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Highlights

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Create custom team roles

Serval’s built-in team roles cover most teams, but they move in a fixed ladder: each role includes everything the one below it can do. You can now define custom team roles instead, picking exactly the permissions a role should carry. Custom roles live alongside the built-in ones in the same role picker, so assigning them is no different from assigning Agent or Manager. For example, you can give your security team a role that views audit logs and runs access reviews without also handing them the ability to publish workflows. Learn more in Custom team roles.

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Sync attachments to connected ticketing systems

Files now flow both ways between Serval and your connected ticketing systems. When a requester adds an attachment on the external system, it appears in the Serval ticket thread and is available to the Help Desk Agent; when a file is added in Serval, it is uploaded to the linked external record. Attachment sync is available for ServiceNow, Jira, Freshservice, Linear, and Zendesk. Learn more in Ticket syncing.

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Trigger workflows when a ticket is assigned

Workflows can now start from a new Ticket assigned event. Whenever a ticket’s assignee changes, Serval can kick off a workflow, so you can automate the handoffs that happen the moment work lands with a person or group. For example, run a workflow that posts a heads-up in a Slack channel whenever a ticket is assigned to your Network group. See Workflow triggers for more.

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Submit tickets on behalf of others

Agents and delegates, such as executive assistants who are granted the permission, can now name a different requester when creating a ticket or update an existing ticket’s requester. The named requester gets visibility and notifications, and the ticket shows who actually submitted it.

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User management

Okta user webhooks Okta user changes can now reach Serval within seconds through an event hook instead of waiting for the scheduled sync. Choose which source wins for each user field When more than one connected source syncs the same user, you can now rank which source is authoritative for each built-in profile field, such as first name, profile photo, timezone, and deactivation status, from your Users database. Match access profiles on custom user fields Access profiles can now match users by your own custom user fields, not just built-in attributes, with a new User fields condition. Manage and deactivate users in bulk The Organization Settings page now separates your directory into Users and Deactivated tabs, so deactivated accounts are easy to find instead of buried among active ones. On the Users tab, admins can multi-select accounts and deactivate them in a single action.

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Help desk agent

Customize requester follow-up messages For every automatic follow-up and the optional closeout message, you can now choose between an AI-written message and your own custom text, complete with variables for first name, last name, full name, and email.