Incident Management - Setup & Configurations
Create Incident Form Customization How to configure and customize the create incident form? Incident Statuses How to configure and customize different statuses for the incidents, team wise Incident Priority Configuring priority for incidents Incident Custom Fields How to configure custom fields for incid…
Service Request Management - Setup & Configurations
Create Service Request Form Customization How to configure and customize the create service requests form? Service Request Statuses How to configure and customize different statuses for the service requests, team wise Service Request Priority Configuring priority for service requests Service Request C…
Replying to Incidents
Replying to Incidents Once an incident is reported, agents can work on the incidents and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. These replies can also be sent to the other stakeholders related to the incident…
Overview of Agents Module in Service Desk
Agents play a key role in a service desk, they are responsible for providing support and resolving tickets raised by the requesters. Efficiently managing agents is crucial for delivering exceptional support services in a organisation. Agents, who possess specific skills and expertise, work on Service Desk to handle a…
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…
Inbound Calls through RingCentral
INTRODUCTION HappyFox allows your staff to handle inbound calls through Ringcentral from within the HappyFox app. This article takes you through the entire lifecycle of an incoming call, starting from call arrival upto ticket creation. Call recordings from RingCentral can be added as a new ticket or appended to an …
November 2017 - Release notes
Issues: 1. Fixed: On clicking reply button under an update card in ticket details, the page was scrolling up instead of scrolling down.2. Fixed: Custom fields were not populated in move notification emails.3. Fixed: Messages were not being received from FB into HappyFox.4. Improved stability:- Fixed: Error while addi…
Sep '17 & Oct '17 - Release notes
New Features: 1. Enhancement to SLA: A new option introduced to start timer only when Objective + SLA conditions are met on the ticket, as opposed to starting the timer when just Objectives are met. Read here to know more. 2. A new auto assignment option introduced called the Round robin assignment based on Acti…
March 2014 - release notes
New features 1. Remote Desktop Integration using LogMeIn Rescue 2. Facebook Integration 3. Invoices on HappyFox Enhancements 1. Applied canned action (in ticket update) can be retained in the drop down 2. Autocomplete email address 3. Font Name option in Forum's Rich Text Editor 4. Staff New Ticket Form - L…
