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: …
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…
Viewing Request Details and Messages in a Service Request
The main tabs that will be available in the Service Request details page are, 1. Request Details 2. Messages 3. Tasks 4. Assets 5. Activity Request Details * The Catalog group and Catalog item details will be displayed here. * The custom fields associated with the Catalog item will also be displayed here…
Various actions within the Service Request Details Page
Below are the various actions that an agent can perform over a Service Request. Reply Once a Service Request is reported, agents can work on the Service Requests and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. Th…
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 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…
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…
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 …
How to customise the create release 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 release form? Follow the steps below to customise the create problem form. * Navigate to Main menu >…
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…
