API to add reply to an Incident
API Endpoint {account_url}/api/v2/public/incidents/{id}/reply/ Method PATCH Response Data Reply added to an Incident * This endpoint is used to add a reply to an incident. Sample Request { "message": "sample message", } Sample Response Success Response: Status code 200 { "id": 176, "time_spen…
API to add private note to Incidents in Service Desk
API Endpoint {account_url}/api/v2/public/incidents/{id}/private-note/ Method PATCH Response Data Private note added to an Incident * This endpoint is used to add a private note to an incident. Sample Request { "note": "sample message", "alert_to": "all_subscribers" } Sample Response Success Res…
How to configure Service Level Agreements (SLA) in Service Desk?
SLAs - Service Level Agreements, serve as guidelines for support teams to ensure that they meet specific targets and provide satisfactory customer support. Service Level Agreements (SLAs) are essential and crucial in support services to ensure SLA goals are met by the support teams. SLAs typically include metrics, g…
Making use of Content Security Policy - A Working Example
This article gives you a working example of Content Security Policy (CSP) in HappyFox. If you are new to CSP in HappyFox, you can click here to go through the introductory article . Let’s say an admin tries to embed external videos using iframes in the Signature section. HappyFox CSP would detect that an iframe o…
GitLab Integration
From project planning and source code management to CI/CD and monitoring, GitLab is a complete DevOps platform, delivered as a single application. HappyFox integration with GitLab enables support teams to collaborate seamlessly with engineering teams in their organization. Applicable HappyFox Plans: * Enterprise…
Adding Ticket Reply
HappyFox lets you format your reply, bullet your instructions, insert solution articles, insert canned responses, attach files, bold/italicise important phrases and send your rich text replies to customers in 3 different ways. Watch a Feature Walkthrough 📽: 1. Quick Reply from Preview Pane. Many a times, the tic…
Glossary
* Tickets - Any request that comes into HappyFox is converted into a ticket and stored for further action. * Contact - The party that is the creator of the request or ticket * Agent - The party that responds to tickets created by contacts * Status - The nature of a ticket in its lifetime * Priority - The im…
Enable integration with SurveyMonkey
HappyFox and SurveyMonkey integration allows you to improve the quality of customer service through feedback collected from customers via satisfaction surveys. The integration allows you to gather detailed survey feedback with pre-designed questionnaire. To enable SurveyMonkey integration do the following: Survey…
March 2017 - Release notes
New Features: 1. Real-time proactive agent collision detection for Enterprise plan. 2. HappyFox integration with Stripe 3. Send staff email notifications when Knowledge base articles are created and updated . Enhancements: 1. Satisfaction survey will now trigger survey while moving the ticket to closed st…
August 2014 Release Notes
New features * OKTA integration * Insightly CRM integration * Contact group - Category association Enhancements * Support for inline images in Staff New Ticket Form * New Forum Post notification * Due Date template tag - now available for staff notifications (except move, merge notification) * KB UI enhancem…
