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…
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…
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 *…
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 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…
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 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 >…
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…
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 a service request?
There are multiple ways through which service requests can be raised within a Service Desk. Requesters can request for a service through any one of the channels below, 1. Through Self Service Portal * Login to the Service Portal as a requester. * Navigate to Service Catalog. * Users can then browse the servic…
