Create and Manage SLA
HappyFox lets you create and manage Service Level Agreements (SLA) as part of your support services to help you reach your performance goals. HappyFox's robust SLA Management module enables you to define SLAs largely based on four key pieces of information: * An Objective - Choose the performance metric that y…
Email Signatures in HappyFox
HappyFox allows you to have Signatures specific to Categories and Agents. Applicable Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus As an agent, you might want to personalize your email signature that goes out to customers while adding an update on a ticket. Besides, you can set up signatures exclu…
Create ticket via Support Center
Creating a support ticket via Support Center allows customers to keep track of the status of the ticket and also to manage the history of tickets raised by customers or their colleagues in one place. The customer can raise a ticket via support portal * without login * after login Create a ticket via Support Cente…
Configure GitHub Integration with HappyFox
GitHub brings together the world's largest community of developers to discover, share, and build better software. It provides access control and several collaboration features such as bug tracking, feature requests, task management, and wikis for every project. GitHub integration with HappyFox allows your agents …
Managing Published Articles with the 'Save as Draft' Feature
The Save as Draft feature enables users to save edited versions of published Knowledge Base articles as drafts without immediately publishing them. This feature is useful for: * Preparing updates for future changes without making them public immediately. * Creating seasonal content updates in advance. * Holding a…
Threading Without Ticket ID in the Subject Line
Introduction: This feature facilitates threading of tickets and its updates without the need of having ticket ID in the subject line. Current behaviour requires ticket ID to be present in the subject line. Note : This is applicable in all the pricing plans. The threading of the tickets can now be achieved in two w…
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…
