Insert Knowledge Base Articles in Ticket Replies
While adding an update to a ticket, agents can insert relevant knowledge base article links in the copy of the response. Agents can also " Quick Preview " the contents of the KB article, choose to copy-paste the contents of the article into the ticket response, without moving away from the ticket details page. Watc…
Utilize The Rich Text Editor for Ticket Responses
HappyFox provides you with a rich text editor to format your Ticket Responses / Canned Actions and present them in a better way. Enabling HappyFox's Rich Text Editor Mode: To enable the Rich Text Editor, * Login to your Agent account. * Go to Manage >> Account Settings. * Under Basic Settings, Check the "…
Call Notes for Voice Channel Tickets
When you get on a call your customer through external voice channels, you would want to add a quick summary on a help desk ticket for reference. With HappyFox, you can mark ticket replies and private notes as Call Notes to clearly distinguish them from regular ticket responses. Call notes are reportable and you ca…
