Audit Logs
HappyFox audit log lets you track the actions/changes made across the app. Having detailed audit logs helps companies monitor data and keep track of potential security breaches or internal misuse of information. * Types of audit Logs * How to access audit logs * How to export audit logs HappyFox provides two …
Multi-lingual Statuses
HappyFox offers the ability to have the same statuses translated into different languages. Existing status names and their description can be translated into one/many of the currently supported agent portal languages. These translated statuses would be visible elsewhere in the agent portal as well as in the contact …
Edit Ticket Update
Using the edit option, the following ticket updates can be edited from within the ticket details page: * Contact message * Private note * Update sent to the contact. Steps to edit a Ticket Update : * Navigate to the desired ticket details page. * Click on more button and hit Edit to make the necessary am…
How to create a parent-child category?
Though you have only one support email ID from which you receive all the support queries, you might want to dissect these support queries further according to the nature of the query or by the internal team hierarchy. Let's assume you have a category called Support to which all your queries come in, you might want to…
Enable integration with Hively - Customer Satisfaction Survey App
Who can enable this integration? Admin can create a Hively account and add team members to Hively. Any support staff with access to HappyFox can set the survey enabled on their email replies. Description: Hively integration with HappyFox offers a way to gather real-time feedback from customers on staff repli…
Subscribing to updates on a ticket
If you would like to keep an eye on the progress of an important ticket, even though it is assigned to another agent, you can subscribe to it. Once you subscribe to it, you will get notifications of all upcoming updates on that ticket. Watch a Feature Walkthrough 📽: Adding yourself as a Subscriber on a ticket: …
Creating a private ticket - visible only to Agents
HappyFox lets you create Private ticket where the ticket will not be visible to the contacts and can be accessed by the agents only. Available plans: ✔️Mighty ✔️Fantastic ✔️Enterprise ✔️Enterprise Plus With the option of Private ticket enabled during ticket creation, * The customer will NOT be able to view the t…
Release notes June '18
Bug Fixes: 1. Fixed: Piechart in report wasn't ordering data by highest count. 2. Fixed: UI issue on ticket details page 'Update Contact' link when contact did not have an email address. 3. Fixed: Bulk selection of Push notifications preferences under My settings was failing. 4. Other minor bug fixes and text cha…
Release notes March '18
New Features: * Auto BCC an email address to always receive a copy of notifications sent from HappyFox. Read article * Agents will be logged out if there's no activity recorded for 24 hours. Read article * Minimum password requirements have been introduced to set stronger passwords. Read article Bug Fixes: …
July 2017 - Release notes
Enhancement: 1. New setting introduced to optionally display Assignee, Due date and time spent in customer panel. Bug Fixes: 1. Fixed - Webhooks were sending outdated completed status in a specific scenario. 2. Fixed - "all_participant_clients" tag in smart rule send email did not include ticket client, there…
