How to customise the email notification templates?
Follow the steps explained below to customize the email notification templates, 1. Navigate to **Main Menu > Manage > Ticket Settings section > Notifications > any ticket type tab** 2. Click on any of the notifications to **Edit**. 3. Here the **list of all the teams** in service desk will be displayed along w…
Incident Management - Setup & Configurations
## Create Incident Form Customization [How to configure and customize the create incident form?][1] ## Incident Statuses [How to configure and customize different statuses for the incidents, team wise][2] ## Incident Priority [Configuring priority for incidents][3] ## Incident Custom Fields [How to configure cu…
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 activity…
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. * …
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…
How to use Messages tab in Incident details page?
## Messages tab in Incident details page * All the conversations and messages(Replies) related to the incident between the agent and the requester will be displayed here. * All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the inciden…
Managing Tags in Service Desk
Tags are a powerful way of labelling and grouping tickets. The ticket tags can also be used as conditions to create queues or filters, automation workflows and generating reports. ## Required Permission **Manage All Tags** * Only users with this permission will be able to **access this module to create, edit, ren…
Service Request Notifications
Below are the list of notifications that are available by default for the Service Request 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 Ser…
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 y…
How to create and manage tasks in a incident?
Agents can add the list of task or checklist for an incident in this section. This will help them to keep track of the activities that needs to be done in order to resolve an incident. ## Tasks tab in Incident details page * Navigate to a Incident details page > Tasks tab * Click on **+Add Task **button * Pr…
