New to Serval? Start with our Day 1 Setup guide to get your help desk operational in a few hours.
Help Desk & Ticketing
Employees submit requests through Slack, Microsoft Teams, email, phone, or web portal. Serval’s AI help desk agent handles each request intelligently:- Routes tickets to the right team based on request content and context
- References knowledge bases to answer questions with accurate, sourced information
- Executes automations to resolve common requests without human intervention
- Escalates to human agents when needed, with full context and transparency
Ticketing Overview
How tickets flow through Serval—from submission to resolution
Help Desk Channels
Configure how employees submit requests via Slack, Teams, email, web, or phone
Automation Tools
Tools to automate your help desk and reduce ticket volume.Workflows
Build automations in plain English with the AI workflow builder
Guidance
Shape how the AI agent responds to specific requests
Knowledge Base
Connect documentation sources for AI-powered answers
Access Management
Just-in-time access provisioning with approval workflows
Suggestions
Automate the automation. Serval continuously analyzes your ticket patterns to identify repetitive requests, knowledge gaps, and opportunities for new workflows. Instead of manually building every automation, let Serval surface what matters most—then review and deploy suggestions with a single click.Suggestions Overview
Learn how Serval generates and prioritizes suggestions
Platform
Learn your way around Serval and configure your organization.Day 1 Setup
Initial configuration and team setup
Platform Orientation
Navigate the interface and dashboard
Permissions
Roles and access control
Org Settings
Organization-wide configuration
Analytics & Insights
Track help desk performance with dashboards covering request volume, AI resolution rates, time-to-resolution, and SLA compliance. Serval’s AI analyzes ticket patterns to surface automation opportunities.Security & Compliance
Enterprise-grade security built in:- Encryption — TLS 1.3 in transit, AES-256 at rest
- Access Controls — Role-based permissions at org and team levels
- Audit Logging — Comprehensive logs of all actions
- Compliance — SOC 2 Type II certified
- Testing — Regular penetration testing
Deployment Options
- Cloud-Hosted
- Self-Hosted
Fully managed service — No infrastructure to manage. Automatic updates, 99.9% uptime SLA.
Integrations
Connect Serval to 40+ tools including Slack, Okta, Google Workspace, GitHub, Jira, and more.CLI & API
API Reference
Programmatic access to Serval resources
CLI
Manage configuration from the command line
Webhooks
Receive real-time notifications
Custom Service API
Manage Custom Apps programmatically
