single sign-in flow. Offers quicker Teams setup with more to come

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UI Improvements

Compact Ticket Header Layout Ticket headers display essential information in a denser format. See ticket ID, status, priority, and assignee at a glance with reduced vertical space. More room for conversation content on smaller screens. Improved Copy-to-Clipboard Interactions Copy actions for IDs, emails, and API keys provide immediate visual feedback. Clear confirmation indicators show when content is copied successfully. Faster, more reliable clipboard interactions across the application.