August 2014 Release Notes
**New features** * OKTA integration * Insightly CRM integration * Contact group - Category association **Enhancements** * Support for inline images in Staff New Ticket Form * New Forum Post notification * Due Date template tag - now available for staff notifications (except move, merge notification) *…
February 2012 - Release notes
**Enhancements** * Quick Private note message posted text corrected * Better handling of URLs for selective managerial role permissions * Removed reset and cancel buttons in update custom fields section * More prominent "clear search" text on search action * Search on My Queue now loads search results under…
September 2013 - Release notes
**New Features** * Zendesk importer * OS ticket importer * Ticket List view (Coming soon!) * Tickets list view for Subscribed tickets only via advanced search * Tickets list view for Unresponded tickets only via advanced search * Webhooks - Available for ticket create and ticket update * Webhook as a Sm…
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 …
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?][1] ## Incident Statuses [How to configure and customize different statuses for the incidents, team wise][2] ## Incident Priority [Configuring priority for incidents][3] ## Incident Custom Fields [How to configure cu…
Service Request Management - Setup & Configurations
## Create Service Request Form Customization [How to configure and customize the create ][1][service requests][2] [form?][3] ## Service Request Statuses [How to configure and customize different statuses for the service requests, team wise][4] ## Service Request Priority [Configuring priority for ][5][service req…
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 incide…
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 an…
SMTP for emails sent from your HappyFox account
This article highlights steps for setting up SMTP on your HappyFox account. * For Channels based accounts, (Main Menu > Channels) read here [here][1]. For agent notifications, please ensure Main Menu > Channels > Fallback Settings > Default Outgoing Channel is set to one of the SMTP enabled accounts. * For Categ…