Inbound Calls through RingCentral
INTRODUCTION HappyFox allows your staff to handle inbound calls through Ringcentral from within the HappyFox app. This article takes you through the entire lifecycle of an incoming call, starting from call arrival upto ticket creation. Call recordings from RingCentral can be added as a new ticket or appended to an …
November 2017 - Release notes
Issues: 1. Fixed: On clicking reply button under an update card in ticket details, the page was scrolling up instead of scrolling down.2. Fixed: Custom fields were not populated in move notification emails.3. Fixed: Messages were not being received from FB into HappyFox.4. Improved stability:- Fixed: Error while addi…
Sep '17 & Oct '17 - Release notes
New Features: 1. Enhancement to SLA: A new option introduced to start timer only when Objective + SLA conditions are met on the ticket, as opposed to starting the timer when just Objectives are met. Read here to know more. 2. A new auto assignment option introduced called the Round robin assignment based on Acti…
March 2014 - release notes
New features 1. Remote Desktop Integration using LogMeIn Rescue 2. Facebook Integration 3. Invoices on HappyFox Enhancements 1. Applied canned action (in ticket update) can be retained in the drop down 2. Autocomplete email address 3. Font Name option in Forum's Rich Text Editor 4. Staff New Ticket Form - L…
Tickets endpoint
All HappyFox help-desk instances are shipped with a RESTful web service API that enables various operations, including ticket creation, ticket update submission, ticket and user listing. This API supports payload formats such as JSON and multipart/form-data. Requirements: * Making HTTP requests (using GET and …
Setting Up IVR-Based Call Routing
IVR-based routing allows you to present callers with menu options (e.g., "For Support, Press 1, For Sales, Press 2") and route calls based on their input. This improves call distribution and ensures callers reach the right team quickly. Prerequisite Ensure your role has the "Manage Voice" permission enabled. Ste…
Setting Up Category-Based Call Routing
Category-based call routing allows you to direct incoming calls to specific agents based on their category association. This ensures calls are handled by the most relevant team members, improving efficiency and resolution time. Prerequisite Make sure your role has the "Manage Voice" permission enabled. Steps to …
Configuring Phone Number Settings in HappyFox Contact Center
Once a phone number is added to your HappyFox account, you can customize its settings to align with your business needs. Step 1: Add a Phone Number Phone numbers can be either purchased or ported with assistance from HappyFox Support team. To initiate the process, email us: [email protected] Step 2: Ensure Re…
Making an Outgoing Call
To make an outbound call from HappyFox Contact Center, follow the steps and guidelines below: Prerequisites * Ensure your agent role has the "Make Outgoing Call" permission enabled. * You must be part of the number configuration you wish to use for making outgoing calls. How to Make a Call * Click the Outb…
Track Time Spent on Tickets in Seconds in HappyFox Helpdesk
We’re excited to introduce a new feature designed to enhance agent productivity tracking and improve operational efficiency in our HappyFox Help Desk. You can now track the time agents spend on a ticket in seconds, providing more detailed and accurate reporting of agent activity. Enhanced Time Tracking Granular Tim…
