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 | When it fires |
|---|---|
| Incident Created | A new incident is created in HappyFox Service Desk. |
| Incident Updated | An existing incident in HappyFox Service Desk is updated — for example, when its status, priority, or assignee changes. |
Actions
HappyFox Service Desk actions let you create and update incidents in HappyFox Service Desk directly from a workflow step.
| Action | What it does |
|---|---|
| Create Incident | Creates a new incident in HappyFox Service Desk with fields such as subject, description, priority, and category. |
| Update Incident | Updates the fields of an existing incident in HappyFox Service Desk, such as its status, priority, or assignee. |
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.