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Highlights

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Set Guidance as “Always-Used”

Set important guidance as “always-used” to ensure the help desk agent always includes this guidance when considering how to respond to every ticket. This ensures Serval follows essential guidance—like compliance requirements, ticket routing, or security procedures—in every ticket resolution. For example
  • Set tone of voice to define how the help desk agent interacts with users
  • Set ticket routing rules to specific owners based on ticket content
  • Set data protection guidance to guarantee compliance on all data-related requests
  • Set security incident response guidance to ensure the AI agent follows your security protocols on every ticket
Always-used guidance configuration

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Set Custom Email Auto-Response

Customize auto-response messages for your team’s email intake. Users receive immediate confirmation that their request was received. When someone emails your team, they receive your confirmation message immediately. Serval will continue to respond as usual via email after that initial message is sent. For example, send “Thanks for reaching out to IT! We typically respond within 4 hours” or “Security team has received your request. For urgent issues, please Slack @security-oncall.”
Custom email auto-response configuration
Navigate between tickets in your list without leaving ticket details:
  • Move between tickets with J/K keys or click the ↑/↓ arrows on the top right
  • Returns to your position when you navigate back to the list
Navigate between tickets using keyboard shortcuts

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Manage Ticket Subscribers via API

Build workflows or integrations that manage ticket subscriptions programmatically with new API endpoints: For example, when building a workflow, automatically subscribe your security lead to all “Add user to Okta” tasks in your onboarding workflow so they’re notified whenever someone is added to Okta.

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Set Custom SLA Time

Create a more precise Service Level Agreement (SLA) by editing the SLA time to be any custom duration in days, hours, and minutes.
Custom SLA time configuration

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Filter by Ticket Type

Filter by ticket type to better organize ticket progress. View root-level “requests” or filter for “tasks” (tickets that belong to a parent request).
Filter tickets by type

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Integration Updates

[New] Rapid7 Comprehensive cybersecurity platform that provides vulnerability management, incident detection and response, application security testing, and log management. For example, pull in the device scans and vulnerability reports from Rapid7 and then cross-reference that with the assets in Jamf. Create a task for users to update their laptop software if vulnerabilities are detected. Freshservice Integration Updates Before, you had to be an Account Administrator to connect Freshservice to Serval. Now you can connect with just workspace-level permissions. Serval automatically filters to show only the workspaces you can access and validates your connection with health checks (workspace access, ticket form fields, and ticket listing).

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Platform UI Updates

Collapsible Side Bar The sidebar is now collapsible to make navigation easier. Icons have been added to all menu items. Teams each have unique icons to more quickly differentiate across teams. Ticket Move Improvements Clearer confirmation and next steps after moving tickets between teams. Warning notification that you will lose access to a ticket after moving a ticket you have not interacted with. Child Ticket Visibility All child tickets (tasks) are now visible at the top of parent tickets, including tasks created by workflows, making it easier to track all related tasks in one place. Workflow Change Tracking Serval tracks unsaved workflow changes and warns only before navigating away from workflows that have been edited to prevent accidental loss of edits. User Mention Popovers Improved handling of deactivated users with clearer visual styling.

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Speed and Performance Improvements

Faster Workflow Loading Workflows load significantly faster in the workflow builder.