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…
Overview of Problem Details Page
Required Permission(s) Depending on the action that There are multiple team level permission(s) related to problem ticket type which needs to be enabled inorder view and perform actions over a problem. Refer to this article on the list of permissions and its functional aspects. The information in the details pa…
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…
Incident Management - Setup & Configurations
Create Incident Form Customization How to configure and customize the create incident form? Incident Statuses How to configure and customize different statuses for the incidents, team wise Incident Priority Configuring priority for incidents Incident Custom Fields How to configure custom fields for incid…
API to fetch requester list and requester details
API Endpoint /api/v2/public/requesters/ Method GET Request Data Requester list and details Get Requester List and Details * This endpoint allows you to fetch requester(s) list and details in Service Desk. Sample Response Success Response: Status code 200 [{ "id": 1, "name": "Lisa Taylor", "email": "l…
Service Requests - Related Information Sections
The right section in the Service Request details page displays the following information in separate card(s). * Requester Information * Service Requests Information * Time Spent * Tags * App Integrations * Actions in Details page Requester Information The details of the requester who raised the Service Reques…
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 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…
How to create Knowledge Base Articles?
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 customise the email notification templates?
Follow the steps explained below to customize the email notification templates, * Navigate to Main Menu > Manage > Ticket Settings section > Notifications > any ticket type tab * Click on any of the notifications to Edit . * Here the list of all the teams in service desk will be displayed along with the coun…
