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…
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 …
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…
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 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…
API to change requester email address
API Endpoint {account_url}/api/v2/public/requesters/actions/change-email/ Method POST Request Data Change requester email address Parameters Parameter Description requester_id ID of the requester for whom email needs to be updated from_email Existing email address of the requester which ne…
What is Incident Management?
What is an Incident? ITIL (Information Technology Infrastructure Library) defines an incident as 'An unplanned interruption to a service or a reduction in the quality of a service'. An incident is an unexpected event or disruption that disturbs the regular operations in IT systems. It can encompass technical glit…
How global search works in Service Desk?
The unified global search bar on the app header will allow you to search for incidents, service requests, problems, changes, releases and requesters within the Service desk right from anywhere within the application. * You can search using a keyword based on which search suggestions will be displayed in the dropd…
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…
How to link assets to an incident?
Assets can be linked to an incident in two ways as explained below. 1. Create incident form Assets can be linked to an incident even while creation. Asset lookup field will be available in the create incident form using which the agents can search and link the asset to the incident. 2. Assets tab in incident detai…
