Welcome to ServiFlow

ServiFlow is a modern IT Service Management (ITSM) platform that helps your team manage support tickets, track SLAs, maintain a configuration database, build a knowledge base, and leverage AI to work smarter.

Who Is This Guide For?

This guide covers everything you need to use ServiFlow day-to-day. It is written for three audiences:

How to Use This Guide

• Use the sidebar to jump to any topic.
• Use the search box at the top of the sidebar to filter sections by keyword.
• Look for role badges (Admin Expert Customer) to see who can access each feature.
• Tip, warning, and note boxes highlight important information throughout.

Signing Up & First Login

Trial Signup

ServiFlow offers a free trial so you can explore the platform before committing to a plan.

1. Visit the ServiFlow signup page and click Start Free Trial.
2. Enter your email address, company name, estimated number of technicians, and estimated number of clients.
3. Click Create Account. ServiFlow will provision your dedicated tenant in seconds.
4. A welcome email arrives with your tenant code, admin username, temporary password, and trial end date.

Logging In

The login screen asks for three fields:

The Walkthrough Tour

On your first login, ServiFlow offers a 15-step guided tour that highlights key areas of the interface, including the dashboard, navigation, ticket management, SLA setup, and integrations. You can restart the tour at any time by clicking the ? help button in the top navigation bar.

Changing Your Password

Click your profile icon in the top-right corner and select Change Password. Enter your current password and choose a new one.

Initial Setup Guide Admin

After your first login, follow this checklist to configure ServiFlow for your organisation.

1. Company Profile — Go to Settings > Tenant Settings. Enter your company name, logo, support email, phone number, and website.
2. Email Integration — Go to Settings > Email Ingest. Configure your IMAP server so that emails sent to your support address automatically create tickets. See Email to Ticket.
3. Business Hours — Go to SLA Management > Business Hours. Create at least one business hours profile defining your working days, hours, and timezone. See Business Hours.
4. SLA Definitions — Go to SLA Management > Definitions. Create SLA targets for response and resolution times. See SLA Definitions.
5. Invite Experts — Go to Experts and click Invite Expert. Each expert receives an email with an invitation link. See Managing Experts.
6. Add Customers — Go to Customers and click Add Customer. Enter company name, domain, and contact details. See Managing Customers.
7. Automated Actions — Go to Automated Actions to create AI-powered rules that auto-assign, categorise, or escalate tickets. See Automated Actions.
8. CMDB — Go to CMDB and start adding your configuration items (servers, network devices, software). You can also bulk-import via CSV. See CMDB Overview.
9. Integrations — Connect Microsoft Teams or Slack to receive ticket notifications in your chat channels. See Microsoft Teams or Slack.

Admin Dashboard Admin

The admin dashboard gives you a bird's-eye view of your service desk operations. The sidebar uses collapsible sections to organise navigation, with sensitive settings behind an elevation-gated System Admin Tools section.

Quick Admin

At the top of the dashboard, the Quick Admin panel provides one-click access to common tasks:

• Manage Experts — view, invite, or deactivate experts
• Manage Customers — view, add, or edit customers
• Open CMDB — jump to the configuration database
• Automated Actions — manage AI-powered automation rules
• SLA Management — configure SLA definitions and business hours
• Settings — tenant configuration and email setup

KPI Cards

Below Quick Admin, a row of cards shows real-time metrics:

AI Insights Panel

The dashboard includes a live AI Insights section showing recent trends detected by ServiFlow’s AI engine — volume spikes, recurring issues, and SLA risks. See AI Insights Dashboard for details.

CSAT Scoreboard

The Customer Satisfaction panel shows your average rating, star distribution, and recent feedback comments. This helps you spot service quality issues at a glance.

Expert Dashboard Expert

When you log in as an expert, the dashboard focuses on your personal workload. Three tabs control the left panel: Focus, Requests, and My Tickets.

My Tickets

A summary of tickets assigned to you, grouped by status (Open, In Progress, Paused). Click any ticket to open the detail view. Use the filter dropdown (All Mine, Claimed, Due Today, SLA Risk) to narrow the list.

Focus Queue

A prioritised view that merges your tickets and pool tickets into a single, tiered list. Tickets are ranked by urgency tiers (T1–T5) so you always know what to work on next. See Focus Queue for details.

Requests (Expert Pool)

Unassigned tickets available in the pool, ranked by AI priority score. Claim tickets to reserve them, then accept ownership. See Expert Pool.

Right Panel

The right-hand sidebar shows AI Insights, Recent Assets, and Live Chat by default. When you activate Ticket Peek, these are temporarily replaced by a detailed preview of the selected ticket.

Activity Summary

A feed of recent activity on your tickets — new comments, status changes, SLA warnings, and customer replies.

Customer Dashboard Customer

Customers see a modern, gradient-styled dashboard focused on their support requests. The interface uses friendly terminology ("Requests" instead of "Tickets") and a clean two-column layout.

My Requests

A list of all requests you have raised, with current status, priority, and last update time. Click any request to view details, add comments, or accept a resolution. Filters let you narrow by status and priority.

Raising a Request

Click the New Request button to submit a support request. Fill in the title, description, priority, and category. You can also raise requests by email or via the AI chatbot.

Trending

The Trending section shows a category breakdown of recent tickets, helping you see which types of issues are most common across your company.

My Equipment

If you have CMDB items linked to your account, the My Equipment card shows them. Click to open the asset list view.

Monitoring Events

Company Admins can toggle a Show Monitoring Events switch to include or exclude system/monitoring tickets from the request list. This helps distinguish between automated alerts and human-raised requests.

Company Admin

If you are a Company Admin, you gain additional capabilities:

• View all requests raised by any user in your company
• Access the Monthly Reports feature for your company
• Toggle monitoring event visibility
• See company user statistics and manage team members

Creating Tickets All Roles

There are three ways to create tickets in ServiFlow:

1. Web Form

Click New Ticket from the dashboard or ticket list. Fill in:

2. Email-to-Ticket

When email integration is configured, any email sent to your support address automatically creates a ticket. The sender is matched to a customer by their email domain. See Email to Ticket.

3. AI Chatbot

Customers can type raise ticket: [description] in the chat widget to create a ticket without leaving the current page. See AI Chatbot.

What Happens After Creation

When a ticket is created, ServiFlow automatically:

• Assigns an SLA based on the priority cascade (see How SLAs Apply)
• Runs AI classification to detect category, sentiment, and urgency
• Executes any matching ticket processing rules
• Sends a confirmation email to the requester (if email notifications are enabled)
• Logs a created activity entry

Ticket List View Admin Expert

The ticket list is your main workspace for managing tickets.

Filters

Use the filter bar at the top to narrow the list:

• Status — Open, In Progress, Paused, Resolved, Closed
• Priority — Low, Medium, High, Critical
• Category — filter by ticket category
• Assignee — filter by assigned expert
• Customer — filter by requester
• Date range — tickets created within a period
• SLA status — at risk, breached, on track

Search

The search box performs a text search across ticket titles and descriptions. Results update as you type.

Sorting

Click any column header to sort the list. Click again to reverse the sort order. Common sort columns include created date, priority, status, and SLA deadline.

Bulk Actions

Select multiple tickets using the checkboxes, then choose a bulk action:

CSV Export

Click the Export button to download the current filtered ticket list as a CSV file, including all visible columns.

Ticket Detail View

Click any ticket to open its full detail view.

Header

The top section shows the ticket ID, title, current status badge, priority badge, category, requester name, assigned expert, and creation date.

SLA Timers

If an SLA is applied, two live countdown timers appear:

• Response Timer — time remaining until the first response is due
• Resolve Timer — time remaining until the ticket must be resolved

Timers are colour-coded:

Deadlines are shown as absolute timestamps below each timer (e.g. Response due: 2026-02-14 09:30).

Activity Feed

A chronological log of everything that has happened on the ticket:

• Status changes (with who changed it and when)
• Assignments and reassignments
• Comments and internal notes
• AI classification events
• Email replies from the customer
• Auto-reply confirmations
• SLA application and breach events
• CMDB link events

AI Assistant Panel

On the right side of the ticket detail, the AI panel shows:

• Summary — AI-generated concise summary of the issue
• Urgency — recommended urgency level
• Draft Response — a suggested reply for the expert
• CMDB Matches — configuration items that may be related
• Next Steps — recommended actions

Each suggestion has Accept and Dismiss buttons. See AI Assist.

Ticket Workflow

Every ticket moves through a defined set of statuses:

Open → In Progress → Paused → Resolved → Closed

Status Descriptions

Completion Actions

Certain status transitions require a note:

• Resolve — you must enter a resolution description.
• Close — uses a one-click action that combines closing and adding a closure note in a single step.
• Reassign — you must select the new assignee and add a handover note.

Ticket Actions

The actions available depend on your role and the ticket's current state.

Expert Actions Expert

Admin Actions Admin

Customer Actions Customer

Expert Pool Expert

The Expert Pool is a shared queue of unassigned tickets, ranked by AI priority scoring, that experts can claim.

How Pool Ranking Works

ServiFlow's AI engine scores each pool ticket based on:

• SLA risk level — tickets closest to breaching SLA rank highest
• Ticket priority — Critical and High tickets rank above Medium and Low
• Category match — tickets matching your skill categories may be highlighted
• Ticket age — older tickets are ranked higher to prevent stagnation

Claim Workflow

1. Open the Expert Pool tab on your dashboard.
2. Use the filters (Work Type, Status, Priority) to narrow the list.
3. Click Claim on a ticket to reserve it. The ticket shows as "Claimed by [your name]".
4. Click Accept & Own to take full ownership and start working on it.
5. If you change your mind, click Release to return the ticket to the pool.

Pool Statuses

Focus Queue Expert

The Focus Queue is a unified, prioritised list that merges your assigned tickets and pool tickets into a single view. Instead of jumping between tabs, you see everything ranked by urgency.

Tier System

Every ticket in the Focus Queue is assigned one of five tiers. Tiers are evaluated in order — the first matching rule wins.

Within the same tier, tickets are sorted by most recently updated first.

Reading the Queue

Each row shows:

• SLA dot — coloured indicator (red = breached, amber = at risk, blue = on track)
• ID and Title
• Tier badge (T1–T5) with colour coding
• SLA badge — Breached, At Risk, On Track, or —
• Priority — the ticket's priority level
• Source — "Mine" (assigned to you) or "Pool" (unclaimed)

Inline Actions

Hover over any row to reveal quick-action buttons: Resolve, Reassign, and Comment. Click a row to open the full ticket detail.

Ticket Peek Expert

Ticket Peek gives you an instant preview of a ticket without leaving the queue. It replaces the right-hand sidebar (AI Insights, Assets, Chat) with a detailed panel.

Opening Peek

1. Navigate to the Focus or My Tickets tab.
2. Press j or k to highlight a ticket row.
3. Press p to open the peek panel on the right.

What Peek Shows

The peek panel loads instantly from cached data, with no extra API call for the initial view:

• Title — ticket ID and title
• Badges — status, priority, SLA state, tier, and source (Mine/Pool)
• Details — requester, company, asset, assignee, work type, last updated
• Description — first 500 characters of the ticket description

After the instant render, two additional sections load asynchronously:

• Recent Activity — the last 3 activity entries (comments, status changes, etc.)
• Related Tickets — up to 3 tickets that share the same asset, company, or work type, with match reasons shown

Navigating with Peek Open

While peek is open, pressing j or k moves to the next/previous ticket and the peek panel updates automatically. This lets you rapidly scan through your queue.

Closing Peek

• Press p again to close peek and restore the default sidebar.
• Click the Close button in the peek header.
• Switch tabs (Focus / Requests / My Tickets) — peek auto-closes.

Opening Full Detail

From peek, click Open Full or press Enter to navigate to the full ticket detail view.

Keyboard Shortcuts Expert

The expert dashboard supports keyboard-driven navigation for fast triage. Shortcuts are active on the Focus and My Tickets tabs when no input field is focused.

Navigation

Peek

Quick Actions

AI Classification Admin Expert

When a new ticket is created, ServiFlow's AI engine automatically analyses the title and description to classify it.

What Gets Classified

Overriding Classifications

Admins and experts can override any AI classification by editing the ticket's category, priority, or work type fields. The override is logged in the activity feed.

AI Assist Expert

The AI Assist panel appears on the right side of the ticket detail view, providing intelligent suggestions to help experts resolve tickets faster.

Available Suggestions

Using Suggestions

Each suggestion has two buttons:

• Accept — apply the suggestion (e.g. link the CMDB item, insert the draft response).
• Dismiss — hide the suggestion if it is not relevant.

You can also click Accept All or Dismiss All at the top of the panel.

AI Insights Dashboard Admin Expert

The AI Insights dashboard surfaces trends and patterns detected across your tickets.

What It Detects

• Volume Spikes — unusual increases in ticket volume compared to normal patterns
• Recurring Issues — the same category or root cause appearing repeatedly
• SLA Risks — tickets approaching or past their deadline
• Urgent Backlogs — critical tickets that have not been addressed
• Sentiment Shifts — emerging patterns of negative customer sentiment

Period Selector

Choose the analysis window: Last 7 days, Last 30 days, or Last 90 days. The dashboard refreshes to show trends for the selected period.

Insight Actions

AI Chatbot Customer

The AI chatbot is a floating widget in the bottom-right corner of the screen, available to customers for self-service support.

Chat Commands

Knowledge Base Search

The chatbot searches the knowledge base for answers before creating a ticket. If a relevant article is found, it is shown to the customer. If not, the chatbot offers to raise a ticket.

AI Knowledge Base Generation Admin

ServiFlow can automatically generate knowledge base articles from resolved tickets.

How It Works

• When a ticket is resolved, the AI analyses the issue description and resolution notes.
• If the resolution contains useful information, a draft KB article is created automatically.
• Auto-generated articles are marked with source type auto_generated and saved as Draft status.
• An admin should review and publish the article before it becomes visible to customers.

Merge Suggestions

The AI identifies similar existing articles and suggests merging them to avoid duplication. You can Accept a merge (combining the articles) or Dismiss the suggestion.

Live Chat Admin Expert Customer

ServiFlow includes a built-in live chat system that lets customers communicate with experts in real time.

How It Works

• Customers can start a live chat from the ticket detail view or the floating chat widget.
• Experts see incoming chat requests and can accept them from their dashboard.
• Chat messages appear in real time with no page refresh needed.
• Chat history is preserved and attached to the relevant ticket.

Canned Responses

Admins can configure Canned Responses in Settings > Canned Responses — pre-written reply templates that experts can insert into a chat with one click. This speeds up responses for common questions.

Chat Notifications

When a new chat message arrives, a notification badge appears on the chat icon. Desktop notifications are also sent if the browser supports them.

Understanding SLAs

A Service Level Agreement (SLA) defines how quickly your team should respond to and resolve tickets. ServiFlow tracks SLAs in real time with countdown timers, colour-coded warnings, and breach notifications.

Two Key Metrics

Business Hours

SLA timers only count time during your defined business hours. If your business hours are Mon–Fri 09:00–17:00, a ticket created at 16:00 on Friday with a 4-hour response SLA would be due at 12:00 on Monday — not 20:00 on Friday.

SLA Definitions Admin

Go to SLA Management > Definitions to create and manage SLA definitions.

Creating a Definition

Example Definitions

Business Hours Profiles Admin

Business hours profiles define when your team is available. SLA timers only count time during these periods.

Profile Fields

How SLAs Apply to Tickets

When a ticket is created, ServiFlow automatically assigns an SLA definition using a priority cascade. The first match wins:

1. User-level SLA — if the requester has a personal SLA override.
2. Company-level SLA — if the requester's company has an SLA assigned.
3. Category-SLA mapping — if the ticket's category has a mapped SLA definition.
4. CMDB item SLA — if a linked configuration item has an SLA definition.
5. Default SLA — the tenant's default SLA definition (if configured).

Once applied, the SLA sets response_due_at and resolve_due_at timestamps, and the countdown timers begin.

Category-SLA Mappings Admin

Map ticket categories to SLA definitions so that tickets are automatically assigned the correct SLA based on their category.

Setting Up Mappings

1. Go to SLA Management.
2. Open the Category Mappings tab.
3. Select a category (e.g. "Infrastructure") and choose which SLA definition to apply.
4. Save. New tickets in that category will automatically receive this SLA.

Breach Notifications Admin

ServiFlow sends email notifications at three thresholds for both response and resolution SLAs:

Each notification is sent only once per ticket per threshold (tracked via timestamp columns like notified_response_near_at). The SLA notifier runs on a schedule to check all active tickets.

SLA Pause and Resume

When a ticket moves to Paused status (typically "Waiting on Customer"), the SLA timers pause. The customer's response time is not counted against your SLA targets.

How It Works

• Pause: When the ticket status changes to Paused, both response and resolve timers stop.
• Resume: When the status changes back to In Progress (e.g. the customer replies), the timers resume. The remaining time is recalculated by adding the paused duration back to the deadlines.

CMDB Overview

The Configuration Management Database (CMDB) is your central inventory of IT assets — servers, network devices, software, databases, and more. Linking tickets to CMDB items helps you track which assets are affected and apply the correct SLAs.

Two Views

• CMDB Hub Admin — full management interface for creating, editing, importing, and deleting assets.
• CMDB Viewer Expert Customer — read-only search and browse interface.

Asset Categories

Assets are organised by category. Common categories include:

• Windows Server, Linux Server
• Network Device (switches, routers, firewalls)
• Hardware (desktops, laptops, printers)
• Software (applications, licences)
• Database (MySQL, PostgreSQL, SQL Server)

Managing Assets Admin

Asset Fields

Creating an Asset

1. Go to CMDB and click Add Asset.
2. Select the asset category.
3. Fill in the required fields (asset name, brand, model).
4. Optionally assign a customer, location, and SLA definition.
5. Fill in any custom fields defined for this category.
6. Click Save.

Asset Viewer Admin Expert

The Asset Viewer provides a powerful grid-based view of all CMDB assets, built on DataTables for fast searching, sorting, and pagination.

Grid Columns

The asset grid displays: ID, Asset Name, Category, Brand, Model, Customer, Location, and Status. Click any column header to sort. Use the search box to filter across all columns.

Filters

Dedicated filter dropdowns let you narrow assets by Customer, Category, Brand, and Model. Filters can be combined for precise results.

Detail Panel

Click any asset row to open the detail panel on the right. This shows all asset fields, configuration items (CIs), linked tickets, and custom field values. Click Edit to modify asset details inline.

CSV Export

Click Export to CSV to download all assets (or the current filtered set) as a CSV file.

Asset Categories Admin

Asset Categories define the types of assets in your CMDB. Categories are managed centrally and appear as dropdown options when creating or editing assets.

Managing Categories

Go to CMDB > Settings > Asset Categories to add, edit, or remove categories. Common categories include: Windows Server, Linux Server, Network Infrastructure, Hardware, Software, Database, VoIP, and Service.

Brands and Models

In addition to categories, you can manage Brands (manufacturers like Dell, Cisco, Microsoft) and Models (specific products like PowerEdge R740, Catalyst 9300). These appear as dropdowns in asset forms for consistent data entry.

Custom Fields Admin

Each asset category can have custom fields tailored to that type of asset.

Field Types

For each custom field, you can set a label, description, default value, and whether it is required.

Relationships and Dependencies Admin

CMDB items can be linked in parent/child relationships to model your infrastructure topology.

Dependency Tree

The dependency tree shows a hierarchical indented view of how assets relate to each other. For example:

Data Centre (Parent)
  ├── Server Rack A
  │   ├── PROD-WEB-01 (Windows Server)
  │   └── PROD-WEB-02 (Windows Server)
  └── Server Rack B
      └── PROD-DB-01 (Database)

Impact Analysis

When a parent asset has an issue, the dependency tree helps you identify which child assets and services may be affected.

Change History

Every change to a CMDB item is automatically logged in the change history. This provides a full audit trail of who changed what and when.

Logged Events

Each entry also records the user's IP address and timestamp.

CSV Import and Export Admin

Importing Assets

1. Download the CSV template from the CMDB import page.
2. Fill in one row per asset. The template columns are: Username, AssetName, AssetCategory, CategoryFieldName, FieldValue, BrandName, ModelName, CustomerName, EmployeeOf, AssetLocation, Comment, CreatedDateTime.
3. Upload the completed CSV. ServiFlow supports both comma and tab delimiters.
4. Use the Test Parse button to validate the file before importing.
5. Click Import to create the assets.

Exporting Assets

Click Export to download all CMDB items as a CSV file.

CMDB and Tickets

Linking tickets to CMDB items provides context about which assets are affected and can influence SLA assignment.

Linking Methods

• Manual — on the ticket detail view, search for and link a CMDB item.
• AI Auto-Link — the AI Assist panel suggests matching CMDB items based on the ticket description. Accept a match to create the link.

SLA Effects

If a linked CMDB item has an SLA definition assigned, that SLA can be applied to the ticket (see How SLAs Apply — step 4 in the cascade).

Knowledge Base Overview

The Knowledge Base (KB) is a library of articles that help customers find answers without raising a ticket, and help experts resolve issues faster.

Key Statistics

The KB dashboard shows total articles, published articles, draft articles, total views, and helpfulness ratings.

Managing Articles Admin Expert

Article Fields

Creating an Article

1. Go to Knowledge Base and click New Article.
2. Enter the title, content, summary, and select a category.
3. Add relevant tags for discoverability.
4. Set the visibility level.
5. Save as Draft or click Publish to make it live immediately.

Article Metrics

Each article tracks view count, helpful count, and not-helpful count. Use these metrics to identify popular articles and those that need improvement.

Customer-Facing KB Customer

Customers can browse and search published articles from the Knowledge Base tab in their portal.

• Only articles with status Published and visibility Public or Customer are shown.
• Full-text search across titles and content.
• At the bottom of each article, customers can rate it Helpful or Not Helpful.

The AI chatbot also searches the KB automatically when customers ask questions.

AI-Generated Articles Admin

When tickets are resolved, ServiFlow's AI can automatically generate draft KB articles from the issue description and resolution notes. See AI KB Generation for details.

• Auto-generated articles are saved with source type auto_generated and status Draft.
• Review, edit, and publish them from the Knowledge Base management page.
• Merge suggestions help you consolidate similar articles.

Email to Ticket Admin

ServiFlow can monitor an email inbox and automatically create tickets from incoming messages. Two email providers are supported: Standard IMAP and Microsoft 365.

Email Provider Tabs

The Email Ingest settings page is organised into two provider tabs. Each tab has its own Enable toggle, Outbound toggle, Test Connection button, and Check Interval setting. The providers are independent — enabling IMAP does not affect M365 and vice versa.

Setting Up IMAP

1. Go to Settings > Email Ingest and select the Standard IMAP tab.
2. Tick Enable IMAP Ingest.
3. Enter your IMAP server details:

   Field	Example (Gmail)	Example (Outlook)
   Server Host	imap.gmail.com	outlook.office365.com
   Server Port	993	993
   Use SSL	Yes	Yes
   Username	support@company.com	support@company.com
   Password	App Password	App Password

4. Set the Check Interval (1–60 minutes). Recommended: 2–5 minutes.
5. (Optional) Enable Use for Outbound and enter SMTP details if you want replies sent from this mailbox.
6. Click Test Connection to verify, then Save Settings.

What Happens When an Email Arrives

1. ServiFlow fetches unread messages from the inbox.
2. The sender's email domain is matched to a customer record.
3. If the sender is a known customer, a ticket is created under their account.
4. If the sender is unknown but their domain matches a customer company, a new customer account is created automatically.
5. The email subject becomes the ticket title; the body becomes the description.
6. A confirmation email (auto-reply) is sent back to the sender with the ticket ID and a link to track it.

System / Monitoring Senders

You can designate specific email addresses as System Senders (e.g. nagios@company.com). Emails from these addresses create tickets under the "System" user instead of auto-creating customer accounts. ServiFlow also has built-in detection for common monitoring systems (Nagios, Zabbix, Datadog, etc.) and parses their alerts specially — extracting host, service, alert type, and state. See Alert Correlation for how recovery alerts automatically close previous alert tickets.

Microsoft 365 Email Admin

ServiFlow can connect to a Microsoft 365 mailbox using the Microsoft Graph API with client credentials (app-only) authentication.

Setting Up M365

1. Go to Settings > Email Ingest and select the Microsoft 365 tab.
2. Tick Enable M365 Ingest.
3. Enter the Mailbox Email Address (the shared or user mailbox to monitor).
4. Set the Check Interval.
5. Click Save Settings.

One-Time M365 Admin Setup

Your Microsoft 365 administrator must complete the following one-time setup to allow ServiFlow to read the shared mailbox.

Step 1: Create a Mail-Enabled Security Group

1. Open the Exchange Admin Center (admin.exchange.microsoft.com).
2. Go to Recipients > Groups and create a Mail-enabled security group.
3. Name it something like ServiFlow-Mail-Access.
4. Add the target mailbox (e.g. support@company.com) as a member.

Step 2: Grant App Access via PowerShell

Open Exchange Online PowerShell and run:

Connect-ExchangeOnline
New-ApplicationAccessPolicy `
  -AppId "<ServiFlow-App-Client-ID>" `
  -PolicyScopeGroupId "ServiFlow-Mail-Access" `
  -AccessRight RestrictAccess `
  -Description "ServiFlow email ingest"

Replace <ServiFlow-App-Client-ID> with the Application (client) ID provided in your ServiFlow settings. The policy takes up to 30 minutes to propagate.

Step 3: Verify in ServiFlow

1. Return to Settings > Email Ingest > Microsoft 365 tab.
2. Enter the mailbox email address.
3. Click Test Connection — you should see a green success message.
4. Click Save Settings.

Email Threading

When a customer replies to a ticket notification email, ServiFlow matches the reply to the existing ticket using four methods (tried in order):

The first match wins. If no match is found, a new ticket is created.

Auto-Reply Admin

When a new ticket is created from an incoming email, ServiFlow sends an automatic confirmation email to the sender.

Auto-Reply Contents

• Ticket ID and reference number
• Link to view the ticket in the customer portal
• Customer's name
• Confirmation that the request has been received

Auto-reply can be toggled on or off per tenant in Settings > Email Ingest.

Outbound Email Notifications Admin

Each email provider (IMAP and M365) has its own Enable Outbound Notifications toggle. When enabled, ticket notifications and system emails are sent from that provider's mailbox instead of the default system email.

IMAP Outbound

When outbound is enabled on the IMAP tab, you can configure separate SMTP Server Host and SMTP Port for sending emails.

M365 Outbound

When outbound is enabled on the M365 tab, emails are sent via the Microsoft Graph API using the same mailbox configured for ingest.

Company Email Controls Admin

The Company Email Notifications grid (at the bottom of the Email Ingest settings page) gives you a consolidated view of email preferences for all customer companies.

Grid Columns

Toggle any checkbox to update the setting immediately. Changes take effect on the next notification event.

Email Notifications

ServiFlow sends email notifications for key ticket events. These can be enabled or disabled via Settings > System Control.

Notification Triggers

Managing Customers Admin

Go to Customers in the sidebar to manage your customer accounts.

Adding a Customer

1. Click Add Customer.
2. Enter the username (3–50 characters, alphanumeric and underscores).
3. Enter their email address.
4. Enter their full name (optional).
5. Enter the company name and company domain (e.g. acme.com).
6. Select an SLA level: Basic, Premium, or Enterprise.
7. Click Save.

A random secure password is generated and can be sent to the customer. The password is hashed immediately — it cannot be retrieved later, only reset.

Editing and Deactivating

• Edit — update contact details, company domain, or SLA level.
• Deactivate — soft-deletes the customer. They can no longer log in but their data and ticket history are preserved.
• Reactivate — restores a deactivated customer.

Companies Admin

Companies group multiple customer users under one organisation and enable domain-based email routing.

Company Fields

Domain Routing

When an email arrives from john@acme.com, ServiFlow extracts the domain acme.com, looks it up in the companies/customers table, and creates the ticket under that customer. If no user exists for that email, a new customer account is created automatically.

Company SLA

You can assign an SLA level to a company. All tickets from users in that company will inherit this SLA (unless overridden at the user level). See How SLAs Apply.

Customer Portal Customer

The customer portal is a modern, gradient-styled interface that customers see when they log in. It uses friendly terminology ("Requests" instead of "Tickets") and a streamlined navigation with SVG icons.

What Customers Can Do

• View their requests — see all support requests with current status, priority, and timeline
• Raise new requests — via the web form, email, or AI chatbot
• Add comments — post updates or additional information on their requests
• Accept or decline resolutions — when an expert resolves a ticket, the customer can confirm or reopen it
• Browse the Knowledge Base — search published articles for self-service answers
• View My Equipment — see CMDB assets linked to their account
• Use Live Chat — communicate with experts in real time
• Provide feedback — rate completed tickets with 1–5 stars and optional comments

Ticket Detail View

The ticket detail view features a gradient header showing key information (status, priority, SLA), an improved activity timeline with clear visual separation, and quick-action buttons for common operations.

Company Admin

A customer promoted to Company Admin gains additional capabilities:

• View all tickets raised by any user in their company
• Toggle Show Monitoring Events to include/exclude system tickets
• Access Monthly Reports for their company
• See company user statistics (total, active, disabled)
• Invite new users to the company
• Disable or promote other company users

Managing Experts Admin

Inviting an Expert

1. Go to Experts and click Invite Expert.
2. Enter the expert's email address.
3. Click Send Invitation.
4. The expert receives an email with a one-time invitation link.
5. They click the link, set their password, and their account becomes active.

Expert Lifecycle

Expert Stats

The expert list shows each expert's open ticket count, last login time, and account creation date.

Deactivating an Expert

When you deactivate an expert, their account is soft-deleted. Open tickets assigned to them should be reassigned first. Deactivated experts appear in a separate "Deleted Experts" list and can be reactivated if needed.

Expert Self-Registration Admin

Staff members can self-register as experts by sending an email with the subject Register_Expert to your support inbox.

How It Works

1. The admin configures the Tenant Domain in Settings > Expert Registration (e.g. apoyar.eu).
2. A staff member sends an email with subject Register_Expert to the support address.
3. ServiFlow verifies the sender's email domain matches the tenant domain.
4. A new expert account is created and a welcome email with login credentials is sent automatically.

Expert Permissions Admin

Experts have access to the following features:

• View and work on tickets assigned to them
• Claim tickets from the expert pool
• Search and browse the CMDB (read-only)
• Access the Knowledge Base
• Use AI Assist suggestions on tickets
• View the AI Insights dashboard

What Experts Cannot Do

• Manage other users (customers or experts)
• Change tenant settings or email configuration
• Create or edit SLA definitions
• Create or manage automated actions
• Access billing or subscription settings

Automated Actions Admin

Automated Actions are AI-powered rules that automatically process tickets matching specific criteria. They replace the older keyword-based ticket processing rules with more flexible, intelligent matching.

How Automated Actions Work

1. You define a search pattern — text to look for in the ticket title, body, or both.
2. You choose an action — what should happen when a match is found.
3. Optionally filter by ticket source (e.g. only apply to email-created tickets).
4. When a new ticket arrives, all enabled actions are evaluated. Matching actions fire automatically.

Source Filtering

Actions can be restricted to tickets from specific sources: email, web, chatbot, or all. This lets you create actions that only apply to, say, tickets created from inbound email.

Creating Actions Admin

Action Fields

Action Types

Testing and Running Actions Admin

Test Mode

Before enabling an action, use the Test button to preview which tickets would match without actually executing the action. This shows a list of matching tickets so you can verify the search pattern is correct.

Manual Execution

Click Run on an action to execute it once against all current tickets. This is useful for applying a new action to existing tickets.

Batch Processing

For actions that match many tickets, ServiFlow processes them in batches. You can configure batch size and interval in the support settings.

Execution History

Each action maintains a history of its executions, including timestamps, number of matches, and results (success or failure).

Automated Actions Best Practices

Common Patterns

Monitoring Alert Correlation Admin

ServiFlow automatically correlates monitoring alerts by host and service, so that when a recovery notification arrives, the original alert ticket is closed automatically. This eliminates the need to manually close resolved alerts and reduces monitoring ticket noise by 80–90%.

How It Works

When ServiFlow processes an email from a monitoring system (Nagios, Zabbix, etc.), it extracts three key fields from the email body:

These fields are combined into a correlation key (tenant|host|service) and stored in the ticket's metadata.

Incident Lifecycle

A typical monitoring incident follows this timeline:

The result is a clean audit trail: one alert ticket per incident, closed when the service recovers.

Correlation Rules

• Correlation matches by host + service within the same tenant.
• Only OK and RECOVERY states trigger correlation.
• The system finds the most recent open alert ticket with the same host/service and closes it.
• A system note is added to the closed ticket recording the recovery.
• The OK/RECOVERY ticket itself is not closed by correlation — use an Automated Action rule (e.g. "Close OK System Monitoring Tickets") to close those.

Recommended Setup

1. Add your monitoring system's email address to System Senders in Settings > Email Ingest.
2. Create an Automated Action with search text OK, source filter System/Monitoring Only, and action Close Ticket.
3. Correlation is automatic and requires no additional configuration.

Analytics Dashboard Admin Expert

The Analytics dashboard provides visual insights into your service desk performance.

Time Period Selector

Choose from Last 7 days, Last 30 days, or Last 90 days to adjust all charts and metrics.

KPI Cards

Charts and Visualisations

• Priority Breakdown — distribution of tickets by priority level
• Category Breakdown — top 10 categories with ticket counts
• Status Breakdown — tickets grouped by current status
• Sentiment Distribution — positive / neutral / negative / mixed percentages
• Ticket Trend — line chart showing ticket volume over time

SLA Compliance

Top Metrics

• Top Requesters — customers creating the most tickets
• Top Assignees — experts handling the most tickets
• Average Resolution Time — hours from creation to close
• CSAT Average — average customer satisfaction rating

CSV Export

Click Export to download the analytics data as a CSV file for further analysis in Excel or other tools.

Customer Analytics Customer

Customers see a simplified analytics view showing only their own tickets: total created, currently open, and average response time.

Monthly Reports Admin Customer

Monthly Reports provide a formatted summary of ticket activity for a selected company over a chosen month.

Report Contents

• Ticket totals (created, resolved, open, closed)
• Average response and resolution times
• SLA compliance percentage
• Breakdown by category, priority, and status
• List of all tickets with key details

Generating a Report

1. Go to Reports > Monthly Reports.
2. Select the company and month.
3. Click Generate to preview the report.
4. Click Send Now to email the report to the selected recipients.

Auto-Schedule

Admins can configure automatic monthly report delivery. Reports are generated and emailed on the first day of each month for the previous month's data.

Company Admin Access

Company Admin customers can also access Monthly Reports for their own company, giving them self-service visibility into their support metrics.

Microsoft Teams Integration Admin

Connect ServiFlow to Microsoft Teams to receive ticket notifications and manage tickets directly from your Teams channels.

Features

• View ticket details in Teams
• Manage tickets from Teams channels
• Receive ticket update notifications in channels

Setup Steps

1. Go to Settings > Integrations > Microsoft Teams.
2. Download the ServiFlow Teams manifest file.
3. In the Microsoft Teams Admin Center, go to App Management and enable sideloading of custom apps.
4. Upload (sideload) the ServiFlow manifest into your Teams organisation.
5. Back in ServiFlow, configure the workspace webhook URL.
6. Select which Teams channels should receive notifications.
7. Click Save.

Slack Integration Admin

Connect ServiFlow to Slack to post ticket updates and receive notifications in your Slack workspace.

Features

• Post ticket updates to Slack channels
• Receive @mention notifications in Slack
• Thread ticket replies from Slack

Setup Steps

1. Go to Settings > Integrations > Slack.
2. Click Connect Slack.
3. Authorise the ServiFlow app in the OAuth flow.
4. Select the Slack channels for notifications.
5. Click Save.

Notification Types

Tenant Settings Admin

Go to Settings > Tenant Settings to configure your company profile.

Company Profile

Email Ingest Configuration Admin

Go to Settings > Email Ingest to configure inbound email processing. The settings are organised into two provider tabs (IMAP and M365), each with independent controls.

Per-Provider Controls

Each provider tab includes its own:

• Enable Ingest — toggle inbound email processing for this provider
• Enable Outbound Notifications — send system emails from this provider's mailbox
• Test Connection — verify the connection works
• Check Interval — how often to poll for new emails (1–60 minutes)

IMAP Settings

Server Type (IMAP/POP3), Host, Port, SSL, Username, Password, and optional SMTP fields for outbound.

M365 Settings

Mailbox Email Address, connection status indicator, and one-time setup instructions for your M365 admin.

Additional Sections

The Email Ingest page also includes System Senders (addresses treated as monitoring sources) and Company Email Notifications (per-company notification toggles).

See Email to Ticket and Microsoft 365 Email for full setup guides.

System Admin Tools Admin

Sensitive configuration settings are grouped under System Admin Tools in a collapsible sidebar section. Accessing these tools requires password re-authentication (elevation) to prevent accidental changes.

Elevation

When you click System Admin Tools, a password prompt appears. Enter your admin password to gain elevated access for 30 minutes. An Elevated badge appears in the sidebar while active.

Tools Included

• Raw Variables — view and edit system configuration values
• System Control — master toggles for email processing, notifications, and features
• Housekeeping — data retention and cleanup

System Control Admin

System control provides toggles to enable or disable major features.

Available Toggles

Housekeeping Admin

Housekeeping manages data retention by automatically removing old, closed tickets and their activity logs based on configurable retention periods.

Data Retention Settings

You can override the default retention period for your tenant in the housekeeping settings.

Running Housekeeping

• Automatic: Housekeeping runs on a schedule based on your configuration.
• Manual: Click Run Housekeeping Now to trigger immediately. The result shows how many activity records and tickets were deleted.

What Gets Deleted

• Closed tickets older than the retention period
• Activity log entries associated with those tickets

Audit Log Admin

The audit log records all significant admin actions for accountability and compliance.

What Is Logged

Login, logout, create, update, delete, assign, reassign, resolve, close, and configuration changes are all recorded.

Log Entry Fields

Filtering and Export

Filter the audit log by user, action type, or date range. Click Export to download the log as a CSV file.

Raw Variables Admin

Raw Variables is a comprehensive configuration viewer that surfaces all system settings in one place. It aggregates data from 12 sections covering tenant settings, email configuration, SLA definitions, automation rules, customer company config, CMDB settings, user notification preferences, and more. Found under Settings → Raw Variables (labelled "Developer Mode").

All Sections

Editable Sections

Tenant Settings

Custom key-value pairs stored in the tenant_settings table. Common keys include:

• send_emails_experts / send_emails_customers — global email notification toggles
• process_sla — enable/disable SLA breach checking
• monthly_report_enabled / monthly_report_recipients — automated reporting
• customer_billing_enabled / enhanced_sla_billing_mode — billing config
• batch_delay_seconds / batch_size — email batch processing

Use + Add Variable to create new keys, Edit to change values, and Delete to remove custom keys.

IMAP Ingest

Configuration for IMAP email-to-ticket polling:

Microsoft 365

Graph API / OAuth2 configuration for M365 mailbox integration:

Outbound / SMTP

Company Profile

Read-Only Sections

The following sections pull live data from their respective tables. They are read-only in Raw Variables — use the dedicated management UIs to modify them.

Feature Flags

Shows all features from the tenant_features table, including those granted by the subscription plan, manual overrides, and trials. Each flag shows its enabled/disabled state and source.

SLA & Business Hours

Lists every SLA definition with its response and resolve targets (in minutes), near-breach percentage threshold, and active status. Also shows business hours profiles with their schedules and timezones.

Automation & Chat

Shows all ticket processing rules with their enabled status, action type, match criteria, and trigger count. Also lists chat canned responses with their action type and active status.

Customer Companies

Per-company configuration: SLA level (basic/premium/enterprise), assigned SLA definition, active status, and notification preferences (admin_emails, member_emails).

CMDB Configuration

Lists all asset categories (active/inactive) and the count of custom field definitions per category.

Users & Notifications

Shows email notification preferences for every admin and expert user: email_updates (receive email updates), notifications_enabled (email notifications on), and active status.

Environment

Read-only server environment values: NODE_ENV, BASE_URL, DEFAULT_TENANT, PORT.

Search, Export & Import

The search box at the top filters across all 12 sections, matching against both key names and values.

• Export JSON — downloads all tenant_settings as a JSON file for backup or migration.
• Import JSON — uploads a JSON object to bulk-create or update variables. Existing keys are updated; new keys are created. Reserved prefixes (email_ingest., company.) are handled automatically. Masked passwords are skipped.

Audit Trail

All Raw Variables actions are logged: opening the view, creating/updating/deleting variables (old and new values recorded), and exporting or importing. Password and token values are redacted in audit logs.

Plans

ServiFlow offers three plans to suit organisations of different sizes.

Managing Your Subscription Admin

Trial

New accounts start with a 30-day free trial. During the trial, you have access to all features. Your trial end date is shown in Settings > Billing.

Upgrading

1. Go to Settings > Billing.
2. Click Upgrade.
3. Compare plans and select the one that fits your needs.
4. Enter payment details.
5. Confirm the upgrade. Your plan changes immediately.

Downgrading

You can downgrade to a lower plan at any time. If your current usage exceeds the lower plan's limits (e.g. more users than allowed), you will need to deactivate users before the downgrade takes effect.

Cancellation

Click Cancel Subscription in the billing settings. Your account remains active until the end of the current billing period.

Billing History

View past invoices and payment history in the billing section.

Usage and Limits Admin

The Usage dashboard shows how much of your plan's allowance you are using.

Metrics Tracked

Progress Bars

Each metric is displayed with a colour-coded progress bar:

• Green — under 50% of limit
• Yellow — 50–80% of limit
• Red — over 80% of limit or exceeded

Enforcement

When you hit a plan limit:

• Users: You cannot invite new experts or create new customer accounts until you deactivate existing users or upgrade.
• Storage: File uploads are blocked until storage is freed or your plan is upgraded.

Approaching Limits

ServiFlow warns you when you reach 80% of a limit:

• A toast notification appears in the UI
• An upgrade prompt is shown on the dashboard
• An email notification is sent to the admin