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…
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…
Configuring Request Callback for Inbound Calls
The Request Callback feature is designed to reduce call abandonment and improve customer satisfaction by allowing callers to hang up while maintaining their position in the queue. The system automatically calls them back when they reach the front of the line. How It Works: The Agent-First Model The system ensures…
Understanding Whisper (Private Coaching)
The Whisper feature allows supervisors to privately coach agents while the agent is actively speaking with a Caller. Unlike Barge In, Whisper keeps the coaching completely hidden from the Caller, enabling real-time guidance without interrupting the customer experience. Whisper is ideal for training new agents, su…
Share Articles Across Different Brands
Share a single Knowledge Base article across brands using the Shared Sections option during article creation or while editing. This lets you maintain one source of truth while making the article appear in your other brand knowledgebases. Applicable Plans: ✔ Pro ✔ Enterprise Pro & ✔ All Unlimited agents plan …
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 Warm…
Configure WhatsApp integration with HappyFox via Twilio
WhatsApp is a cross-platform centralized messaging and voice-over-IP service. Convert messages sent to your company's WhatsApp channel as actionable tickets in your HappyFox help desk. Integration Summary: * Receive text messages inside HappyFox from your company's WhatsApp number. * Respond to Incoming WhatsAp…
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 …
