Configure Slack Integration with HappyFox
Slack is a centralized instant messaging and collaboration platform that lets you unify all your organization’s notifications - from sales to product development, into one single searchable hub where you can deliberate and work with your team. The HappyFox-Slack integration lets you to automatically push select ti…
My Settings
HappyFox helpdesk agents can manage and configure their basic account settings via 'My Settings' section inside their account. Access "My Settings" from the profile dropdown on the topmost right: The following are the various pieces of agent-specific information that can be modified inside "My Settings": 1…
How to add an agent reply without notifying the customer
HappyFox allows adding an update to a ticket, without sending the update in an email notification to the customer. In other words, the Reply Notification template will be disabled just for the update that you choose to. This is useful when you want to * Close Tickets just by adding an Internal Note * To get rid of…
Move tickets between Categories
HappyFox converts emails coming into a given mailbox as tickets belonging to a category. You can also move tickets from one category into another. Watch a Feature Walkthrough 📽: Steps to change a ticket's category: * First, log in to your HappyFox account and navigate to your tickets page. * For the ticket you…
HappyFox Basic Setup Guide
Congratulations on taking your first step towards the enhancement and strengthening of your company's customer service operation. This guide aims to cover certain basic modules of HappyFox in a sequential manner to help a new user perform the setup required to start using a HappyFox account. * General Settings '…
Add Bcc Recipients to Contact notification emails
HappyFox allows contacts and Bcc to receive agent responses without having to log into the HappyFox portal. Available on all pricing plans. To enable this feature, visit the Manage > Notifications and select the Ticket Reply template in the Contacts Notifications section. Edit an existing template or creat…
Make most out of HappyFox using App Suggestions 💡
App notifications provide useful suggestions time-to-time, for agents to make the most out of HappyFox. Suggestions may include : * A navigation inside HappyFox, suggesting the agent to complete an action. * A redirection to a Knowledge Base article, for further reading on that feature. Available on all Pricing Pl…
Picking an Incoming Call
When you're part of routing for a given number and marked available, you’ll receive incoming call notifications right in your workspace. What Happens When a Call Comes In * A call notification pop-up will appear. * You will also see which number the call came in on. This will help agents who are part of multiple …
Introduction to Routing Strategies
A Routing Strategy defines the logic used to distribute incoming calls to your team. It determines which agents are notified and in what order, allowing admins to balance customer wait times with agent workload. When configuring a phone number, you must select the strategy that best aligns with your contact center…
How to setup an email channels in ServiceDesk?
What are Email Channels? * Email Channels are one of the communication methods through which end-users can raise incidents. * They are configured such that whenever a mail is sent by a end-user to the email channel, an incident will be created automatically in service desk. * It is also the email address that is …
