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Highlights

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Attach response workflows to email campaigns

Response workflows, previously available only in Slack DM and Microsoft Teams DM, are now supported in email campaigns. Recipients can interact with the Respond button and submit structured form data directly from a campaign email. For example, an IT team can email employees with low usage of a SaaS tool, and depending on their response, trigger a workflow to deprovision access.

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Organize workflows into folders

Workflows can now be organized into folders, making it much easier to manage large automation libraries. Create folders by team, use case, or product area to keep your workspace clean as your automation footprint grows. For example, a team with workflows for onboarding, offboarding, and device provisioning can now keep each category in its own folder instead of scrolling through a flat list.

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Set a default triage team

Admins can now configure a default triage team for requests that Serval cannot confidently route to a specific team. For example, an IT admin can designate a general help desk team as the fallback so that unusual or edge-case requests always have someone on them from the start.

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Ticketing

Automatically infer ticket status from subtasks Tickets with subtasks now infer their status from those subtasks automatically, so parent tickets stay up to date without manual changes.

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Access management

Redesigned access profiles page Access profiles have been redesigned with an expandable list view, and every team now automatically gets a built-in “all team members” profile. You can expand any profile to see its criteria, whether that’s specific roles within a team or the full team, making it easier to audit and configure who can trigger a workflow. Redesigned access page The access page now displays a full access catalog, giving employees a clear view of what they can request and how. Employees can review their past requests in the “History” tab of the page.