This article explains how to customize your content when you Add Reply, Edit Message, Add Reply With Canned Action, Add Private Note, and Forward Ticket actions in HappyFox Workflows, and how to choose the right one for your scenario.
Applicable Plans: Available on all plans.
Choosing the right action
| Scenario | Action to use |
|---|---|
| Reply to the requester, optionally updating other ticket fields at the same time | Add Reply |
| Correct or replace the text of a message that's already been posted | Edit Message |
| Reply using a predefined canned response, with the option to override specific fields | Add Reply With Canned Action |
| Add an internal note visible only to agents, with control over who gets alerted | Add Private Note |
| Forward the ticket by email to someone outside the normal reply flow | Forward Ticket |
Prerequisites
- To use Add Reply With Canned Action, the canned action must already exist in HappyFox Help Desk.
Replying to a ticket
- Add the Add Reply action to your workflow.
- Enter the Ticket ID of the ticket to reply to.
- Enter the reply text in Message. You can use merge fields to personalize it with ticket or contact details.
- Optionally update other ticket fields in the same step — Status, Priority, Due Date, Category, Assignee, Tags, or Time Spent.
- Optionally toggle Send Email to contact? to control whether the contact receives the reply by email.
- Optionally add Cc, Bcc, or Attachments.
- Click Save & Test.
Editing an existing message
- Add the Edit Message action to your workflow.
- Enter the Ticket ID containing the message.
- Choose the Message ID (from merge field) of the message to edit.
- Enter the new content in Message. This replaces the message's existing text entirely.
- Click Save & Test.
Replying with a canned action
- Add the Add Reply With Canned Action action to your workflow.
- Enter the Ticket ID of the ticket to reply to.
- Select the Canned Action to apply.
- Optionally override any of the canned action's defaults — Status, Category, Priority, Assignee, Due Date, Tags, Time Spent, Send Email to contact?, or Message.
- Optionally add Cc, Bcc, or Attachments.
- Click Save & Test.
Adding a private note
- Add the Add Private Note action to your workflow.
- Enter the Ticket ID of the ticket to add the note to.
- Enter the note text in Message.
- Choose who should be alerted in Alert To — all subscribers, all category agents, a custom set of agents, or nobody. This field is required.
- If you chose Custom in step 4, select the specific agents to alert in Alert Staff.
- Optionally update other ticket fields in the same step — Status, Priority, Category, Assignee, Due Date, Tags, or Time Spent.
- Optionally add Attachments.
- Click Save & Test.
Note: Alert Staff only appears — and only has an effect — when Alert To is set to Custom.
Forwarding a ticket
- Add the Forward Ticket action to your workflow.
- Enter the Ticket ID of the ticket to forward.
- Enter one or more recipient addresses in To. This field is required.
- Optionally add CC or BCC recipients.
- Enter the Subject for the forwarded email.
- Choose what to include in Information you want to forward — whether to include all messages, and whether private notes should also be included.
- Choose which attachments to send in Include Attachments.
- Choose how a reply to the forwarded email should be handled in Choose how to handle a reply to this forwarded ticket — as an internal note, a new ticket, or a contact reply on the same ticket.
- Enter the custom message body in Message.
- Click Save & Test.
Warning: If you include private notes in Information you want to forward, that internal-only content is sent to whoever you forward the ticket to — including external recipients. Confirm the ticket doesn't contain sensitive internal notes before forwarding it outside your organization.
Your workflow can now reply to, edit, annotate, or forward a ticket depending on what the scenario calls for. Next, see how to use merge fields and dynamic variables to personalize message content across any of these actions.
