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Showing articles from private note tag

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 the …

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 c…

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