How to manage tasks for a service request?
Tasks tab in service request details page Agents can add their checklist or task to-dos for the Service Request here. This will help them to keep track of the activities that need to be done for resolving the Service Request. * Navigate to service request details page > tasks tab * Click on +Add Task button *…
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…
Service Request Management - Setup & Configurations
Create Service Request Form Customization How to configure and customize the create service requests form? Service Request Statuses How to configure and customize different statuses for the service requests, team wise Service Request Priority Configuring priority for service requests Service Request C…
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 customise the create problem 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 problem form? Follow the steps below to customise the create problem form. * Navigate to Main menu >…
Service Requests: Card and Compact Views
The two main views available in the service request listing page are, * Card View * Compact View Following are the service request details that will be available in the different views 1. Service request ID: The auto generated ID of the service request. An service request ID will be in this format #SR0000213. 2…
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…
How a requester can raise or log incidents in Service Desk?
There are multiple ways by which requesters can raise incidents in Service Desk * Email: Users can send an email to a designated support email address explaining their issues or queries. An incident will be created automatically according to the inbound email channel configured in service desk. * Service Portal: …
Sorting Service Requests
The service request listing page is built in with default Sort options which the agents can make use of. The Default Sort options available are. Due By This will sort the Service Requests based on the due date. Last Replied - recent to oldest This will sort the Service Requests based on the last reply on the …
