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 for all pricing plans This guide contains the following sections: * Accessing the…
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…
Archiving values in dropdown and multi-select ticket custom fields
Agents can now archive a specific value in a dropdown or multiselect ticket custom fields. This is particularly useful when they want to retain the value in existing tickets while restricting its use in the future. The archived value can be unarchived at a later time if needed, making it available. Available Plans…
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…
