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 …
Create and Manage SLA
HappyFox lets you create and manage Service Level Agreements (SLA) as part of your support services to help you reach your performance goals. HappyFox's robust SLA Management module enables you to define SLAs largely based on four key pieces of information: * An Objective - Choose the performance metric that y…
Email Signatures in HappyFox
HappyFox allows you to have Signatures specific to Categories and Agents. Applicable Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus As an agent, you might want to personalize your email signature that goes out to customers while adding an update on a ticket. Besides, you can set up signatures exclu…
Create ticket via Support Center
Creating a support ticket via Support Center allows customers to keep track of the status of the ticket and also to manage the history of tickets raised by customers or their colleagues in one place. The customer can raise a ticket via support portal * without login * after login Create a ticket via Support Cente…
Configure GitHub Integration with HappyFox
GitHub brings together the world's largest community of developers to discover, share, and build better software. It provides access control and several collaboration features such as bug tracking, feature requests, task management, and wikis for every project. GitHub integration with HappyFox allows your agents …
Threading Without Ticket ID in the Subject Line
Introduction: This feature facilitates threading of tickets and its updates without the need of having ticket ID in the subject line. Current behaviour requires ticket ID to be present in the subject line. Note : This is applicable in all the pricing plans. The threading of the tickets can now be achieved in two w…
Integrating Assist AI with HappyFox Helpdesk
Assist AI is a conversational AI and ticketing tool that can reside within Slack and MS Teams. Integrating Assist AI with a ticketing system allows users to directly raise tickets from Slack/ Teams for queries that are not answered by Assist AI. This article explains the steps to integrate Assist AI with the HappyFox…
Category advanced settings explained.
In this article we will explain the Advanced settings Feature available for Categories. You can access this from Main Menu >> Manage >> Categories and edit the individual categories. Category signature If you wish to add a standard company signature across all the replies sent out apart from the agent signature…
