February 2012 - Release notes
Enhancements * Quick Private note message posted text corrected * Better handling of URLs for selective managerial role permissions * Removed reset and cancel buttons in update custom fields section * More prominent "clear search" text on search action * Search on My Queue now loads search results under All f…
September 2013 - Release notes
New Features * Zendesk importer * OS ticket importer * Ticket List view (Coming soon!) * Tickets list view for Subscribed tickets only via advanced search * Tickets list view for Unresponded tickets only via advanced search * Webhooks - Available for ticket create and ticket update * Webhook as a Smart rule…
How to Perform a Warm Call Transfer
Warm call transfers help you hand off a live call to another agent — after you’ve spoken to them privately — so the customer has a smooth and well-informed experience. This guide explains how warm transfers work, what you and the other agent will see, and what happens during and after the transfer. What Is a Wa…
About agent panel
* The agent panel is where your agents can log in to your helpdesk using their agent account. [your domain name].happyfox.com/staff takes you to the staff login page. * Once an agent logs in to their HappyFox account, they will be taken to the dashboard, by default. * The agent can create a new ticket by clickin…
Accessing your HappyFox account when your SSO service is down
If your single sign-on (SSO) service goes down or you have configured the SSO incorrectly, you can still access your account. The method depends on whether or not you disabled standard login when setting up SSO in HappyFox. Applicable to all pricing plans This guide contains the following sections: * Accessing the …
Zoom Meeting Integration with HappyFox Help Desk
The Zoom integration in HappyFox Help Desk enables agents to schedule, manage, and summarize Zoom meetings directly from within support tickets. This streamlines customer conversations and provides better context for ticket resolution without switching between tools. Key Features * Generate Zoom meeting links insi…
Managing Published Articles with the 'Save as Draft' Feature
The Save as Draft feature enables users to save edited versions of published Knowledge Base articles as drafts without immediately publishing them. This feature is useful for: * Preparing updates for future changes without making them public immediately. * Creating seasonal content updates in advance. * Holding a…
Mobile App for Helpdesk
We offer Mobile Application for registered Agents in the HappyFox Account. They can login to manage Tickets and receive Push alert notifications for Tickets. They can performs actions such Reply to Tickets, Add Private notes and also Change Ticket Properties such as Status, Priorities and Custom Fields. Once yo…
Share Tickets with Agents Outside the Ticket’s Category
The External Subscriber feature allows agents who are not associated with a ticket’s category to stay informed and contribute to ticket progress. Adding an External Subscriber: To add an agent as an external subscriber: * Open the ticket you want to share. * Click Add Subscribers at the top right of the ticket d…
Split Ticket in Service Desk
The Split Ticket feature allows agents to create a new incident from an existing one when multiple unrelated issues are reported in a single request. By splitting incidents, teams can assign each issue to the appropriate group, ensuring better focus, faster resolution, and improved tracking. Prerequisites: * Only …
