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Highlights

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Send campaigns over email

Campaigns can now be delivered via email in addition to Slack, so you can reach employees wherever they actually work. Configure your campaign the same way you always have and pick email as the destination. For example, an IT team rolling out a new VPN policy can send the announcement directly to employees’ inboxes, with a clean record of who received it.

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Configure Help Desk Agent escalation behavior

You can now set how the Help Desk Agent handles escalation on each connected Slack channel. Under Help Agent, pick the mode that matches how noisy the channel is and how much you want Serval to speak before handing work to a human. Help Desk (When Relevant). Serval replies to the initial request only when it has relevant context to help. If it needs to escalate on the first message, it hands off without posting a filler reply (you’ll see a handed-off signal in the thread). Help Desk (Always Respond). Serval replies on tickets and follows the usual path: respond first, then escalate to a human when it cannot resolve the request. For example, in a request where a user asks for help for something Serval has no information or functionality for, Help Desk (When Relevant) keeps Serval from repeating the user’s request back and saying it has escalated the ticket, while Help Desk (Always Respond) fits a dedicated support channel where every request should get an immediate acknowledgment.

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Readonly Agent role

A new Readonly Agent team role is available when you add members to an agent team. Readonly Agents can view tickets, activity, and agent behavior but cannot make changes. For example, a security auditor or department head can be added to the IT Help Desk Agent team to monitor volume and activity without risking accidental edits.

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Select app instances in workflow steps

If your workspace connects multiple instances of the same app, you can now select the specific instance you want a workflow step to use. Instances are grouped in a clean dropdown so there is no ambiguity about which one gets called. For example, a company with separate Okta tenants for US and EU employees can build workflows that explicitly target the right tenant at each step.

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Workflows

Approval send-back Inline approvals now support a “Send Back” option alongside Approve and Deny, so approvers can return a request for more information without rejecting it outright. Cross-field filters Workflow form fields of type Entity Reference can now filter their available options based on the value of another field in the same form, making dynamic forms much cleaner to configure. Scheduled workflow fire time The exact time a scheduled workflow triggers is now available as a variable you can reference inside the workflow itself. Submit with Enter or Cmd+Enter Users can now choose whether pressing Enter submits a message or inserts a new line, configurable in personal settings.

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Ticketing

Catch-all queue mode A new queue configuration option makes all incoming tickets private by default, giving you a clean access baseline before routing rules apply. Paginated audit logs Audit logs are now paginated and filterable, making it practical to search and review activity at scale. Ticket Viewed audit event Viewing a ticket now generates an audit event, adding a layer of traceability for compliance-sensitive teams. Retry canceled workflow runs in journeys When a journey subtask’s workflow run is canceled, you can retry it from the subtask view, the subtask hover card, or the workflow run sidepanel. Canceled runs show a clear status and a Retry action so you do not have to recreate the subtask from scratch.

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Integrations

Tailscale Tailscale is now available as a native integration. DockerHub DockerHub is now natively integrated with support for both personal access tokens and organization access tokens. Factorial Factorial is now available as an integration. Email allowlist subdomains Email allowlists now support subdomain entries, so you can cover an entire domain family with a single rule rather than listing each subdomain individually. Dark and light mode logos Workspaces can now set separate logos for dark and light mode, so your Serval environment matches your brand in both themes. Hibob Custom fields and UI improvements are now available for Hibob-connected workspaces.