Settings

All settings are per-tenant and configurable from the admin UI. No environment variables or server access required. Settings are stored in the tenant's database and take effect immediately.

Organization

Setting	Description
Organization Name	Your business name. Shown in the sidebar, portal header, emails, quotes, and invoices.
Logo	Displayed in the sidebar, customer portal header, and on quote/invoice PDFs. Square PNG or SVG, max 1 MB.
Website URL	Optional. When set, the logo on your customer portal header links to this URL (opens in a new tab).
Theme	Accent color used throughout the app and portal. Auto-saves when selected.

Ticket Settings

Ticket-specific settings live on the Tickets page under the Settings tab (admin only).

Setting	Description
Next Ticket Number	The number to assign to the next new ticket. Useful when migrating from another system. Use leading zeros like 0645 to control zero-padding on all future tickets. Locks once your first ticket is created; use Reset numbering to jump the counter forward.
Auto-add job costs to expenses	When enabled, job costs entered on a ticket automatically create expense entries when the ticket is marked paid. Leave off if those costs already appear in your imported bank feed.
Vehicle MPG	Your vehicle's fuel efficiency. Combined with the gas price below to estimate fuel cost per ticket.
Gas Price ($/gal)	Current fuel price. Use the refresh button to pull the national average from the EIA automatically.

Quote Settings

Quote-specific settings live on the Quotes page under the Settings tab (admin only).

Setting	Description
Hourly Labor (per hr)	Default rate pre-filled when adding a labor line item to a quote.
Service Call / Diagnostic	Default rate pre-filled when adding a service call line item to a quote.
Document Templates	Reusable contracts, questionnaires, or service agreements that can be attached to any quote. See the Quotes page for details.

Portal

Setting	Description
Portal Enabled	Toggle the customer portal on or off. When off, magic link requests return an error.
Allow New Tickets	Controls whether customers can submit new service requests from the portal.
Hero Title	Large headline shown on the portal landing page. Defaults to "Get Help Fast".
Tagline	Subtitle text below the hero title.
Schedule URL	Optional link to a booking page (Calendly, etc.) shown as a button in the portal.
Portal Notify Email	Who gets notified when a customer submits a ticket or reply via the portal. Defaults to the first admin user's email.
Custom Domain	Serve your portal at a custom URL like support.yourdomain.com. Requires a DNS CNAME record; an SSL certificate is provisioned automatically on first visit. Available on Pro and Business plans.

Team

The Team tab is where you manage everyone with access to your Servelo account.

Setting	Description
Users list	Invite admins and technicians, change roles, deactivate or reactivate, resend login links. See Users & Team for full details.
Show admins in technician list	When enabled, admins appear as options when assigning tickets.

Processing Fees (General tab)

Configure your processor's fee rate for each payment method. Servelo uses these to auto-calculate the Payment Fee field when you close a ticket, so your net revenue is tracked accurately. Square payments made through generated invoice links pull the actual fee from the Square webhook automatically and do not rely on these rates.

Method	Typical Rate
Credit Card (Square)	2.6% + $0.10 in-person, 2.9% + $0.30 online
Venmo	1.9% + $0.10 (business accounts)
Zelle	0% (free)
Cash	0%
Check	0%

These rates rarely change. When they do, payment processors announce it well in advance — check your Square or Venmo dashboard to confirm current rates. Set once and leave it.

Inbound Email (General tab)

Inbound email settings live on the General tab alongside Outbound Email, keeping all email configuration in one place.

Setting	Description
Your support email address	Every account gets a dedicated {slug}@serveloapp.com address. Email sent there automatically becomes a new ticket. See Email Integration.
Notification email	Where new-ticket and customer-reply alerts are sent. Leave blank to use the admin account email.
Auto-assign inbound emails to	Which team member new email tickets get assigned to by default. Prevents new tickets from sitting unassigned.
Sender blacklist	One entry per line. Exact addresses (e.g. noreply@example.com) or entire domains (e.g. @example.com) are silently dropped without creating a ticket. noreply@, no-reply@, and Servelo addresses are always blocked automatically.

Email Sending

Setting	Description
From Name	Sender name shown in email clients. Defaults to Organization Name if blank.
Support / Reply-To Email	Used as the reply-to address on quotes. Ticket emails use a per-ticket reply address automatically.

Company Contact

Setting	Description
Company Phone	Displayed in quote headers sent to customers.
Company Email	Contact email shown on quote headers. Can differ from the outgoing email address.
Company Address	Physical address shown on quote headers.

Categories

Manage all dropdown lists in Settings > Categories. Categories are per-workspace and fully customizable. Preset entries cannot be deleted but can coexist with your custom entries.

Section	Used in
Expense Categories	Expense entries — e.g. Fuel, Software, Equipment
Payment Accounts	"Account paid from" on expenses — e.g. Business Chase, Business Amex, Cash
Revenue Types	Revenue category and ticket work type — e.g. Repair, Installation, Consulting, Network
Payment Methods	How clients pay on tickets — e.g. Cash, Credit Card, Venmo
Customer Sources	Where clients came from — e.g. Google, Referral, Thumbtack
Asset Types	Asset tracking — e.g. Laptop, Server, Printer

Integrations

Third-party integrations are managed under Settings > Integrations.

Integration	What it does
Google Calendar	Connect your Google Calendar so scheduled tickets sync automatically. Each team member manages their own connection from My Account. When you set a date on a ticket, an event is created in the linked calendar.
Outlook Calendar	Connect your Microsoft Outlook Calendar so scheduled tickets sync automatically. Works alongside Google Calendar. Each person manages their own connection from My Account.
Square	Accept credit and debit card payments on invoices. Once connected, every sent invoice gets a prefilled Square checkout link. Invoices are marked paid automatically when the customer completes payment. Square is also used for deposit checkout links on quote acceptance. To connect: Go to Settings > Integrations > Square and click Connect Square. You will be redirected to Square to authorize Servelo. Sign in to your Square account and approve the permissions. You are then redirected back to Servelo and the integration is active. You need an existing Square seller account. Sign up at squareup.com if you don't have one.
QuickBooks Online	Push invoices to your books with one click. Customers are matched or created automatically. A "Push to QuickBooks" button appears on every invoice once connected. To connect: Go to Settings > Integrations > QuickBooks Online and click Connect QuickBooks. You will be redirected to Intuit to authorize Servelo. Sign in with your QuickBooks Online credentials and approve access. Once connected, a Push to QuickBooks button appears on every invoice. Clicking it creates or matches the customer in QuickBooks and pushes the invoice. You need an active QuickBooks Online subscription (Simple Start or higher).
Thumbtack	Automatically create a ticket and client when a new Thumbtack lead comes in. Customer messages sent via Thumbtack are appended as ticket comments. Setup: in Thumbtack go to Business settings → Integrations → Webhooks → Create a webhook and paste your Servelo webhook URL. Note: Thumbtack does not include the customer's email in lead webhooks. Add it to the client profile manually if needed.
AI Job Planner	Configure an AI provider for the Job Planner on tickets. Without a key, Servelo falls back to Groq (free tier, context limits apply). See AI Job Planner setup below for instructions on getting a key for each provider.
RustDesk Remote Access	Connect remotely to client assets using your self-hosted RustDesk server (beta). Requires running your own hbbs and hbbr relay. See Remote Access for the full setup guide.

AI Job Planner

The AI Job Planner on each ticket uses a configurable AI provider. Other AI features (draft reply, quote assist, thread summarize) always use Groq and are not affected by this setting.

Without a configured provider, the planner falls back to Groq. Groq works well for short conversations but has token limits that can cause errors on longer or more complex planner sessions.

For the best experience, we strongly recommend connecting a Claude (Anthropic) API key. Claude handles long job histories, multi-step action plans, and nuanced follow-up drafts with significantly better accuracy than the free Groq tier. API costs for typical use are minimal.

You can configure up to three providers and switch between them at any time. The model selector lets you pick which model each provider uses without needing a code deployment.

Claude (Anthropic)

1. Go to console.anthropic.com and sign in or create an account.
2. Click API Keys in the left menu.
3. Click Create Key, give it a name (e.g. "Servelo"), and copy the key immediately. It is only shown once.
4. In Servelo, go to Settings > Integrations > AI Job Planner, click Setup, expand Claude, and paste the key.

Usage is billed by Anthropic per token. Recommended model: Sonnet 4.6 (balanced speed and quality). Use Haiku 4.5 if cost is a concern.

Gemini (Google)

1. Go to aistudio.google.com and sign in with your Google account.
2. Click Get API key in the left menu.
3. Click Create API key, select or create a Google Cloud project, and copy the key.
4. In Servelo, expand Gemini under AI Job Planner and paste the key.

Gemini 2.0 Flash has a generous free tier (15 requests per minute, 1 million tokens per day). Paid usage is billed through Google Cloud.

OpenAI

1. Go to platform.openai.com and sign in or create an account.
2. Click API keys in the left menu.
3. Click Create new secret key, give it a name, and copy it immediately.
4. In Servelo, expand OpenAI under AI Job Planner and paste the key.

Usage is billed by OpenAI per token. GPT-4o mini is the default and is fast and low cost. Use GPT-4o for more complex job planning.

Security (Two-Factor Authentication)

Each user can enable two-factor authentication on their own account from Settings > Security. Servelo uses time-based one-time passwords (TOTP), compatible with 1Password, Google Authenticator, Authy, and other standard authenticator apps.

1. Click Enable MFA. A QR code appears.
2. Scan the QR code with your authenticator app, or enter the secret manually.
3. Enter the 6-digit code your app displays to finish enabling MFA.
4. Save the 10 backup codes shown. Each one works once if you lose access to your authenticator.

Once enabled, you'll be prompted for a code (or a backup code) every time you sign in. To turn MFA off, go back to Settings > Security and enter your password plus a current code.

If you start setup and come back later, Servelo remembers your pending secret so you can finish with the same QR code you already scanned. Click Continue setup to enter a code, or Start over to generate a fresh QR.

SLA Tracking

Service Level Agreement tracking is configured under Settings > SLAs. When enabled, Servelo monitors every open ticket and emails a breach alert when a ticket exceeds its response or resolution target.

Priority	Typical use
Urgent	Service completely unavailable or data loss occurring
High	Major feature unavailable with no workaround
Normal	Issue partially impaired, workaround available
Low	General questions, requests, documentation

Set a response target (time to first reply) and a resolution target (time to close) for each priority level. Targets are counted in business hours. Configure the days and time window that match your working schedule.

Breach alerts are sent to the ticket's assigned technician and the org admin. Each breach type (response, resolution) alerts once per ticket so inboxes don't get flooded.

Billing

The Billing tab shows your current subscription plan, usage limits, and payment status. Plans are billed monthly and include a set number of users and tickets depending on the tier:

Plan	Users	Tickets
Starter	Up to 3	100/month
Pro	Up to 10	Unlimited
Business	Unlimited	Unlimited

To upgrade or change your plan, click the plan card and complete payment through Square's secure hosted form. Your card is stored by Square — Servelo never sees your full card number. Receipts and billing history are available in your Square merchant account.

Audit Log

The Audit Log records significant actions taken by your team: ticket and client creation, status changes, user invitations, settings updates, and more. Each entry shows the actor, the action, and the timestamp.

• Only admin-role users can access the Audit Log from the sidebar.
• Use the date range, actor, and action-type filters to narrow results.
• Export the visible log to CSV for compliance review or record keeping.