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Highlights

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Custom analytics dashboards (beta)

Analytics dashboards are now available in beta under Organization → Analytics → Dashboards. Build dashboards from any data your team’s workflows surface, including Serval ticket history, applications connected to Serval, and public APIs. You can create and edit dashboards manually or with natural language prompts via Catalyst (recommended). For example, an IT team could build a help desk health dashboard to track open ticket volume by category, status mix, SLA compliance over time, and top requesters all in one place.

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Time to first human response SLAs

Tickets now support time to first human response SLAs. You can configure the clock to start upon ticket creation or when the SLA is attached, which can be criteria-based. You can configure workflows to trigger at any point in the SLA lifecycle: before breach, at breach, or after. To learn more, refer to our documentation. For example, an IT team that commits to a four-hour first response after a ticket has been escalated to a human can easily enforce that SLA and automatically escalate to a manager when a ticket is approaching breach.

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EU data residency

Organizations can choose EU data residency when deploying Serval. EU-region organizations are hosted at app.eu1.serval.com on AWS EU Central, and all customer data (including tickets, knowledge base content, users, files, workflows, and audit logs) is stored and processed within the EU. To learn more, refer to our documentation. Because the region is set at organization creation and cannot be changed afterward, EU customers should start their pilot directly in the EU region rather than the US region.

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Workflows and skills

Organize skills into folders Like workflows, skills can now be organized into folders. Create folders by team, use case, or product area to keep your workspace clean as your automation footprint grows. Bulk actions for skills and workflows Skills and workflows now support bulk actions: move, duplicate, or delete multiple items at once.

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Help desk agent

Collect access requests with a form When enabled, the help desk agent presents a form for end users to input request details such as access duration and business justification instead of gathering the details over chat. Two-column layout for Serval Slack DMs Serval DM messages in Slack now use a two-column layout. Fields like name, description, and ticket link render side by side rather than stacked, making it faster to scan structured information.

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Databases

Files as a column type Database entries now support file attachments as a native column type. Add a Files column to any database to store documents, screenshots, or reference materials alongside the record they belong to. Organize fields into tabs Fields in a database entry can now be organized into tabs. Group related fields together to reduce visual clutter on entries with many attributes.