Incidents - Related Information Section
The right section in the incident details page displays the following information in separate card(s). * Requester Information * Incident Information * Time Spent * Tags * App Integrations Requester Information The details of the requester who raised the incident will be displayed here. Following are the detai…
How to create a Smart Rule in Service Desk?
Smart Rules in Service Desk provide an efficient way to automate tasks and streamline support operations. Smart Rules will help in automating administrative tasks within a support team, allowing agents to save time and focus on delivering quality customer support. This knowledge base explains the steps involved in c…
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 create Canned Actions in Service Desk?
Canned Actions are predefined responses that can be used to provide quick and consistent replies in Service Desk. They help support teams save time and maintain consistency in their communication with the requesters. Leveraging the power of canned actions helps support teams save time, maintain consistency, and deli…
Replying to Incidents
Replying to Incidents Once an incident is reported, agents can work on the incidents and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. These replies can also be sent to the other stakeholders related to the incident…
How to add or edit private note to incidents?
Agents can initiate conversations, communicate any updates or followup by adding notes within a incident. These notes can be notified to other agents by adding them as subscribers. Required Permission No permission required to add a private note to an incident. Agents who have access to view the incidents will be a…
Configure Azure DevOps integration with HappyFox Service Desk
Get your support and development teams in sync with the powerful integration between HappyFox Service Desk and Azure DevOps! This article guides you through configuring this integration and provides details on how HappyFox Service Desk agents can create work items, link them to incidents and monitor work item activit…
Configuring Account Settings in Service Desk
This article explains the different sections of the account settings page and guide you through the process of making necessary configurations. You can tailor your service desk to align with your organisation's settings and branding requirements by customsing the Service Desk settings. Basic Settings tab 1. Navig…
Incident Management - Setup & Configurations
Create Incident Form Customization How to configure and customize the create incident form? Incident Statuses How to configure and customize different statuses for the incidents, team wise Incident Priority Configuring priority for incidents Incident Custom Fields How to configure custom fields for incid…
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…
