Skip to main content

​
Highlights

​
Gate skills by access profile

You can now use access profiles to decide which skills apply to which people. Attach an access profile to a skill, and Serval only offers it to requesters whose profile matches that audience. See Access profiles.

​
Schedule when an approval delegation applies

Approval delegation rules can now carry an active window. Instead of delegating your approvals indefinitely, set a start and an end so the delegation turns on and off on its own. For example, delegate your approvals to a teammate for the week you’re away, and they revert to you automatically when the window closes. See Approvals.

​
Live agent in the embedded chat widget

The embedded Serval chat widget now supports live-agent handoff. When a conversation moves from Serval to a person, the requester sees the human agent’s replies in the same widget and can start or end the live session from controls built into the chat, so the whole exchange stays in one place.

​
A refreshed Analytics home

The Analytics landing page now opens on the work you check most. A strip of your dashboards runs across the top, an at-a-glance SLA summary sits alongside the existing charts, and the separate tab strip is gone in favor of this single home. You can star the dashboards you rely on so they lead the list, and pin any dashboard to the sidebar for one-click access. See Analytics.

​
Route Jira tickets by project and workflow

When Serval creates tickets in Jira, you can now choose the destination project more precisely. Set a default project for tickets that don’t match a specific route, and route ticket creation through a workflow that picks the project from the ticket’s details. You can build these routing workflows directly in Catalyst. See Jira.

​
Ticketing

Sub-group the team ticket list The team ticket list now supports a second grouping level, so you can break a group down further (for example, by status within assignee) the way you would in a tool like Linear. Keyboard navigation for the ticket list Move through the ticket list and open tickets from the keyboard, without reaching for the mouse. Show visibility groups as a column The ticket list can now display each ticket’s visibility groups as a column, so you can see at a glance who a ticket is scoped to. Filter analytics by assignment group The analytics Overview and SLA pages can now be filtered by assignment group, narrowing the metrics to the group you pick.

​
Help desk

Deterministic caller verification for voice Serval now verifies the caller at the start of a phone call using a defined verification step, so a voice conversation only proceeds once the caller’s identity is confirmed. See Phone channel.

​
Knowledge

Scope SharePoint discovery to chosen sites and folders When connecting SharePoint as a knowledge source, you can now pick the specific sites and folders to ingest instead of crawling everything. See connected sources. Per-item knowledge sync history Each knowledge item now records a sync history, so you can see when it last synced and what happened.

​
Platform

Team managers can create their own API keys Team managers can now generate, view, and revoke scoped API keys for their team from team settings, without going through an org admin. Grant approval override through custom roles The ability to override an approval can now be granted through a custom role, so you can give a role exactly that permission without broader access. Brand the embedded widget from settings Admins can now set the embedded widget’s name, logo, and a dedicated square launcher icon from settings. Inbox view menu and keyboard approval queue The inbox gains a view menu for switching what it shows, and you can work through pending approvals from the keyboard.

​
Integrations

New native integrations Serval adds native integrations for Palo Alto Strata Cloud Manager, Cisco Catalyst Center, Uyuni, VMware vCenter, Socket, Have I Been Pwned, Linx Security, and Figma. Ingest Zendesk groups Serval can now ingest Zendesk groups as Serval groups, so Zendesk group membership is available for routing and access. Delta sync for Active Directory The LDAP/Active Directory integration now syncs users and groups incrementally, picking up just the changes since the last sync. Run Workday calls as the acting user Serval can now make Workday Person REST calls as the acting user, so results respect that user’s own Workday permissions. See Workday. Freshservice resolution notes as internal notes When Serval ingests a Freshservice ticket, its resolution notes now come in as internal notes. Drive ticket status from GitHub pull requests A connected GitHub app can now move a ticket’s status in response to pull request events, so a linked ticket keeps pace with the PR.

​
For developers

Public API additions The public API gains several new capabilities: read and manage assignment rules ordered by priority, create custom field definitions, move a knowledge document between locations, and read knowledge document content as Markdown. Push and pull skills with the CLI The Serval CLI can now push and pull Help Desk and Catalyst skills alongside the rest of a team’s configuration.