API Endpoint {account_url}/api/v2/public/incidents/{id}/reply/ Method PATCH Response Data Reply added to an Incident * This endpoint is used to add a reply to an incident. Sample Request { "message": "sample message", } Sample Response Success Response: Status code 200 { "id": 176, "time_spen…
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…
Custom fields can be created for the following entities in Service Desk. * Requesters * Requester Groups Required Permission(s) Manage Requester Custom fields Manage Requester Group Custom fields * Admins with this permission can view, create, edit and delete custom fields of Requester Groups. * Both of the…
Priorities help teams identify the urgency and impact of incidents or service requests, allowing them to allocate resources effectively and meet customer expectations. In Service Desk, you have the flexibility to customise and define priorities based on your unique business needs. This knowledge base article provides…
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…
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 …
Custom fields can be created for the following entities * Service Requests * Incidents * Problems * Changes * Releases Required Permission(s) Manage All Custom Fields * Agents and Admins with this permission can view, create, edit and delete custom fields for the various ticket types like Service Requests, …
The Asset Details page is structured as follows * Asset Details Card * Tabs * Related Information Section * Actions Asset Details Card The card provides a simple as well as quick view on the various properties of an asset in a simple card format. Below are the details that will be displayed in the card, * Ass…
Service Desk agents have the ability to raise service requests on behalf of the requesters. This is particularly useful when requesters require assistance in raising service requests or when it cannot be fulfilled through self-service options. In this guide, you will learn the process of creating service requests thr…
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…