Reopen Behavior for HappyFox Service Desk Tickets
When a support agent moves a service desk ticket to completed status and the requester responds to the same ticket via the support portal or through email , the response can be handled in three ways: * Option 1 : Keep the ticket closed and add the new update to it. * Option 2 : Automatically reopen the ticke…
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 configure IP Restrictions in Service Desk
Service Desk allows you to whitelist the IP addresses from which service desk agents or admins can access their accounts. Required Permission Manage Security Settings * Agents with this permission will be able to access the Security module under Service Desk > Manage > General Settings section * This is a…
How to resolve incidents?
In order to quickly update and view the resolution of an incident a specific tab is provided within the incident details page. * Navigate to Resolution tab in incident details page. * Once you click on +Add button, a Add Resolution modal will open up. * The agents can provide the resolution of the incident an…
Overview of Agent Details Page
Agent Details Page provides an overview of the agent's profile and allows administrators to perform various actions related to an agent's profile and account. This article will guide you through the different sections and actions available on the Agent Details Page in Service Desk. Agent Profile - Overview Card T…
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 Service Re…
Sorting Incidents
The incident listing page is built in with default sort options which the agents can make use of. The default sort options available are. Due By : to sort the incidents based on the due date (ascending or descending) Last Replied - recent to oldest This will sort the incidents based on the last reply on the ti…
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…
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…
