What is a Product Catalog in Service Desk?
Product catalog is a one of the key component of IT Asset management (ITAM) which is a centralised repository where organisations can maintain the list of products, asset models and services they offer to their end-users. The product catalog in HappyFox Service Desk can be configured to include essential details suc…
Understanding the Incident Listing Page
The Incident Listing Page is a central hub that provides support agents and admins with a comprehensive view of all the incidents in Service Desk. In this article, we will explore the various components of the Incident Listing Page and how they can be utilized to streamline support operations and enhance productivity…
Service Portals for Service Desk
Service portals in HappyFox Service Desk allows you to have multiple portals targeting different sets of requesters or in case a company supports multiple clients through one service desk account. You can customize your service portal, service catalog, and knowledge base for each of your portals. As a result of this …
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…
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…
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…
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…
Understanding the Service Request Listing Page
The Service Requests Listing Page is a central hub that provides support agents and admins with a comprehensive view of all the service requests in Service Desk. In this article, we will explore the various components of the Listing Page and how they can be utilized to streamline support operations and enhance produc…
How to create a Problem?
Required Permission Agents with the below Team level permissions will be able to create a problem 1. Create Problem tickets in Associated Teams * Agents with this permission can create a problem in any of the Team(s) and Assignment Groups to which they are part of. * This is a Team level permission. 2. Create …
Sorting Incidents
The incident listing page is built in with default sort options which the agents can make use of. The default sort options available are. Due By : to sort the incidents based on the due date (ascending or descending) Last Replied - recent to oldest This will sort the incidents based on the last reply on the ti…
