HappyFox Service Desk Triggers and Actions in HappyFox Workflows

This article describes the triggers and actions available when you connect HappyFox Service Desk to HappyFox Workflows, and lists the incident management operations you can automate between HappyFox Service Desk and your other connected apps.

Applicable Plans: All Plans

Note: HappyFox Service Desk is HappyFox's ITSM platform for managing internal IT incidents and service requests. It is a separate product from HappyFox Help Desk. This integration connects HappyFox Service Desk to HappyFox Workflows so that incidents in Service Desk can trigger workflows, and workflow actions can create or update incidents in Service Desk.

Triggers

HappyFox Service Desk triggers allow HappyFox Workflows to start automatically when incident activity occurs in HappyFox Service Desk.

Trigger Details

Triggers start a workflow automatically when a specific event happens in HappyFox Service Desk. Both triggers are webhook-based.

Trigger data legend

• Fields listed under Event data are the variables available to every subsequent step in the workflow.
• Nested fields are shown with dot notation (for example, incident.status.name).
• Custom fields appear as {field_id}_{field_name} keys (for example, 117_Priority).
• Change fields on the Incident Updated trigger are only present when that specific property actually changed in the triggering update.

Incident Created

Fires whenever a new incident is created in HappyFox Service Desk. The workflow receives a full snapshot of the incident at the moment of creation, including the requester's contact details, all custom field values, and the first message/description.

Top-level event fields:

Incident snapshot (under incident):

Requester (contact) fields (under incident.requester):

First message/description (under incident.first_update):

Incident Updated

Fires whenever an existing incident is updated — for example, when its status changes, a reply is added, a field is edited, or a tag is applied. The workflow receives both a snapshot of the current incident state and a summary of what changed in this specific update.

Note: Change fields (for example, status_change_to, tags_change_from) are only present in the event data when that property was actually modified in the triggering update. If a field didn't change, its _change_to / _change_from keys won't appear.

Top-level event fields:

Update activity fields (present only when changed):

Incident snapshot (under incident): Same structure as the Incident Created trigger, with one difference — the tags field is omitted from the incident snapshot on this trigger. Use tags_change_to, tags_change_from, and incident_tag (listed above) to access tag information for an update event.

Actions

HappyFox Service Desk actions let you create and update incidents in HappyFox Service Desk directly from a workflow step.

Action Details

Each action below lists the fields you configure, along with whether each field is required.

Validation note legend

Note on selection fields: Fields backed by an entity — Team, Priority, Status, Assignee, Impact, Urgency — accept a human-readable name and resolve it to the correct Service Desk ID automatically at runtime.

Create Incident

Creates a new incident in HappyFox Service Desk. The requester's name, a team (category), a subject, and a description are always required. At least one contact method — email or phone — must also be provided for the requester.

Update Incident

Updates an existing incident in HappyFox Service Desk, identified by its Incident ID. The Incident ID is always required. At least one other field must be provided — the action will not run if only the ID is given with everything else blank.

* At least one of Team, Status, Priority, Assignee, Due Date, Tags, Time Spent, Impact, Urgency, Subject, or Custom Fields must be provided alongside the Incident ID.

Use cases

Create a Service Desk incident when a critical ticket is escalated in Help Desk: When a ticket in HappyFox Help Desk is escalated to critical priority or marked as a major incident, automatically create a corresponding incident in HappyFox Service Desk — ensuring the IT team has a structured ITSM record to manage the incident through its full lifecycle, separate from the customer-facing ticket.

Update a Service Desk incident when a Help Desk ticket is resolved: When a related HappyFox Help Desk ticket is resolved, automatically update the linked Service Desk incident's status — keeping both systems aligned without requiring agents to manually update records in both platforms.

Escalate a Service Desk incident to other apps when it is created: When the Incident Created trigger fires in HappyFox Service Desk, use subsequent workflow actions to notify a Slack channel, create a Jira issue, or send an SMS via JustCall — routing the incident to the right tools automatically based on its category or priority.

Track incident resolution back to the originating ticket: When a Service Desk incident is updated to a resolved status (Incident Updated trigger), automatically add a private note or update the status of the linked HappyFox Help Desk ticket — giving the customer-facing team immediate visibility into the resolution without checking Service Desk manually.