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…
Quick actions in Assist AI
Assist AI is an intelligent AI-powered self-service solution that helps employees independently resolve their IT and HR queries. One of the key features of Assist AI is Quick Actions , which enables agents to perform commonly used Helpdesk tasks from within Slack or Teams. In this article, we will discuss how quick …
Integrate HappyFox with 1000+ Apps using Webhooks & Zapier
By integrating HappyFox with Zapier using webhooks, you can integrate your help desk with thousands of popular SaaS applications in a matter of minutes. You can leverage HappyFox's powerful automation suite - Smart Rules to automate workflows across your business. Available Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterpr…
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: …
