HappyFox now lets both contacts and agents attach assets when creating a ticket.

This is especially useful when tickets are raised for specific hardware or software—such as laptops, servers, or licenses—because it provides immediate context (owner, location, warranty, configuration, etc). Linking the relevant asset:

• Reduces back-and-forth between requester and agent.
   
• Improves the accuracy of diagnosis and resolution.
   

Applicable Plans

✖️ Basic ✖️ Team ✔️ Pro ✔️ Enterprise PRO
✔️ Growth ✔️ Scale ✔️ Scale Plus ✔️ Ultimate

This feature is available only if Asset Management is already enabled.
To enable this Linking Assets to Tickets feature, contact [email protected].

 

Asset Type Settings

 

 

A new setting, Visible to Contacts, has been introduced under each Asset Type.
This determines whether assets of this asset type will appear to contacts in the contact portal.

The toggle can be turned on only if Ticket Association is already enabled for that asset type.

Note: If you disable this setting after it has been enabled, any assets that were previously visible to contacts will immediately become hidden.

 

New Ticket Layout

The ticket-creation form now includes Asset as a configurable field.

Administrators can decide whether this field appears to agents, contacts, or both, in the ticket creation form and they can reorder it alongside other fields in the Contact Portal Preferences.

By default, the field is disabled and, when enabled, remains optional—its mandatory status cannot be changed.

 

Which Assets a Contact Can See

Only contacts who are signed in to the portal can link an asset to a ticket.

For an asset to appear in the selection list, three conditions must be met:

• Ticket Association must be enabled for the asset type.
   
• The asset type itself must be marked Visible to Contacts.
   
• The specific asset must already be linked to the logged-in contact.
   

Contact Portal

Ticket Creation

• Signed-in contacts can search assets by Asset Name or Display ID.
   
• They can select multiple assets.
   
• Field is optional.
   
• The drop-down list shows each asset in the format Asset Name <Display ID>.

 

Ticket Details

• A new section displays all assets linked to the ticket, showing name and Display ID.
   
• Contacts can add or remove assets after ticket creation.
   
  • Changes are reflected for agents as well.

 

Agent Portal

 

 

• Agents can add multiple assets when creating or updating tickets.
   
• They can search by Asset Name or Display ID.
   
• Agents can also link assets not associated with the ticket’s contact or not visible to contacts.
   
• Assets hidden from contacts remain visible to agents only.
   
• Agents see all assets (subject to their role permissions) exactly as before, provided they have the Edit Ticket Asset Info permission.

 

For a full overview of Asset Management, see our Asset Management Guide.