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Highlights

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Respect Knowledge Source Permissions

The help desk agent now respects document permissions from your connected knowledge sources. Users only see answers from documents they have permission to access in Confluence, SharePoint, Google Drive, and other connected sources. Security boundaries are maintained automatically without manual configuration.
Experience a cleaner, more focused ticket interface with better organization.
  • Compact header: Essential ticket info takes up less vertical space
  • Quick contact: Copy email addresses directly from assignee and requester chips
  • Updated cards: Workflow execution and access request cards display refreshed styling with clearer status indicators about workflow and access progress

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Archive Tickets to Declutter Active Queues

Team managers can archive resolved tickets to keep active views clean. Archived tickets disappear from team ticket lists, “My Tickets”, and analytics dashboards but remain accessible in read-only mode. Access archived tickets anytime from the team menu under “Archive” to maintain audit trails without cluttering daily workflows.

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Collect Ticket Feedback

The ticket feedback system has been overhauled for more robust collection and processing. Feedback on resolution can now be tracked via “like/dislike” and “rating on a scale of 1-5” with comments. Adjust the collection frequency and who will request feedback through the feedback portal in each team. This is team-specific feedback.
New keyboard shortcuts make navigating Serval faster and more efficient.
  • Command palette (CMD+K / Ctrl+K): Search across tickets, workflows, users, apps, guidance, and knowledge articles. Type a ticket ID to jump directly to it, or search by title or content to surface relevant results.
  • Keyboard shortcuts reference (CMD+/): View all available keyboard commands organized by context (Global, Ticket Details, Workflow Builder, and more).
  • Copy ticket link: Quickly copy a direct link to any ticket from the actions menu for sharing with team members. Click the three dots at the top of the ticket and click “Copy link” from the dropdown.

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View Ticket Status in Slack

Updated Slack status UI so you can dynamically view ticket and workflow progress in the Slack message. Users clearly see what type of automation is being run to help execute their request, driving clarity to users and admins.

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Use Files as Workflow Inputs and Outputs

Workflows can now accept files as inputs and return files as outputs. Build automations that process documents, generate reports, and move files between systems.
  • Inputs: Upload a receipt to Ramp for expense processing, submit a SOC-2 report to Vanta for compliance tracking, or send documents to Google Drive for storage
  • Outputs: Export data as a CSV, generate a text file of your Serval audit logs, or create reports from workflow data

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Workflows

Workflows are now more powerful and reliable.
  • Long-running support: Workflows can run for hours or days without timing out. This allows for long-running workflows like migrating catalogue items from another ITSM to Serval.
  • Speed: Faster and more reliable workflow progress tracking and cancellation

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Integrations

HiBob HR platform for managing employee lifecycle, time off, and workforce planning. Connect using Service User authentication to sync employee data and automate HR workflows like onboarding provisioning and time-off synchronization. SharePoint Access SharePoint sites, document libraries, and files for knowledge base integration. Build document-centric workflows that read from and write to SharePoint. Okta Webhooks Trigger workflows automatically when user lifecycle events occur in Okta. Receive real-time notifications for user creation, updates, deactivation, and group membership changes. Granular Microsoft Permissions Choose exactly which Microsoft Graph permissions Serval can access. Select from preset bundles (Teams, OneDrive/SharePoint, Mail/Calendar, Licenses, Groups) or pick specific permissions for maximum control and security compliance.

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Installable Workflows

Assign to Me One-click installable workflow for IT agents to quickly claim ticket ownership. Add from the workflow library to enable fast self-assignment.

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Ticketing

Automate Email CC Handling Ticket subscribers are automatically CC’d on all outbound emails. When someone replies via CC on an email thread, they’re automatically added as a ticket subscriber. Keep stakeholders informed without manual forwarding. Add Checklists to Rich Text Fields Insert checkboxes and formatted lists into any rich text field across the platform. Track task completion directly in ticket descriptions, custom fields, and workflow forms. Create Standard Tickets for Testing Team members can create normal help desk tickets instead of internal execution tickets. Test workflows and agent behavior with production-like ticket routing and responses.

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Guidance

Add Hyperlinks in Guidance Insert clickable links within guidance documents to reference external documentation, internal wikis, tools, or related guidance pages. Select text and click the add link button, or select text and paste a URL directly with CMD+V.

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API Updates

Entitlements Renamed to Roles Public API and workflow builder now use “Roles” instead of “Entitlements” for consistency. Update integrations that reference entitlement endpoints. Standardized API Pagination All public API endpoints follow Google AIP-158 pagination standards. Consistent page tokens and response formats across every list endpoint for a predictable developer experience.