Managing Priorities in Service Desk
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…
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 Knowledge Base Sections?
Knowledge Base in Service Desk is all about making sure that the information and knowledge (information, problems, solutions and guides) are well-categorised, easy to access, and useful for everyone within the organisation. Knowledge is one of the most valuable assets of an organisation. This article explains on how…
How to create and manage asset custom fields?
Asset custom fields are used to capture the properties or the characteristics of the assets within each Asset Type. These fields can be configured for each asset type. The asset custom fields will help to capture more detailed information about the assets enabling efficient asset management. Example: An Asset Type…
How to configure and customise Custom Fields in Service Desk?
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, …
How to manage Work Schedules in Service Desk?
Work Schedules play a crucial role in defining the work timings of support teams in the Service Desk. By configuring work schedules, you can clearly establish the operational hours of your team and ensure accurate time-based calculations for SLAs or Smart Rules. This knowledge base provides instructions on creating …
Overview of Change Details Page
Required Permission(s) Depending on the action that needs to be performed there are multiple team level permission(s) related to change ticket type which needs to be enabled in order to view, create, modify or perform actions over a change. Refer to this article on the list of permissions and its functional aspect…
Overview of Release Details Page
Required Permission(s) Depending on the action that needs to be performed there are multiple team level permission(s) related to release ticket type which needs to be enabled in order to view, create, modify and perform actions over a release. Refer to this article on the list of permissions and its functional asp…
What is Service Request Management?
What are Service Requests? Service requests can be defined as formal requests made by end-users to acquire specific services, assistance, or information from a team, vendor or employee . They differ from incidents as they are not centered around unplanned interruptions or quality reductions in services, but ra…
How to customize the Service Portal Home Page in Service Desk?
Customize the way your Service Portal home page content is organized using the simple layout builder in HappyFox Service Desk. You can add custom widgets, show/hide default widgets and customize their appearance to keep your customers engaged with rich, helpful content. Required Permission Customize look and feel o…
