Serval

What do you like best about the product?

I like Serval’s automation capabilities. I can take a user request all the way to a real action without IT Support having to interact, which is a game-changer for us. Serval can complete tasks that used to take significant time and resources on its own, freeing my human IT Support team to focus on harder troubleshooting and more meaningful work and giving us a chance to be proactive. That also helps HR: Serval can handle urgent termination requests, only lets HR submit them, and confirms the actions back to the person who made the request. I also value Serval’s more robust RBAC, which lets team managers administer their own spaces and queues when needed instead of relying on a central administrator. Serval can take actions in our environment rather than just trigger tickets for manual work, and it reduces the time we spend on routine tasks and troubleshooting. Even with our complicated environment, Serval made setup very easy. I can make most changes conversationally through the AI chat feature.

What do you dislike about the product?

One thing Serval can improve is its CMS capabilities. Its knowledge base is still immature and can’t host images, media, or documents, which is still a feature request. Setup also took us a while because our environment is pretty complicated, though Serval makes it very easy.

What problems is the product solving and how is that benefiting you?

With Serval, team managers can administer their spaces and queues when needed instead of relying on a single Zendesk administrator. Its more robust RBAC and ability to take actions in our environment, rather than just trigger tickets for manual work, reduce the time we spend on routine tasks and troubleshooting. Serval's AI assisted routing also reduces the time that human agents spend looking for and routing tickets.

What do you like best about the product?

Ease of use / Help from Servals team on onboarding and further more support / integrations into our key tools

What do you dislike about the product?

Nothing at the moment - this feedback is more of our internal issue. I do see this being powerful when it connected with more higher level access with a lot of tools but due to our access controls it gets annoying personally for me to reconnect or try to figure other ways to connect with limited access.

What problems is the product solving and how is that benefiting you?

ticketing system / answering repetitive questions / information gathering (inside workflow) + workflow process

What do you like best about the product?

Self learning. enhancer. Great coaching with engineer codes.

What do you dislike about the product?

It's early too tell. Right now I am focus on automation. Security and compliance is a concern though.

What problems is the product solving and how is that benefiting you?

Onboarding/Offboarding Entra Actions - Add user, properties, memberships, applications, etc. It has become my coach. Easy to ask questions. Empowers my Helpdesk team Third party apps licensing

What do you like best about the product?

We use Serval to handle help desk tasks, onboarding and offboarding, and other workflows. I like that AI can take on simple tasks that would otherwise use our human agents’ time. Serval has made it much easier for us to use APIs for last-mile provisioning, and it has made RBAC simpler and easier to manage. Serval Journeys brings IT and HR efforts together in one place, giving us visibility and making it easier to intake new hires so they can hit the ground running on day one instead of waiting 3–5 days for tools and access. Catalyst has become a powerhouse for managing Serval, and I can have a full workflow, skill, or KB article drafted and published in minutes. The team has continued to iterate on Catalyst. Serval was pretty much ready out of the box, and the team’s pointers and the LLM made it very easy to customize to our needs. It’s even easier now with Catalyst.

What do you dislike about the product?

Early in our partnership, I found Serval lacked some features someone in IT would need, like a built-in way to create exception groups for approvals. Ad hoc approvals were introduced later, and we could use Catalyst workflows and skills to cover the gaps. Serval is gradually adding features that replace these workaround workflows.

What problems is the product solving and how is that benefiting you?

I use Serval to make last-mile provisioning through SaaS APIs easier and simplify RBAC management. Serval Journeys bring IT and HR together, giving us visibility and making new-hire intake easier so they can hit the ground running on day one instead of waiting 3–5 days for tools and access.

What do you like best about the product?

I brought Serval in to take triage resolution off our IT team’s plate, and it delivered. Our Linear backlog went from 700+ to 26 tickets in under a month. I have requests resolved by the agent without having to take action on every ticket coming in. I now have automations spanning other teams, which take a huge amount of stress from my job, and I have more time back in my day to focus. Since moving to EU hosting, I have had a smooth experience.

What do you dislike about the product?

The agent guesses at times and gives inaccurate responses. We were self-hosted at the start, and that experience could have been better.

What problems is the product solving and how is that benefiting you?

Automated tickets and allowed us to focus on building instead of firefighting problems.

What do you like best about the product?

I like Serval’s ease of use and how easy it is to teach others to better automate their workflows. Timed access requests work out of the box, and Journeys are key to our lifecycle. Journeys have made our onboarding system more fluid and easier for non-technical teams to make their own edits. I can more easily automate API calls, tie Serval into tools like Workato to enhance existing functionality, and the initial setup was very easy.

What do you dislike about the product?

The bot sometimes makes broad assumptions, as any AI will do, so I think human review is important. I have also noticed issues with timed actions and support for local regional actioning. I created a region database within Serval as a workaround, but I would love to see it respect time zones natively.

What problems is the product solving and how is that benefiting you?

I use Serval for access management requests and lifecycle tasks across employees, contractors, and BPOs. It also consolidates unused licenses for reclamation and cost savings.

What do you like best about the product?

Serval is versatile and powerful. It operates like a genuine Level 1/2 member of the IT team, resolving real support volume on its own thanks to its AI-native design. What sets it apart is that it doesn't stay boxed into ticketing. Once you dig into the configuration, it turns into a general purpose automation layer for IT. We've used it well beyond the initial use case, from identity and device resolution across our fleet to reconciling SaaS access against our IDP as source of truth, plus custom workflows like pulling calendar data for office attendance reporting. It also integrates cleanly with the rest of our stack, and we've fed monitoring signals from other tools into it as part of broader business continuity coverage. For a team willing to invest in the configuration, the ceiling on what it can automate is much higher than a typical ITSM tool.

What do you dislike about the product?

Serval has a bit of a learning curve. There's a lot under the hood, and it takes some time to really understand everything it can do, so early on it can feel a little overwhelming if you're trying to take it all in at once. Once you get past that initial ramp-up though, it clicks, and it genuinely changes how you think about IT operations. I'd just tell new users to be patient with themselves for the first few weeks rather than expecting to master it on day one.

What problems is the product solving and how is that benefiting you?

Before Serval, managing access requests across all the different SaaS applications we use meant a lot of manual back and forth. Someone would ask for access to a tool, and depending on the app that could mean checking with different owners, logging into different admin consoles, and just generally chasing down the right person to actually grant it. That could easily eat up a day or two per request once you factored in delays waiting on the right approver. With Serval, once you build out the right workflows and automations, that whole process collapses down to a single approval or denial click, and most requests now get resolved in minutes instead of days. The request comes in already scoped with the right context, and the routing and follow through happens on its own. It's made access management far more consistent too, since the same workflow runs the same way every time instead of depending on whoever happens to be handling it that day.

What do you like best about the product?

What I like best about Serval is how quickly and flexibly you can adjust automations. It handles complex logic exceptionally well while also providing visibility into the underlying code, making it easy to verify that the backend is running as expected.

What do you dislike about the product?

It’s difficult to identify major drawbacks, but one area for improvement would be the UI. Providing teams with greater visibility into workflow runs would make troubleshooting and collaboration easier.

What problems is the product solving and how is that benefiting you?

Serval lowers the barrier to building reliable automations, enabling more team members to create, improve, and troubleshoot workflows without needing extensive background knowledge. This helps us develop solutions faster and makes it easier for the team to maintain and support them.

What do you like best about the product?

I find Serval’s overall UX design really approachable and accessible. Everything is pretty easy to find quickly, and it’s very thought out in a nice hierarchical way. I found the initial setup very easy—we did it in about 48 hours. The team is equally great to work with, and they have an otherworldly velocity philosophy.

What do you dislike about the product?

The Slack integration often has additional follow-up responses when maybe a response isn’t needed, but they are actively working on tuning this.

What problems is the product solving and how is that benefiting you?

It's become the tier 1 IT support layer, enabling human team members to focus more on building additional integrations and IT capabilities across the org.

What do you like best about the product?

I like Serval’s AI-native and Slack-native experience for our end users, since they can easily just post in Slack. We can automate access requests, approvals, and many tasks that would normally require a person, giving our IT team time to strategize IT rather than just solve tickets. The iteration speed for building skills and workflows has definitely improved our performance 10-fold, and after a few months, we got more AI deflection on our tickets. We also like the automation opportunities and integration library for our existing tools. Serval’s Catalyst agent helps us easily resolve issues.

What do you dislike about the product?

Often, the agent will say something is set up or configured, but it will silently fail. Serval's Catalyst agent helps us resolve it, but I’d like the agent to flag issues and suggestions before a human does. We initially mirrored our previous access management system, which worked but was not agile. Based on our onboarding, I’d rate my likelihood to recommend Serval a 9/10.

What problems is the product solving and how is that benefiting you?

I use Serval to automate access requests, approvals, and many tasks that would normally require a person, giving our IT team time to strategize IT rather than just solve tickets.

Recommendations to others considering the product:

Based on our onboarding, I’d rate my likelihood to recommend Serval a 9/10.