Adding private notes for agent replies via email
HappyFox help desk administrators can now define how incoming messages are added to a ticket when an agent replies to an email. The administrator can choose whether to set it to an email reply or a private note. This feature is being introduced to address scenarios in which agents with the permission to reply to t…
Internal Collaboration via Private Notes
Internal support staff can exchange information on a ticket with other staff members using private notes. Any information added as a private note is appended to a ticket but not made visible to the customer, ensuring that these conversations remain private at all times. Watch a Feature Walkthrough 📽: A private …
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…
