What's Changed in the New KB agent module?
This document illustrates the changes made to the KB management module in its first major revamp. The changes made to the module are enlisted page-wise for your perusal. Legend: 🔀 = Change in behavior from the previous edition of KB 🆕 = New feature introduced in the v2 of KB. ☑️ = Existing v1 Behaviour matched …
Knowledge Base Tags
Knowledge Base Tags helps you in grouping knowledge base articles based on specific condition. Create Tag * Navigate to “ Manage >> Tags ” under the module switcher. Note: Only agents with “ Manage Tags ” permission can view this option. * To add a new tag, navigate to “ Knowledge Base Tags ” tab and click on …
Create a Knowledge Base Article from an Agent Update
HappyFox allows you to save and document the agent's responses to your customers for future use. Available plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus To convert a private note/reply that was sent by the agent, from a HappyFox ticket into a Knowledge Base(KB) article, click on More > Create K…
Knowledge base permissions
Knowledge base permissions allow you to configure the visibility and actions on articles and KB sections. There are two permissions under Manage >> Roles & Permissions >> Managerial related to Knowledge Base: * Manage Knowledge Base Sections and Articles. * View KB sections & articles of unassociated categori…
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…
Use anchor tags to navigate to specific areas of your article
Anchoring headings/text help your readers easily navigate to specific areas inside your knowledge base article. Applicable plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise plus In this article: * Adding anchor tags to your article: * Hyperlinking anchor tags within the same article: * Sharing article U…
Search Knowledge Base for answers
The support issue you face might have got addressed already, and, in all probability, there could be one or more articles related to your issue in the Knowledge Base section. To locate relevant articles related to your support issues do the following: 1. Visit the Support Center's "Home page". 2. Enter the keywo…
Customize Knowledge Base Email Notifications
Knowledge Base(KB) notifications are email alerts that your agents receive when certain KB related events happen on your help desk. These notifications are sent to the email address linked to your agent's profile. Available on all subscription plans. What are the different Knowledge Base Notifications supported by Ha…
Using the HappyFox Support Center
Note: If you're using the v2.0 edition of HappyFox Support Center, click here to access the how-to documentation. The HappyFox Support Center comprises our Knowledge Base - where you may search for answers to your queries , Forum section - where you may engage your fellow users on the available posts, and …
