Today we're excited to roll out two incredibly practical features that we believe will significantly enhance our users' experience: the Create Ticket Slack Shortcut and Manual Ticket Creation in the Serval web app.

The Create Ticket Slack Shortcut addresses a common scenario we often hear from customers. Frequently, users bypass formal ticket channels, sending direct Slack messages to team members with their requests or issues. Previously, this created extra manual work for IT support teams who had to then manually create and track tickets. Now, with the new Slack shortcut, these direct messages can be effortlessly turned into formal tickets. Once the shortcut is triggered, Serval AI automatically jumps in to address the request, saving valuable time and streamlining workflow.

Additionally, we're introducing Manual Ticket Creation within the Serval web app. While we've focused heavily on automation and natural language interactions, we recognize that sometimes the best way to document a ticket, particularly for incidents requiring detailed documentation or change requests, is through manual entry. This new capability ensures that teams have the flexibility they need, especially for situations that do not have an immediate resolution or require extensive tracking over time.

At Serval, one of our core commitments is ensuring our ticketing system stands out even without our cutting-edge AI capabilities activated. We aim to exceed the capabilities of traditional, legacy ticketing platforms in every regard. These new enhancements reflect our dedication to getting the basics right, providing users a platform that meets their day-to-day needs while also pushing the limits of what's possible in an ITSM tool.

These updates are available to all customers today. Try them out and let us know what you think! Or book a demo to learn more.