Highlights
- Approve Guidance Suggestions
- Add Tasks to Tickets
- Trigger Workflows via Webhook
- Duplicate Workflows Across Teams
Approve Guidance Suggestions
Turn manual resolutions into reusable automations automatically. Serval suggests adding or updating guidance when teammates manually resolve tickets. Suggestions appear in the Guidance platform, via direct message in Serval’s Slack app, or directly in tickets, where managers can approve or reject them. Anyone can also ask Serval to remember guidance directly from any conversation. The more you use Serval, the more suggestions you receive.
Add Tasks to Tickets
Add tasks to tickets and assign them across teams so multiple people and workflows can work in parallel. Set parent tickets to organize existing tickets into tasks. Tasks can combine automated workflows and manual work, and workflows can create tasks automatically. Use the “Relation” filter to view parent or child tickets. Serval uses a two-layer ticket and task hierarchy, so tasks cannot have sub-tasks.
Move Tickets Between Teams
Transfer tickets between teams to route requests to the right team for resolution, even if you aren’t a manager or agent in the receiving team. If you’re not in the receiving team, only that team will have access after the transfer.
Attach Any File Type to Tickets
Users can now attach any file type to tickets.Route Requests to Team Slack Channels
Route requests to dedicated Slack channels for each team. Create a Slack ‘Team Inbox’ to receive all your team’s tickets, or a ‘Team Inbox on Escalation’ to receive only escalated tickets, so there’s a single place to review all tickets that require manual resolution. For example, #serval-IT receives all IT requests, while #serval-IT-escalated receives only tickets requiring manual review.
Trigger Workflows via Webhook
Trigger Serval workflows from any external system that supports webhooks. Serval generates a webhook URL and secret key to configure in your apps. For example, when someone submits a reimbursement in Ramp, the webhook triggers a workflow to notify the approver in Slack for immediate approval.
Select Workflow Type
Select your workflow type to guide the workflow builder before you start building. Choose from help desk, team-only, scheduled, or webhook-triggered workflows. Or let AI choose for you.
Duplicate Workflows Across Teams
Copy workflows from one team to another to replicate successful automations. You can copy workflows to teams where you have manager rights.
Update Tickets via Serval API
Build workflows that update Serval tickets via API to automate ticket management from any system in your tech stack.Duplicate Applications Across Teams
Duplicate integrated applications to other teams in one click to replicate successful setups without reconfiguring from scratch. You can copy applications to any team where you have manager rights.
New Integrations
PersonaIdentity verification. CrowdStrike
Cybersecurity monitoring and incident response workflows. Envoy
Visitor management workflows. Added Envoy Installable workflows. Figma
Collaborative interface design application. Datadog
Cloud-based monitoring and analytics platform to monitor infrastructure, applications, and logs in real-time. Ashby
Applicant Tracking System with recruiting analytics. BambooHR
Human Resources Information System (HRIS).
Knowledge Base Updates
Zendesk Knowledge BaseIngest articles from your Zendesk KB.
Platform UI Updates
Ticket Detail ImprovementsCleaner layout and timezone information on the ticket list. Access Request Log Exports Additions
Export log reports from the role portal with additional compliance and audit details.
Speed and Performance Improvements
Improved Load TimesFaster load times on repeat visits and offline capabilities through improved caching.