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…
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: 1. An [Objective][1] - Choose the performance metric that…
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 to …
Category advanced settings explained.
# **You can access the Main Menu >> Manage >> Categories and edit the individual Category Properties. In this article we will explain the Advanced settings Feature available for Categories.** # ![][1] # # **Category signature** **If you wish to add a standard company signature across all the replies sent out apart…
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 Suppor…
Difference between General Outgoing Email and Category Outgoing Email Settings
If you've begun using HappyFox for a while now, you may have noticed settings for outgoing email in two different sections of your account. One can be found under Manage >> Account Settings Settings >> Email & Ticketing Settings and the other appears in a category's configuration under Manage >> Categories. ### Gene…
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. > SSO Lockout recovery feature is available on all pricing plans. **This guide contains the f…
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 What…
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 cli…