Replying to Tickets

As a help desk staff you can respond to a ticket raised by your customer in 3 different ways.

1. Quick Reply

Many a times, the ticket response to the customer may just require a single line answer, especially when you are on top of tickets assigned to you and you do not need to look at customer information and the rest of the conversation. In such cases, the quick reply option on every ticket allows you to add a quick response to be sent right from the Ticket List page.

Simply navigate to the ticket that need's to be responded to and hit the Quick Reply button:

A reply window will slide out just below the ticket, allowing you to type in your reply.

Once you're done, click on Send Reply to update the ticket and send the reply to the customer.

2. Add Update

For a more detailed response, possibly including attachments and update other ticket related information, help desk staff can make use of the Add Update reply option in ticket details page.

Click on a ticket's subject to navigate to the Ticket Detail Page, scroll down and click on "Add Update". This will bring up a detailed response section:

When adding an update to the ticket, help desk staff can choose to :

  • Update the customer (often, an update on the ticket may be required, but an actual response to the customer may not be necessary)

  • Apply a Canned Action

  • Insert a Knowledge Base Link

  • Perform additional actions on the ticket (such as updating the status, or adding a time spent component)

3. Reply via email

Help desk staff can reply to customers, by merely responding to the staff notifications they receive via email. (This option requires that their Role has the privilege to reply via email). 

A notification is sent from HappyFox to the staff member's email ID, whenever a customer submits a new ticket or adds a response on an existing ticket. Rather than accessing the staff interface and sending a response via the HappyFox app, help desk staff can simply reply to these notifications.

The response is sent to the customer and appended to the ticket within HappyFox, ensuring that email communication is tracked. In addition, certain ticket-level actions can be performed by adding a set of tags in the first line of the response.

The format is : @@set [action]@@

where [action] could be a combination of status, priority and/or assignee

1. To change a ticket's status, the tag is @@set status:[option]@@, where [option] is the label of the status you wish to change the ticket's current state to.

2. To change a ticket's priority, the tag is @@set priority:[option]@@, where [option] is the label of the priority you wish to change the ticket's current priority to.

3. To change a ticket's assignee, the tag is @@set assignee:[option]@@, where [option] is the username of the staff member you wish to assign the ticket to.

A typical action tag could be made up of:

@@set status:solved, priority:high, assignee:john@@

HappyFox will automatically strip the first line, thereby removing the action tags and ensuring that the customer receives only the message body.

Help desk staff can reply either via their PC/Laptop mail clients:

or, if staff are out on the field and away from the computers, they can easily reply via their mobile devices: