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Highlights

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Send Campaigns and Collect Responses with Workflows

Broadcast templated messages and collect replies through attached workflows. Set up under Team Settings → Capabilities → Campaigns. See the Campaigns overview for full detail.
  • Target users, groups, or a CSV (columns personalize the message).
  • Schedule now, at a set time, or by each recipient’s local timezone.
  • Preview the message and workflow form, then send; recipients get Slack DMs and tap Respond.
  • Track who finished and what they submitted on insights.
For example, run a quick pulse after rolling out a new internal tool—star ratings, “what’s confusing?,” optional contact—and wire the workflow so rough feedback opens a ticket for IT while the rest stays in insights.

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Receive Notifications in Your Serval Inbox

Serval now has an Inbox in the web app where you receive notifications about tickets, access, approvals, and more—organized in one list with a detail pane instead of chasing everything across Slack alone. Open Inbox from the sidebar, filter by notification type, team, or who triggered the update, switch to unread only for a tight queue, then use Mark all as read from the header menu when you are caught up. It is built for people who juggle high notification volume or multiple teams and need one surface to triage without losing context. See Inbox in the platform docs for a quick tour.

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Enable Web Search for the Help Desk Agent

The Help Desk Agent can now search the web when it needs information that isn’t in your knowledge base. If a question falls outside your internal docs, the agent pulls from live web sources and surfaces an answer without bouncing the request back to IT. This means employees get faster resolutions on product questions, industry topics, or anything that lives outside your Confluence, Notion, or SharePoint. Your team doesn’t have to manually maintain knowledge to cover every possible question. For example, an employee asks about setting up a new tool your team hasn’t documented yet. Instead of creating a ticket, the agent searches the web, finds the setup guide, and sends it directly in Slack.

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Connect AI Assistants with User MCP

Serval now supports MCP (Model Context Protocol), giving users a way to connect AI assistants and developer tools directly to their help desk. Once connected, tools like Claude can look up tickets, check access status, and interact with Serval on a user’s behalf. This opens up a new class of workflows where AI assistants act as an interface layer into Serval — useful for power users and developers who want to work from their tools of choice rather than switching to Slack or the web portal.

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Route Tickets Using Schedules in Assignment Rules

Assignment rules can use schedules so routing depends on when a ticket is escalated—for example, sending after-hours volume to an on-call group while business-hours traffic goes to the primary queue. Define reusable business hours in team settings, then reference them as a condition in your assignment rules. For how schedules work, how to create them, and how they combine with SLAs and assignment, see Schedules in ticket configuration.

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Delegate Approvals to a Manager

You can delegate your approval authority to a manager, so access and workflow approvals keep moving when you are unavailable. Choose a manager from the delegation selector; they approve on your behalf with a clear audit trail for who decided what. This covers vacations, out-of-office blocks, and back-to-back meetings—without IT manually reassigning or escalating every request.

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Ticketing

Move tickets to teams using a structured form Moving a ticket to a different team opens a structured form instead of a simple selector. You get more control over how the ticket is configured when it lands in the new team. Trigger workflows when tickets move to a team A new event trigger fires when a ticket is moved to a team. Use it to start a workflow, notify a channel, or run any automation based on team routing. Keep Serval active after tickets change teams When a ticket moves to a new team, Serval stays active and tries to resolve the request in that team before escalating. Moving a ticket no longer forces an immediate escalation. Show org-wide catalog items to every user When a workflow is set to “anyone in the org,” its catalog items are visible to every user in the organization—not only members of the owning team—so company-wide self-service workflows surface correctly in the catalog. View and edit custom fields from the ticket side panel Custom fields are available in the ticket side panel so agents can see and edit them without opening the full ticket view. Exclude journey tickets from standard ticket list APIs Journey-associated tickets are excluded from standard ticket list API responses so routine lists stay focused on core help desk traffic.

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Email

Add To-field recipients as ticket subscribers When an inbound email creates a ticket, anyone in the “To” field is now automatically added as a ticket subscriber. Previously only CC recipients were added. The subscriber UI has been updated to reflect both To and CC field recipients. Forward inbound email images to Slack channels Image attachments on inbound emails are now forwarded correctly to connected Slack help desk channels and appear alongside the ticket thread.

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Knowledge

Monitor knowledge sync status in the redesigned UI The knowledge sync interface has been redesigned with better visibility into sync status across all connected sources — Confluence, Notion, SharePoint, and Google Drive. You can now see what’s syncing, what’s complete, and what needs attention without digging through settings. Sync performance is also faster under the hood, and long-running syncs no longer time out.

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Notifications

Notify users before access entitlements expire Serval now sends a proactive Slack message and inbox notification one hour before a user’s access entitlement expires. Notifications are off by default — enable them in notification settings. For example, a contractor’s access to your GitHub organization is set to expire at 5 PM. At 4 PM, they get a Slack notification with a link to request an extension before they’re locked out. Reorganize notification settings by channel The notification settings page has been reorganized by category with sub-pages for each notification channel. Microsoft Teams is now listed as a notification channel alongside Slack and email, bringing it to parity in the settings UI.

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Access Management

Set recommended access duration to none or infinite When configuring access profiles, you can now set the recommended access duration to “None” or “Infinite” in addition to specific time windows. Previously, only specific durations could be set as recommended. See access catalog updates without reloading the page Adding a new role or resource to your access catalog now appears immediately without requiring a page refresh. Open large access profiles in virtualized dialogs Access profile dialogs are now virtualized and load smoothly for catalogs with thousands of groups, roles, or workflows. Previously, large catalogs caused slow or broken dialog behavior. Search tickets, read field history, and manage teams via the public API New public API capabilities include searching tickets and retrieving ticket field value history for integrations and reporting. Organization API key policies can also include UPDATE_TEAM and DELETE_TEAM for programmatic team membership updates. Sort organization users by role The organization settings users table now supports sorting by role.

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Integrations

Connect Gong to Serval workflows Gong is available as a native integration so you can use Gong’s REST APIs from Serval workflows.

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Workflows

Complete workflow forms with a compact layout on small screens Workflow form inputs use a tighter layout on small screens so requesters can complete forms more easily on mobile.

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Platform

Brand magic link login with an organization-specific link Magic link emails and the login experience can reflect your organization when users start from an org-specific login link.