Documentation Index
Fetch the complete documentation index at: https://docs.serval.com/llms.txt
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Highlights
- Nine languages in the Serval UI
- Guidance is now Skills
- Publish approved updates into third-party knowledge bases
- Send campaigns through Microsoft Teams
Nine languages in the Serval UI
The Serval UI is available in English, German, Spanish, French, French (Canada), Japanese, Portuguese, Portuguese (Brazil), and Russian. Each user picks a display language from the user menu, and the choice is stored per user so it follows you across devices. A built-in glossary keeps Serval-specific terms (skills, workflows, etc.) consistent across every language instead of being translated literally.Guidance is now Skills
Guidance has been renamed to Skills — the label now matches how teams usually talk about reusable in-product instructions and playbooks. Some UI may still show Skills (Guidance) during the rename. Behavior is unchanged; this is a surface rename only.Publish approved updates into third-party knowledge bases
Serval has suggested improvements from ticket activity for a while — gaps where your documentation is thin, answers that have gone stale, and what the Help Desk Agent answered when nothing in your knowledge base covered it. When reviewers approve a suggestion, Serval writes the update into the knowledge base that lives in your connected third-party system — Notion, Slab, Confluence, Freshservice, or ServiceNow — so canonical help content stays where your team already maintains it. For example, when the Help Desk Agent resolves the same question three times with an answer that is not documented in Confluence, Serval drafts an article, sends it through review, and on approval publishes it into that Confluence knowledge base so the next person to ask sees the answer in the same library your authors already use.Send campaigns through Microsoft Teams
Campaigns now work in Microsoft Teams — same audience, message, response workflow, and reporting as Slack campaigns. For example, an IT team running mandatory MFA enrollment can send the same campaign to their Slack users and their Teams users in parallel, route both audiences’ replies into the same response workflow, and watch a single completion report.Workflows
Trigger workflows on ticket attribute changes Workflows can now be triggered when a ticket attribute changes — starting with labels. Adding or removing a label on a ticket can kick off a downstream workflow. Drag to reorder assignment rules Assignment rules can now be reordered by dragging. Rules higher in the list take precedence when multiple rules match, so the order in the UI directly controls assignment behavior. Public API: update users’ phone numbersUpdateUser now accepts a phone number, so workflows that collect phone numbers (for example from HRIS, IdP, or self-service forms) can write them back to user profiles.
Access management
Approval delegation extends to ticket assignments The delegate concept — where an approver can hand off approvals to another user during PTO or temporary leave — now extends to ticket assignments. If you’re delegated, you receive the assignments too. Auto-approve when creator equals approver When a user creates an access request or change request for which they are also the configured approver, Serval now auto-approves it instead of asking them to approve their own request.Ticketing
Label color picker Pick a color for every label at create and edit time. Label colors are aligned with the eight status colors used elsewhere in the product, so badges feel consistent across the UI. CC arbitrary users on email replies When replying to an email ticket, you can now add users to the Cc line as if it were an email client — they’ll receive the reply and be invited to the ticket as subscribers. Slack agent thread titles update dynamically In Slack DMs with the Help Desk Agent, thread titles now update to reflect the actual conversation as it unfolds, instead of staying frozen on the first message. Video reference attachments on tickets Tickets now support video reference attachments — useful for screen recordings attached to bug reports, walkthroughs, or onboarding journey tasks. Videos render in an inline player.Integrations
LinkedIn LinkedIn is now available as a native integration. Common use cases include posting recruitment events from a workflow and pulling profile data into onboarding flows. DocuSign DocuSign is available as a native integration. Send envelopes, check signature status, and retrieve completed documents from a Serval workflow. Medallia Medallia is available as a native integration, enabling customer-feedback signal to flow into Serval workflows and tickets. Typeform Typeform is available as a native integration via OAuth 2.0. Use Typeform responses as triggers or inputs to Serval workflows. PandaDoc PandaDoc templates can now be managed natively inside Serval and used as inputs to workflows that send documents for signature. RSA, IVM, NetSuite RSA, IVM, and NetSuite are now available as native integrations. More control over integration scopes- Intune: Connecting Intune now offers two preset scope bundles — read-only and read/write — covering the most common device-management use cases without requiring admins to assemble individual scopes by hand.
- Microsoft: Microsoft integrations now expose the underlying scopes inside each bundle, so admins can connect with only the specific scopes their workflows need rather than the full bundle.
- Confluence: Confluence integrations now support custom scopes. Previous connections were overpermissioned by default — admins can now scope down to exactly what’s needed.
- Slack: The Slack integration now supports custom OAuth scopes. Add only the scopes your workflows need (for example user-group management) rather than accepting the default scope bundle.