API to add reply to an Incident
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…
How to configure Custom fields for Requester and Requester Groups in Service Desk?
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…
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, …
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 create a service request?
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…
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, …
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…
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 …
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…
How to create incidents?
There are multiple ways by which incidents can be raised in Service Desk * Requesters can raise an incident through any one of the channels below Email: Users can send an email to a designated incident email address, explaining their problem or issues or queries. Service Desk can automatically convert these…
