The Agent Panel is where agents log in to your help desk using their agent credentials. Navigate to [your-domain-name].happyfox.com/staff to access the staff login page.
As a security measure, OTP-based email login is enforced. Agents must enter a one-time password (OTP) sent to their registered email address to complete the login process.
After signing in to their HappyFox account, agents are directed to the Dashboard by default.
Agents can create a new ticket by clicking New Ticket in the page header.
Selecting My Settings opens the account settings page, where agents can update their basic profile information, configure localization settings (such as time zone), change the email address or password associated with their account, and manage ticket queue and notification preferences.
The Email Channel in HappyFox automatically converts incoming emails sent to support addresses into trackable help desk tickets and threads replies to keep conversations organized in a single place.
The Tickets module displays all tickets available in the help desk. Agents can customize the ticket view based on their preferred statuses and other viewing preferences.
The Manage module provides access to a variety of configuration options, including Account Settings, Categories, Agents, Notifications, Custom Fields and Tags etc. The available options depend on the permissions assigned to the agent's staff role.
The Automate module is built to automatically manage repetitive support tasks, reducing the need for manual effort from agents. It includes features such as canned actions, auto-assignment, SLAs, SmartRules, and templates for both tasks and tickets.
The Contacts module allows agents to view, add, and edit contacts in the help desk system.
The Reports module provides access to all available reports, where agents can view existing reports, modify them, or create new ones.
Agents can also access the HappyFox Knowledge Base, which is particularly useful when responding to customer tickets.
