> ## Documentation Index > Fetch the complete documentation index at: https://serval-hannah-docs-custom-access.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Managing Tickets > Manage and track customer requests with Serval's intelligent ticketing system ## Viewing and managing tickets ### Ticket list view The main tickets page displays all tickets for your selected team, organized by status groups: * **To Do** - New tickets awaiting action * **In Progress** - Tickets currently being worked on * **Done** - Completed tickets * **Canceled** - Tickets that were closed without resolution Use the search bar in the top-right to quickly find specific tickets, or click the filter button to narrow results by various ticket attributes. Filter dropdown showing ticket filtering options ### Modifying tickets from the list view You can update key ticket attributes directly from the list view without opening each ticket: Click the status dropdown to move tickets between workflow stages Status dropdown menu showing available ticket statuses Set ticket urgency levels to help your team prioritize work Priority selection dropdown Add descriptive labels for better organization and filtering Labels dropdown for categorizing tickets Assign tickets to specific team members or let Serval route automatically Assignment dropdown showing team members ## Creating tickets Tickets in Serval are created through natural language - simply submit your request in plain English. There are two ways tickets can be created: ### Through integrated messaging channels When customers message you through connected channels like Slack, tickets are automatically created and mapped directly to the team assigned to that channel. Serval uses AI to: * Extract the ticket title and description from the message * Assign appropriate status and priority based on content * Map the ticket to the channel's designated team (no automatic routing) Direct messages to Serval in Slack are disabled by default but can be enabled in the Slack application settings. When enabled, DMs to Serval will use automatic routing based on team descriptions. ### Directly in Serval Create tickets by entering a chat message directly in the Serval interface. Simply type your request and Serval will: * Parse your natural language request * Create a ticket with appropriate details * Automatically route it to the right team based on content and team descriptions (configured in Work Settings) * Allow you to manually select a specific team from the dropdown if you prefer Creating a ticket through natural language in Serval Team selection dropdown for manual routing override ## Ticket lifecycle Tickets enter the system either through manual creation or automatically via integrated messaging channels. Serval analyzes the content to set initial attributes. Serval attempts to resolve the ticket using: * Knowledge base articles * Predefined guidance * Relevant workflows Serval providing automated response using guidance If Serval cannot fully resolve the issue, it escalates to a human agent while providing context and suggested solutions. Tickets are marked as resolved once the customer's issue is addressed. The resolution is logged for future reference and training. Resolved ticket showing complete conversation history ## Working with tickets ### Ticket detail view Opening a ticket reveals two main sections: 1. **Conversation tab** - Displays the full chat history between agents, Serval, and the customer 2. **Activity tab** - Shows a chronological log of all changes to ticket attributes Ticket detail view showing activity log and conversation ### Managing tickets through chat You can control ticket attributes directly through the chat interface using natural language commands: Simply mention who should handle the ticket: Reassigning ticket through chat command Or use the @ mention feature: Using @ mentions to assign tickets Trigger workflows directly from the chat using slash commands: Using slash commands to run workflows Toggle between customer-visible messages and internal notes: Internal note toggle for private team communication ## Best practices Define priority levels that align with your SLA requirements to ensure timely responses Create a standardized labeling system to improve filtering and reporting Let Serval handle your repetitive inquiries while your team focuses on complex issues Review ticket analytics to identify bottlenecks and improve processes ## Integrations Serval seamlessly syncs tickets with external systems. Links to third-party tickets appear at the bottom of the ticket detail view for easy cross-reference. Connect Serval with your existing ticketing tools: * Jira Service Management * Zendesk * Freshservice * Linear All ticket data is synchronized in real-time across connected systems, ensuring your team always has the latest information regardless of which tool they're using.