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…
Configuring Phone Number Settings
Phone numbers can be either purchased or ported with assistance from HappyFox Support team. To initiate the process, email us: [email protected] Once a phone number is added to your HappyFox account, you can customize its settings to align with your business needs. Ensure that the agent role has the Manage Voic…
API Reference: Tickets API Endpoints
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: * Make sure you have generated an API and …
Integrate your Dayforce Account with HappyFox Help Desk
Dayforce Contact Sync allows you to automatically sync your Dayforce employee data with HappyFox Help Desk. This ensures your help desk contact database is always up-to-date with your organization’s employee directory. Applicable Plans: ✔ Pro ✔ Enterprise Pro ✔ All Unlimited agents plan HappyFox’s Dayforce Conta…
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 Calls 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 Outbound…
Managing Your Business Greetings
Overview Your audio greetings are a critical part of your customer experience. This centralized repository allows you to manage all audio assets—from IVR prompts to Voicemails—in one place. By centralizing these files, you ensure brand consistency and simplify the process of updating messaging across your entire con…
Setting Up Call Routing - IVR
IVR-based routing lets you present callers with menu options (for example, “For Support, press 1. For Sales, press 2”) and route calls based on their input. This helps distribute calls efficiently and ensures callers reach the right team faster. Ensure the agent role has the Manage Voice permission enabled. The ro…
Setting Up Call Routing - Category
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. Ensure that the agent role has the Manage Voice permission enabled. Additionally, the r…
Understanding Barge In (Call Intervention)
Supervisors can not only listen to live calls but also barge in when necessary. Barge In allows a supervisor to actively join an ongoing call to assist the agent and customer in real time. This guide explains how Barge In works, what each participant experiences, and how it affects recordings. Note: To access thi…
Enable SCIM Provisioning for HappyFox via Okta Integration
SCIM (System for Cross-domain Identity Management) allows automated creation, updation, deactivation and reactivation of HappyFox agents based on assignments in Okta. Available Plans: Enterprise Pro and Ultimate Precondition: You must complete and enable the SAML-based Single Sign-On (SSO) setup for your Happy…
