Auto-populating CC recipients while adding an update
Adding Cc recipients to an agent update can be automated by having them populate based on a setting in each Category's configuration under **Manage >> Categories >> Edit >> Edit Advanced Settings >> Ticket Reply Settings >> Cc recipients while adding an update.** ![][1] ![][2] The first four settings can be split i…
How to send the new ticket auto responder to other CC recipients on the ticket?
When the contact submits a ticket via email or form and has added other people in the CC, by default the system only sends new ticket creation notification to the original creator of the ticket. HappyFox allows you to notify the other recipients of the ticket with the same notification too. **To enable cc/bcc option …
Channel Configuration: Enabling Assist AI to respond to queries and create tickets in public and private Slack channels
Using the new channel configuration, Assist AI can be leveraged to respond to employee queries posted directly on Slack Public and Private Channels. Admins can configure how Assist AI should work within their slack public and private channels. Assist AI can, * Respond to the queries posted in the channels by insta…
Configure Slack Integration with HappyFox
Slack is a centralized instant messaging and collaboration platform that lets you unify all your organization’s notifications - from sales to product development, into one single searchable hub where you can deliberate and work with your team. The HappyFox-Slack integration lets you to automatically push select ticke…
Task Management: Create & Manage tasks within tickets
HappyFox now has a way to create a list of tasks under each ticket. Be it on- boarding a new hire or a new service request or initiating an RMA process; create tasks and assign it to different agents who will be carrying them out. HappyFox will restrict you from closing the ticket until all the tasks are marked as co…
Setting up Microsoft Teams Integration with HappyFox
Microsoft Teams is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage, and application integrations. The HappyFox-Teams integration lets you to automatically push select ticketing events from HappyFox Help Desk (new ticket creation, ticket assignme…
My Settings
HappyFox helpdesk agents can manage and configure their basic account settings via 'My Settings' section inside their account. Access "My Settings" from the profile dropdown on the topmost right: ![][1] The following are the various pieces of agent-specific information that can be modified inside "My Settings": 1.…
How to add an agent reply without notifying the customer
HappyFox allows adding an update to a ticket, without sending the update in an email notification to the customer. In other words, the Reply Notification template will be disabled just for the update that you choose to. This is useful when you want to * Close Tickets just by adding an Internal Note * To get rid o…
Move tickets between Categories
HappyFox converts emails coming into a given mailbox as tickets belonging to a category. You can also move tickets from one category into another. **Watch a Feature Walkthrough 📽:** **Steps to change a ticket's category:** * First, log in to your HappyFox account and navigate to your tickets page. * For the tic…
HappyFox Basic Setup Guide
Congratulations on taking your first step towards the enhancement and strengthening of your company's customer service operation. This guide aims to cover certain basic modules of HappyFox in a sequential manner to help a new user perform the setup required to start using a HappyFox account. * #### General Setting…