May 26, 2014-Release notes
The following new features/enhancements have been deployed to all HappyFox accounts yesterday, * Permalink for updates - Each update on the ticket detail page now has a permalink option - Copy to clipboard option available on the left in the update box - New tag - {{update_url}} available in templates for the fol…
Incoming Call Flow
1. Business Hours Check When a caller dials in, the system first checks if the call is within the business hours configured for the number. * If within business hours : The caller is moved to the queue to wait for their turn. * If outside business hours : If voicemail is enabled , the caller is directed t…
Configure JIRA app in HappyFox
HappyFox- JIRA integration helps you in creating tasks in JIRA from within HappyFox, having two-way sync of tickets updates and JIRA comments and also to view the issue specific fields and other custom fields from JIRA within HappyFox. Applicable Plans: ❌ Basic ✔️ Team ✔️ Pro ✔️ Enterprise Pro Note: If your JIRA a…
List of Managerial Permissions for Team Roles
Agents Permission(s) 1. Manage Agents in a Team This permission will allow the user to access the Agents within the Team(s) they are part of under Service Desk > Manage > Teams . They will be able to do the following actions, * Access Agents tab within the Team(s) they are part of. * Add existing agents to th…
Send Notifications to agents through @mentions
Agents can now @mention other agents in private notes so that they will be notified when mentioned. Only agents belonging to the ticket's category are available for mentioning. Note : @mentioning other agents only alerts them about the specific private note. Those agents will not be automatically added as subscrib…
Restrict Article Visibility to Contact Groups
Using HappyFox's Contact Group visibility mode for Articles, organizations can restrict article visibility to specific groups of customers (Contact Groups). All the members of the associated contact group will be able to access these articles. Organizations might want to do this for specific reasons: * Show solutio…
Identify SLA Breaches
Service Level Agreements breaches in your help desk system must be identified and solved quickly to ensure consistent performance of your help desk team. Learn how to create and manage SLAs here . Available in All Pricing Plans SLA breach information in Ticket List Page: Lookout for "Red Alert/Exclamation" SLA in…
Enable integration with SurveyGizmo
SurveyGizmo and HappyFox integration allows you to collect the customer feedback once a support issue is resolved or at any different time during the ticket’s lifecycle within HappyFox. To enable SurveyGizmo integration do the following: SurveyGizmo Settings: Sign up for a SurveyGizmo account by choosing a pla…
Auto add BCC to outgoing emails
Have you ever wondered how to notify a non-HappyFox user automatically on your outgoing emails? Or do you wish to archive outgoing emails from HappyFox at your end? HappyFox has a way to auto BCC one or more email addresses for the following email notifications. * New Ticket Auto-responder notification * Ticket R…
Permalinks for Ticket Updates
Each update on a ticket has permalink associated with it. Clicking a permalink allows you to land directly on a ticket update . Applicable to all pricing plans Copy Permalinks directly from a Ticket Update: You have a 'click to copy' option available in the top right of the update box, which will copy the link to…
