Automate 80% of IT tickets in 24 hrs

AI Agents for IT: How Serval Automates 80% of Tickets in 24 Hours

At this year’s Jamf Nation User Conference (JNUC) in Denver, the largest gathering of Apple IT professionals in the world, Serval joined as a deep integration partner to showcase our AI-native platform.

Throughout the week, our team demoed Serval’s integration with Jamf across hundreds of Jamf admins. The highlight: a deep dive session, “AI Agents for IT: How Serval Automates 80% of Tickets in 24 Hours,” led by CEO Jake Stauch.

For those who couldn’t attend in person, here’s a recap of what Jake shared and how IT leaders are using Serval to automate the work behind the work.

From Tracking IT tickets to Resolving them

Jake opened with the story behind Serval: after years building new product lines at Verkada, he and co-founder Alex McLeod heard the same refrain from IT leaders: “Get me out of help desk.”

Most ITSM tools, he explained, are built to track work, not resolve it. Serval flips that model, building a system that actually closes tickets instead of cataloging them.

“We wanted to make it easier to automate a task forever than to do it manually once. And a year in, that's what we've built.”

That principle defines Serval’s architecture today: a unified ITSM, workflow, and access management platform powered by AI agents that can execute any action in any app, securely and deterministically.

Inside Serval’s AI Agents

Jake demonstrated how Serval’s AI agents live where users already are: Slack, Teams, email, or Serval’s web portal. Requests like “I need access to Figma” or “reset my password” are automatically fulfilled with proper approvals, time limits, and audit logs.

When an issue can’t be fully automated, Serval hands it off to a human with full context and a built-in Copilot to accelerate resolution. Even fully automated requests are logged as “tickets,” so teams can track automation rates, SLAs, and compliance outcomes in one place.

“Even when the AI resolves it instantly, it’s still a record. That’s how you prove automation, not just claim it.”

Jamf + Serval: Smarter Workflows for Apple IT

Serval’s integration with Jamf Pro and Jamf Connect was one of the session’s most discussed topics. Jake showcased how Serval extends Jamf automation beyond device policy management to full-service IT operations.

Some of the most popular Jamf-connected workflows included:

• Automated Offboarding: Lock and wipe a user’s Mac via Jamf, remove accounts in Okta and Google Workspace, and archive their data, all from a single workflow command.
• Device Compliance Monitoring: Generate a weekly Slack or email report of devices that haven’t checked in or are missing a required policy.
• Lost Device Escalations: When a device goes offline for more than seven days, Serval automatically creates a ticket, checks the user’s last login, and pings IT with remediation options.
• FileVault Recovery Key Retrieval: Agents can securely fetch FileVault recovery keys and message it to the end user to immediately unblock them… or trigger re-encryption workflows when a user is locked out.

Every action runs with full version control, approval logic, and auditability to meet the compliance bar for enterprise IT and security teams.

Building Workflows in Natural Language

One of the crowd-favorite demos was Serval’s workflow builder. In a single prompt: “offboard user from Jamf and lock their device” Serval generates a complete, editable TypeScript workflow.
Teams can review, adjust, and commit the workflow directly in Serval or sync it to GitHub for versioning.

The platform ships with hundreds of pre-built workflows including onboarding and access revocation that can be installed and customized in minutes.

Jake described it best:

“We call it vibe coding for IT. You describe what you want in plain English;. Serval writes the code, enforces security, and runs it reliably.”

Security and Control by Design

Security remained central throughout the talk. Serval allows fine-grained control over who can request access, who must approve it, and how long it lasts. Policies can automatically block sensitive data (PII/PHI) from being shared, trigger escalations, or require reauthentication before running a workflow.

Serval is HIPAA-compliant, supports Serval cloud, hybrid on-prem and self-hosted deployments. It also offers full two-way sync with ITSMs like ServiceNow, Jira, and Freshservice so IT teams can layer Serval on top of their existing stack or replace the ITSM entirely over time.

Customer Q&A Highlights

The room was full of engaged IT and security leaders and the Q&A surfaced thoughtful questions. Some highlights:

• Can this work with our existing ITSM?
  Yes. Serval supports full two-way syncing and can run as a layer on top of existing ITSM tools like ServiceNow, Jira Service Management, FreshService, and Zendesk. You can continue using your current system of record while Serval handles the automation, or migrate fully when ready.
• How secure is the platform?
  Serval is SOC 2, GDPR, and HIPAA-compliant and supports Serval cloud, hybrid on-prem, or fully self-hosted deployments. Permissions are tightly scoped via OAuth or API keys, and every action can include approval gates, PII/PHI detection, and audit logging.
• Can we run workflows in our own environment?
  Absolutely. Customers can choose between Serval Cloud, on-prem, or hybrid deployment. In hybrid mode, Serval executes code within your own infrastructure so sensitive credentials never leave your environment.
• What about version control and transparency?
  Every workflow published automatically creates a new version in Serval. You can manage versioning in the Serval app, or manage workflow code in GitHub.
• Can we run custom code or scripts?
  Yes. Workflows are written in TypeScript. Serval can execute any code, and can take any action in any API.
• How do I refine or extend automations?
  You can literally chat with them. Serval’s workflows can be edited in natural language, instantly updating the underlying code. This approach makes iteration faster and more maintainable than traditional drag-and-drop builders.
• Does it support multiple languages?
  Yes. The help desk agent supports 100+ languages, enabling global IT teams to deliver a consistent AI-driven experience across regions.
• How is licensing handled?
  Serval uses predictable, seat-based pricing with no hidden API or credit fees so teams know exactly what they’ll pay regardless of automation volume.

The result: predictable cost, enterprise-grade control, and workflows that scale from startup IT to Fortune 500 security teams.

Real-World Impact

Serval’s automation engine now powers IT operations at Perplexity, Verkada, Together AI, Cribl, Mercor and more where AI agents routinely resolve 70–80% of help desk tickets. As a result, tickets are resolved faster, there's tighter access controls, IT teams are freed from repetitive work, and employees can get back to the work they enjoy.

More Jamf automations

What makes Serval different is that we don’t stop at surface-level integrations. Because workflows in Serval are written in code they can reach every Jamf API endpoint. That means the automation depth goes far beyond MDM profiles or patch updates. If Jamf exposes it, Serval can automate it.

From inventory and compliance to patch management, configuration, and security events, Serval unlocks the full power of the Jamf Pro and Jamf Connect APIs to handle every aspect of Apple device lifecycle management.

Below is a snapshot of what’s possible when you pair Serval’s AI agents with Jamf’s APIs.