How to configure Password Policy in Service Desk
Password policy lets you define the criteria that needs to be followed when agents set their Service Desk account password. Required Permission Manage Security Settings * Agents with this permission will be able to access the Security module under Service Desk > Manage > General Settings section . * This …
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…
Overview of Agent Details Page
Agent Details Page provides an overview of the agent's profile and allows administrators to perform various actions related to an agent's profile and account. This article will guide you through the different sections and actions available on the Agent Details Page in Service Desk. Agent Profile - Overview Card T…
Incident Notifications
Below are the list of notifications that are available by default for the Incident 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 Incident This no…
How to configure IP Restrictions in Service Desk
Service Desk allows you to whitelist the IP addresses from which service desk agents or admins can access their accounts. Required Permission Manage Security Settings * Agents with this permission will be able to access the Security module under Service Desk > Manage > General Settings section * This is a…
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…
What are Teams?
Teams are groups of individuals within an organisation who collaborate towards a common goal or specific tasks. Setting up service desk teams is an essential aspect of effectively managing support services within an organisation. These teams play a vital role in addressing and resolving various organisational needs. …
How to create a Release?
Required Permission(s) Agents with any one of the Team level permissions listed below will be able to create a release in service desk, 1. Create Releases in Associated Teams * Agents with this permission can create a release in any of the Team(s) and Assignment Groups to which they are part of. * This is a Tea…
How to create a Change?
Required Permission(s) Agents with the any one of the team level permissions listed below will be able to create a change request, 1. Create Changes in Associated Teams * Agents with this permission can create a change in any of the Team(s) and Assignment Groups to which they are part of. * This is a Team leve…
How to create a Asset in Service Desk?
Required Permission Manage Assets in a Team * You will need the above permission to view the Asset Management module and to create or manage the assets within this module. * This is a Team level - Managerial Permission * You can enable this permission by navigating to Manage > Roles and Permissions > Role Type…
