Adding CC & BCC to Tickets
Just like email clients, you can copy additional recipients using CC & BCC while replying to a ticket. You can manually add these recipients or configure HappyFox to automatically include existing recipients. Watch a Feature Walkthrough 📽: Adding Cc and Bcc in New ticket Form: * Login to your HappyFox account. …
How to configure an outgoing SMTP for a Category?
Note: Instructions mentioned here are no longer applicable to any HappyFox help-desk account and this article is no longer monitored. For updated instructions please refer the updated article By default all outbound emails are sent via HappyFox mail-servers. You can use your own email server to send replies and othe…
Credentials of Account administrator
The account administrator is normally the one who signs up for the HappyFox instance. Apart from inviting other staff to the application you can find below more capabilities of the Admin within HappyFox application. 1. The first staff/agent (admin) profile is created with the details of the account administrator. 2…
How to initiate an On-Demand data sync for HappyFox Data Sources in HappyFox BI?
While  HappyFox BI automatically syncs your Help Desk, Chat and Chatbot data daily based on your account's timezone, you may sometimes need to update your BI reports immediately after important changes. The On-Demand Sync feature allows you to do this manually. There are two ways to initiate an On-Demand Sync:…
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…
Create and Manage Smart Rules
Smart Rules help automate a major chunk of the administrative duties of a support team. From Automating complex category workflows to ticket closures, Smart Rules can help save agents' time and allows them to focus more on providing quality customer support. Available on all subscription plans. Navigation: Go …
Perform Bulk Actions on Tickets
Bulk Editing allows users to change the ticket properties of multiple tickets at once. It also includes actions such as mass delete, reply, and print. Available on all subscription plans. Bulk Editing Permissions: There are two ticket-level permissions that restrict the agent's limit on the number of bulk edi…
Using Run History to Debug Workflow Issues
When your workflow encounters an issue or fails, you can use the Run History feature to troubleshoot and resolve the problem. Here’s how you can utilize this feature effectively: * Open your Workflows account. * Click on Menu -> Run History * You can filter the executions by workflow name, date, or specific fi…
Various actions within the Service Request Details Page
Below are the various actions that an agent can perform over a Service Request. Reply Once a Service Request is reported, agents can work on the Service Requests and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. Th…
Various actions within the Incidents Details Page
Add Subscribers * When there are other agents and stakeholders who need to be notified of the updates related to the incident, they can be added as subscribers * Click on the + button below the incident card and choose the agents who need to be subscribed to the incident. * These agents will receive notificatio…
