Highlights
- Help desk agent evaluations in beta
- Native ticket status workflows
- More ways to filter and search ticket views
- Org-wide channels on Slack Enterprise Grid
Help desk agent evaluations in beta
Evaluations, now in beta, let you safely and systematically test how your Help desk agent handles realistic support scenarios without manually creating tickets. Each evaluation is a test case: define the requester, their opening message, the scenario context, and a successful outcome, then run it as a single reply, an automatic conversation with a simulated requester, or an interactive session you drive. Workflow calls and access requests are simulated by default, so nothing changes in your connected systems unless you explicitly allow selected workflows to run live. Every run keeps the full conversation, tool and workflow activity, and outcome on revisioned configs. To try it, head to Settings, then Evaluations, or just ask Catalyst to run an evaluation. For example, simulate a new hire asking for access to Figma and verify the agent gathers the right context and routes the request for approval, without touching your real systems.Native ticket status workflows
You can now define a native, editable status-transition workflow for each ticket type, allowing you to control which status a ticket is allowed to move to next. Build the transitions by hand, or import them straight from an existing Jira workflow so your Serval ticket lifecycle matches the one your team already runs in Jira. Once transitions are enabled for a ticket type, both human agents and the Help Desk AI Agent are held to the paths you define. For example, restrict an Incident so it can only move Open → In Progress → Resolved Learn more in Ticket statuses.More ways to filter and search ticket views
Ticket views gain several new ways to slice your queue. You can now filter by assignment group with an is not condition, by whether a ticket has been escalated, by its source, and by the connected service it syncs with. Views can also match on requester attributes (any custom user field) and you can search your tickets by the external ticket ID or key from the connected system. For example, build a view of every escalated ticket that did not come from your Network group, or paste a Jira key likeINC-482 into search to jump straight to the linked Serval ticket.
See Filter and sort tickets for more.
Org-wide channels on Slack Enterprise Grid
Serval now supports org-wide channels on Slack Enterprise Grid. Teams on Enterprise Grid can connect channels that span the whole Slack organization, so the Help Desk Agent works in shared channels that aren’t scoped to a single workspace. For example, connect a company-wide#it-help channel that lives at the Enterprise Grid level and route its requests into Serval like any other Slack channel.
See the Slack integration for setup.
Ticketing
Major incident resolution cascades to linked tickets Resolving a major incident now propagates that resolution to the tickets linked to it, so the whole cluster closes out together instead of one at a time. Single user as a secondary fallback assignee Fallback assignment can now name an individual user, not just a group, as the secondary fallback for a team’s tickets. Label conditions on assignment routing rules Assignment routing rules can now branch on a ticket’s labels, so you can route by label as well as by the existing conditions. See Assignment routing. Hide custom fields by default A custom field can now be marked hidden by default, so it stays out of the way until someone chooses to reveal it. See Custom fields. Notify assignees about internal notes Ticket assignees are now notified when an internal note is added, so private context doesn’t slip past the people working the ticket.Knowledge
Requester-facing knowledge catalog Requesters can now browse a knowledge catalog in the portal to find answers themselves, and admins can control whether the catalog card is shown. Pause, resume, or cancel a running knowledge sync From the connected source card you can now pause a Knowledge sync in progress, resume it later, or cancel the in-flight run entirely. This way, a long-running or misconfigured sync doesn’t have to finish before you can fix it.Integrations
New native integrations Serval adds four new integrations: Paycom, Duo Security, SAP Concur, and SAP SuccessFactors. LDAP / Active Directory is now GA The LDAP/AD connector is now generally available and appears in the standard integrations gallery. See LDAP / Active Directory. Set the ServiceNow knowledge portal by pasting an article link When configuring ServiceNow knowledge ingestion, you can now set the knowledge portal simply by pasting a link to one of its articles, and the article portal path is configurable per tenant. See ServiceNow. Leave AI-owned Jira tickets unassigned on escalation For Jira ticket sync, you can now choose to leave AI-owned tickets unassigned when they escalate, instead of forcing an assignee. Health alerts for integrations You can now turn on health alerts for a connected app instance. Serval then runs daily health checks and flags a failing sync or check, so a broken integration surfaces instead of silently going stale.Users and notifications
Reactivate deactivated users Admins can now reactivate a previously deactivated user to unblock their email and access again. More languages Serval now fully supports Spanish (Mexico), Korean, and Simplified and Traditional Chinese, andlocale is now a standard, sync-able user attribute so each person’s language can flow in from your connected source.
Access-review notifications on Slack, Teams, and email
User access reviews now notify reviewers where they already work: Slack, Microsoft Teams, and email.
New email notifications
Serval now supports email notifications for four more events: ticket created, access expiring soon, suggestion created, and workbench status changes.
Override OAuth endpoints on OIDC providers
Admins configuring an OIDC identity provider can now set the OAuth endpoints manually, for providers whose discovery document doesn’t match the endpoints Serval should call.