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…
How to change account administrator?
The person who creates a HappyFox account is the account administrator of that account. When your organization’s Account Administrator leaves or changes roles, you may need another trusted user to take over the account admin role. To make this transition easy and prevent lockouts, we provide a role based permi…
Configuring Phone Number Settings in HappyFox Contact Center
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 customise its settings to align with your business needs. Ensure that the agent role has the Manage Voic…
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…
How AI Agents Work in HappyFox Help Desk
AI Agents work quietly in the background to automate and standardize actions in your help desk. They listen for specific ticket events, evaluate contextual conditions, and execute the right actions all while keeping every update visible in your activity logs. To start using AI Agents, head over to the Autopilot >…
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 …
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 Outbound …
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. Ensure that the agent role has the Manage Voice permission enabled. Additionally, the r…
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. Ensure that the agent role has the Manage Voice permission enabled. Addition…
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…
