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 incident wil…
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 * Provide the…
API to add private note to Incidents in Service Desk
API Endpoint {account_url}/api/v2/public/incidents/{id}/private-note/ Method PATCH Response Data Private note added to an Incident * This endpoint is used to add a private note to an incident. Sample Request { "note": "sample message", "alert_to": "all_subscribers" } Sample Response Success Res…
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, …
How a requester can raise or log incidents in Service Desk?
There are multiple ways by which requesters can raise incidents in Service Desk * Email: Users can send an email to a designated support email address explaining their issues or queries. An incident will be created automatically according to the inbound email channel configured in service desk. * Service Portal: …
Understanding the Incident Listing Page
The Incident Listing Page is a central hub that provides support agents and admins with a comprehensive view of all the incidents in Service Desk. In this article, we will explore the various components of the Incident Listing Page and how they can be utilized to streamline support operations and enhance productivity…
Overview of Incident Details Page
Structure of Incident Details Page The information in the details page is structured as following 1. Incident Details Card 2. Tabs 3. Related Information Section 4. Actions 1. Incident Details Card More details on the incident properties and the components in the incident card view is explained in the articl…
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…
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…
API to create an Incident in Service Desk
API Endpoint {account_url}/api/v2/public/incidents/ Method POST Response Data Incident Creation Create Incident * This endpoint is used to create incident(s) in Service desk. Parameters Parameter Required Description team Yes Team to which the incident should be assigned to status No Statu…
