G2

Ana B.

Senior Manager of End User Services

Enterprise (> 1000 emp.)

10/30/2026

"Build and Ship Fast with Serval—Catalyst Makes AI Workflows Easy for Everyone"

4/5

What do you like best about Serval?

My favorite thing about Serval is how quickly we can build and ship. Our goal is AI deflection and we're close to reaching our Q4 goal of 40%. Catalyst lets our entire team, from juniors to seniors to start with a problem statement, define the right parameters around it, and arrive at a solution in minutes. Repetitive, manual tasks across systems are a thing of the past thanks to Catalyst skill and workflow builders with a robust integration platform. In the past, I've lived in other ITSM platforms like Atlassian, Zendesk, or ServiceNow: building with AI would either be an add-on we had to purchase (if it was available) or an agent we had to assemble manually using logic we defined, rather than simply having a conversation. With Serval, anybody can build, and that’s what makes it so special.

The team at Serval also helps us improve the product by listening closely and shipping improvements just as fast as we do. Review collected by and hosted on G2.com.

What do you dislike about Serval?

Serval ships new releases at the speed of light—if you blink, you might miss something as a customer. That pace inspired me to build a workflow that pulls Serval’s latest weekly release-notes post and cross-posts it into our IT team’s Slack channel for review. What I’d really look forward to next is more proactive communication around a full product roadmap, so our IT team can plan an innovation strategy for the quarters ahead. We try to champion a proactive, rather than reactive, mindset, and having that kind of visibility would help a lot. Review collected by and hosted on G2.com.

What problems is Serval solving and how is that benefiting you?

Departments at GitLab have a dedicated channel with our Serval team where we can report bugs and submit feature requests. We ran into quite a few issues early on, and they were able to work through and solve many of them with us.

One thing I really appreciate is how Serval integrates with our knowledge spaces like Google Drive, the GitLab Handbook, and the Loop (Simpplr). Because of that, our Helpdesk agent can start deflecting repetitive questions away from the support teams that would normally have to answer the same requests across multiple channels (Slack, email, Zoom).

We’ve also been able to run reporting on common tickets that were previously being resolved manually in Serval, and then build out workflows with custom integrations like Slack and Google Workspace to handle basic IT requests. In the past 28 days, we’ve saved over 80 hours of manual work, which is a 6% increase compared to the prior month. Overall, this has helped free up time so our team can focus on upskilling in more complex IT subjects. Review collected by and hosted on G2.com.