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 …
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…
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 >…
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…
How to archive emails in HappyFox?
HappyFox lets you archive emails by providing an option to the bcc email address(es) to the outgoing emails. To achieve this, * Go to Manage >> Channels >> Email Archival(tab) * You can add multiple email addresses to the Bcc list. Kindly note only the main Account Administrator can modify these settings…
Account Lockout on multiple invalid login attempts
As part of our initiative to make HappyFox more secure, we have introduced new features that aim at preventing unauthorized access to the application. The following features are now available for all HappyFox users (contact & agent) * Account lockout due to multiple invalid login attempts * Captcha verification d…
Cc Alert for Email Channels in Ongoing Ticket Conversations
In HappyFox Helpdesk, contacts can include additional recipients in the Cc field when replying to a ticket. These recipients may be individual email addresses or other email channels configured within your Helpdesk. Behavior When an Email Channel is Added in Cc: When a contact includes an email channel (e.g., hr@yo…
Advanced Queue Based Assignment
The Advanced Queue-based assignment feature in HappyFox Help Desk allows agents to efficiently manage and distribute tickets based on specific conditions. This feature supports both Manual Assignment and Scheduled Assignment, ensuring flexibility in ticket distribution. How to Set Up a Queue: * Click on the + icon…
Subscribe and Unsubscribe to an Incident in Service Desk
Agents can subscribe to incidents to stay updated on changes and discussions. Additionally, with the latest enhancement, agents can now unsubscribe other agents from an incident. Subscribe to an Incident: Agents can subscribe to an incident using the following methods: * From the Incident Listing or Detail Page …
Creating and Using Ticket Templates
Ticket Templates in HappyFox can greatly ease the process of creating tickets for agents. This feature will be really useful for customer requests that are frequent and similar. Using templates created for specific kind of customer requests, agents can quickly create tickets, thereby saving considerable time. Availab…
