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…
Add Bcc Recipients to Contact notification emails
HappyFox allows contacts and Bcc to receive agent responses without having to log into the HappyFox portal. > Available on all pricing plans. To enable this feature, visit the **Manage** **>** **Notifications** and select the **Ticket Reply** template in the Contacts Notifications section. Edit an existing template…
Make most out of HappyFox using App Suggestions đź’ˇ
App notifications provide useful suggestions time-to-time, for agents to make the most out of HappyFox. Suggestions may include : * A navigation inside HappyFox, suggesting the agent to complete an action. * A redirection to a Knowledge Base article, for further reading on that feature. > Available on all Prici…
How to setup an email channels?
## What are Email Channels? * Email Channels are one of the communication methods through which end-users can raise incidents. * They are configured such that whenever a mail is sent by a end-user to the email channel, an incident will be created automatically in service desk. * It is also the email address tha…
List of Account Level Management Permissions in Service Desk
## Account Settings Permissions **1. Manage Account Settings** This permission will allow the user to **make** changes to the Account Settings like **Company Name, Timezone, Language, Country code** and other **personalization settings** of the service desk account. ## Agents Permissions **1. Manage Agents in the…
May 26, 2014-Release notes
The following new features/enhancements have been deployed to all HappyFox accounts yesterday, * **Permalink for updates** - Each update on the ticket detail page now has a permalink option - Copy to clipboard option available on the left in the update box - New tag - {{update_url}} available in templates for…
List of Managerial Permissions for Team Roles
## Agents Permission(s) **1. Manage Agents in a Team** This permission will allow the user to **access the Agents within the Team(s) they are part of under Service Desk > Manage > Teams**. They will be able to do the following actions, * **Access** Agents tab within the Team(s) they are part of. * **Add** exis…
Configure JIRA app in HappyFox
HappyFox- JIRA integration helps you in creating tasks in JIRA from within HappyFox, having two-way sync of tickets updates and JIRA comments and also to view the issue specific fields and other custom fields from JIRA within HappyFox. Applicable Plans: ❌ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus > No…
Send Notifications to agents through @mentions
Agents can now @mention other agents in private notes so that they will be notified when mentioned. Only agents belonging to the ticket's category are available for mentioning. **Note**: @mentioning other agents only alerts them about the specific private note. Those agents will not be automatically added as subscrib…