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Highlights

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Reply clarification in Teams DMs

Microsoft Teams DMs don’t have threads, so a conversation with Serval can span several open tickets at once. When you send a message that could belong to more than one of your open tickets, Serval now sends you a card listing the most likely tickets, ranked by relevance, along with the option to start a new ticket instead. This ensures that short, ambiguous replies always land on the ticket you want. For example, if you reply “no” while you have three open tickets, Serval asks which ticket you mean instead of guessing.

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Reply with quote in Teams DMs

You can now use Microsoft Teams’ built-in reply with quote feature to tell Serval exactly which conversation you’re responding to. Hover over any Serval message, choose reply with quote, and Serval routes your reply to that message’s ticket.

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Custom help desk agent avatar in Teams

If your organization customizes its help desk agent with its own name and logo, Serval’s replies in Teams now show your custom avatar alongside your custom agent name.