Archiving values in dropdown and multi-select ticket custom fields
Agents can now archive a specific value in a dropdown or multiselect ticket custom fields. This is particularly useful when they want to retain the value in existing tickets while restricting its use in the future. The archived value can be unarchived at a later time if needed, making it available. Available Plans…
Incident Management - Setup & Configurations
Create Incident Form Customization How to configure and customize the create incident form? Incident Statuses How to configure and customize different statuses for the incidents, team wise Incident Priority Configuring priority for incidents Incident Custom Fields How to configure custom fields for incid…
Service Request Management - Setup & Configurations
Create Service Request Form Customization How to configure and customize the create service requests form? Service Request Statuses How to configure and customize different statuses for the service requests, team wise Service Request Priority Configuring priority for service requests Service Request C…
Replying to Incidents
Replying to Incidents Once an incident is reported, agents can work on the incidents and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. These replies can also be sent to the other stakeholders related to the incident…
Overview of Agents Module in Service Desk
Agents play a key role in a service desk, they are responsible for providing support and resolving tickets raised by the requesters. Efficiently managing agents is crucial for delivering exceptional support services in a organisation. Agents, who possess specific skills and expertise, work on Service Desk to handle a…
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…
Troubleshooting SASL-Based SMTP Authentication Failures in HappyFox (Applicable Only for Microsoft SMTP)
SMTP authentication failures prevent your HappyFox helpdesk from sending email notifications to your recipients. For Microsoft (MS) SMTP configurations, these failures commonly occur due to SASL authentication issues , typically caused by invalid, expired, or unapproved authentication parameters. Symptoms You may …
