How to link assets to a service request?
Assets can be linked to an service request in two ways as explained below. 1. Create Service Request form Assets can be linked to an service request even while raising service requests. Asset field will be available in the Create form using which the agents can link the respective asset to the Service Request. 2. …
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…
API to fetch requester list and requester details
API Endpoint /api/v2/public/requesters/ Method GET Request Data Requester list and details Get Requester List and Details * This endpoint allows you to fetch requester(s) list and details in Service Desk. Sample Response Success Response: Status code 200 [{ "id": 1, "name": "Lisa Taylor", "email": "l…
API to add private note to Incidents in Service Desk
API Endpoint {account_url}/api/v2/public/incidents/{id}/private-note/ Method PATCH Response Data Private note added to an Incident * This endpoint is used to add a private note to an incident. Sample Request { "note": "sample message", "alert_to": "all_subscribers" } Sample Response Success Res…
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 …
Service Request Notifications
Below are the list of notifications that are available by default for the Service Request Ticket type. * The notification templates can be customised as per organisational or team needs. * Notifications can also be enabled or disabled for each team and assignment group. Agent Notifications 1. Agent New Service Re…
How to initiate bulk action over incidents?
Bulk actions are useful to support agents in cases where the agent will have to perform the same action on multiple incidents. How to initiate bulk action over incidents? * Once you choose more than one incident from the listing page the bulk editing action bar will be displayed on the top of the page. * Also, …
How to invite Agents into Service Desk?
Agents play a crucial role in your Service Desk, as they are responsible for providing support and resolving tickets raised by requesters. Efficiently managing agents is crucial for delivering exceptional support services through your Service Desk. This article will guide you through the process of adding agents to y…
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 *…
