Reactivate an Agent
Once you reactivate, the agent becomes an active agent and can start using the existing profile credentials to login. Steps to reactivate an agent * From module switcher choose Manage >> Agents >> Deactivated(tab). * Click on the “ Re-Activate ” option for the desired agent. * This will re activate the agent…
View/Re invite Pending Agents
Pending Agents include members who’ve been invited but are yet to activate their accounts. These agents can be reinvited or deleted from here. To view the list of pending agents, navigate to “ Manage >> Agents ” and click on “ Pending ” tab. The pending tab includes the below sections. * Pending Agents : Displ…
Set auto assignment throttle limit for agents
Throttle limit is applicable only to agents who are associated to categories which has “ Auto assignment with load balance ” set. Note: Only agents with “ Manage Agents ” permission can edit other agents details. Also agent cannot edit oneself or the account admin’s details. * From module switcher, click on Manag…
Change other agent's password
Any agent with “ Manage agents ” permission can change other agents’ password. To change the password * Navigate to Manage >> Agents >> Active (tab) * Click on the desired agent to access the details page. * Click on the “ Change password ” option to initiate the password change. * You will be prompted to re …
Deactivate agent
What does deactivating an agent mean? When deactivated, * An agent can no longer access the HappyFox agent portal. * The agent will no longer be considered for ticket assignments. * If the agent was part of any filter or\ queue conditions, it will no longer include the agent. Who can deactivate an agent? * A…
Set agent availability for ticket assignment
If you have set up an auto assignment(either round robin based on active agent or round robin based on active agents with load balance), then you would want to make sure that the agent’s availability is set right. Agent availability is applicable only for agents who are associated to the category which has “Auto ass…
Add multiple agents
While you are setting up your HappyFox account, you would mostly want to add multiple agents in one go rather than each agent individually. This article covers different ways by which you can add multiple agents. Note: Only agents with “ Manage agents ” permission can view/add agents to the helpdesk. To add multipl…
Analyze Agent Performance
Monitor metrics that define your helpdesk performance (Average Time Spent, Average Response Time etc.) using "Agent Performance View" inside HappyFox Reports. This Article pertains to " HappyFox Classic Reports ". Available in all pricing plans Where to View the "Agent Performance View"? 1. Login to your HappyF…
Can we delete an agent account in HappyFox?
It is NOT possible to delete a staff account in HappyFox. As an alternative, you can deactivate a particular agents. What does deactivating an agent mean? When deactivated, * An agent can no longer access the HappyFox agent portal. * The agent will no longer be considered for ticket assignments. * If the…
Edit Agent Details
How to configure agent details for other agents? From the Agent details page, you can configure the following details for other agents: * Name * Username * Email * Role * Category Association * Ticket Assignment Throttle limit (if auto assignment is configured) Note : Only agents with “ Manage Agents ” permis…
