Clone HappyFox Service Desk Ticket
The "Clone" option in Happyfox Service Desk can be utilized in various scenarios, including: * Replicating a ticket and assigning it to different agents, saving time and effort. * Duplicating the details of an existing ticket to customize it based on your specific needs. Ticket Clone is now available for all Serv…
Reopen Behavior for HappyFox Service Desk Tickets
When a support agent moves a service desk ticket to completed status and the requester responds to the same ticket via the support portal or through email , the response can be handled in three ways: * Option 1 : Keep the ticket closed and add the new update to it. * Option 2 : Automatically reopen the ticke…
Configuring Account Settings in Service Desk
This article explains the different sections of the account settings page and guide you through the process of making necessary configurations. You can tailor your service desk to align with your organisation's settings and branding requirements by customsing the Service Desk settings. Basic Settings tab 1. Navig…
How to customise the email notification templates?
Follow the steps explained below to customize the email notification templates, * Navigate to Main Menu > Manage > Ticket Settings section > Notifications > any ticket type tab * Click on any of the notifications to Edit . * Here the list of all the teams in service desk will be displayed along with the coun…
How to customise the create change form?
Required Permission Manage All Forms * This is a team level role. * Navigate to Roles and Permissions > Role type: Team > Managerial tab > Forms section to enable this permission. How to customise the create change form? Follow the steps below to customise the change create form. * Navigate to Main menu > M…
Managing Tags in Service Desk
Tags are a powerful way of labelling and grouping tickets. The ticket tags can also be used as conditions to create queues or filters, automation workflows and generating reports. Required Permission Manage All Tags * Only users with this permission will be able to access this module to create, edit, rename, m…
General Notifications
Below are the list of general notifications that are available by default in a Service Desk account 1. Forgot password - Requester This email is sent to the requester when forgot password action is initiated by the requester. 2. Forgot password - Agent This email is sent to the agent when forgot password is i…
How to customise the create incident form?
Required Permission Manage All Forms * This is a team level role. * Navigate to Roles and Permissions > Role type: Team > Managerial tab > Forms section to enable this permission. How to customise the create incident form? Follow the steps below to customise the create incident form. * Navigate to Main menu…
How to use Messages tab in Incident details page?
Messages tab in Incident details page * All the conversations and messages(Replies) related to the incident between the agent and the requester will be displayed here. * All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the incident wil…
How to create and manage tasks in a incident?
Agents can add the list of task or checklist for an incident in this section. This will help them to keep track of the activities that needs to be done in order to resolve an incident. Tasks tab in Incident details page * Navigate to a Incident details page > Tasks tab * Click on +Add Task button * Provide the…
