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Highlights

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Approval Delegation

Approvers can now delegate their approval authority to another user. When an approver is unavailable, access requests and workflow approvals route to their designated delegate automatically instead of stalling.
  • Set delegation rules in settings: Admins can configure delegation per user or per group from the org settings panel.
  • Clear attribution in the timeline: The approval timeline shows who delegated and who made the final decision, so the audit trail stays clean.
  • Public API support: Delegation rules are configurable via the Serval public API for teams managing approval workflows programmatically.
For example, configure a VP of Engineering to delegate all access approvals to their chief of staff during an offsite, so GitHub requests still resolve in hours instead of days.

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Access Requests via the CLI

You can now submit and manage access requests directly from the Serval CLI. Request access, check status, and respond to approval prompts without opening a browser. This is useful for engineers and IT admins who want to handle routine access workflows without context-switching out of the terminal.

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Lexical and Keyword Search in the Knowledge Base

The knowledge base now supports lexical and keyword search alongside semantic search. When a user asks about something by exact name, such as a specific policy title, internal tool name, or process code, results now match on the literal term rather than relying solely on meaning-based retrieval. This reduces cases where semantic search returns topically related but technically wrong results for exact-match queries. Both modes now run together, so the best result wins regardless of whether the query is conceptual or specific.

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Salesforce Integration

Connect Salesforce to Serval to build workflows that read from and write to Salesforce records. Use it to automate IT provisioning tied to CRM data, route requests based on account or opportunity context, or surface relevant Salesforce data in help desk tickets.

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SailPoint Integration

Connect SailPoint to Serval to incorporate your identity governance data into access workflows. Query entitlements, sync identity data, and build access request and provisioning flows that reflect your SailPoint identity model.

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LaunchDarkly Integration

Connect LaunchDarkly to Serval to manage feature flag access through workflows. IT teams supporting engineering can handle LaunchDarkly access requests, onboard engineers to the right flag environments, and automate flag permissions as part of broader provisioning flows.

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Access Management

Restrict Users to One Role Per Application A new toggle lets admins enforce a single active role per application for each user. When enabled, assigning a new role for an app automatically removes any conflicting roles. Use this for tools where role overlap creates access ambiguity, such as Figma, where a user should hold either Editor, Admin, or Viewer, but not multiple at once. Public API for Access Profiles Access profiles are now available via the Serval public API. Read and manage access profile definitions programmatically for reporting, automation, or integration with external identity tools. Entitlement Expiration Reminders Users now receive a notification one hour before a time-limited role expires. This gives them time to request an extension before access is automatically revoked, reducing helpdesk interruptions from unexpected access loss.

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Installables

Zoom Installable Workflows New installable workflows for Zoom covering common IT help desk operations, including license provisioning, room management, and user account updates. Install directly from the workflow catalog. Installable Workflows for Slack Reactions Two new installable workflows trigger from Slack reactions. React with 👀 to assign a ticket, or ✅ to resolve it. Install from the catalog and customize to fit your team’s reaction conventions.

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Email

Email Thread History on CC’d Tickets When Serval receives an email that CC’s the intake address on an existing thread, it now correctly extracts and includes quoted email history from the HTML body. Agents and teammates see the full conversation on the ticket, not just the latest message. Routing for Emails with Failed DKIM Verification When allow_all_domains is enabled and an incoming email fails DKIM verification, the ticket is now escalated to a human agent instead of being silently dropped. This addresses a gap for organizations where users forward email to the intake address via a Google Group or similar relay that breaks DKIM.

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Workflows

Workflow Builder Draft Persistence The workflow builder now preserves your chat draft when you switch between the builder tab and run history. You can review a recent run and return to your draft exactly where you left off.

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Platform

CLI Auth Fix for Multi-Org Users Fixed an issue where the CLI login flow would fail or behave unexpectedly for users belonging to multiple Serval organizations. Session metadata is now correctly recorded during device authentication. Slack Reaction Workflows Now Ignore Bot Messages Slack reaction workflows no longer trigger when a bot adds a reaction to a message. Only human reactions now fire reaction-based workflow triggers. Approval Timestamp Clarity The ticket timeline now shows two distinct timestamps for approvals: when the approval window opened and when the actual approval decision was made. Previously these were displayed as a single timestamp, which made it harder to audit how long approvals were pending.