Changing Ticket Subject through Email Replies
Agents and Contacts can change the ticket's subject through the replies they compose from their mail system. The changes made to the ticket subject are reflected in HappyFox across all areas. There is a category level setting governing this feature. Agents can toggle this feature ON/OFF for the different categorie…
Reports: Smart Rules
With the Smart Rule Report, you can monitor the Smart Rules that require improvements and aim to deliver a refined automation-rich customer support experience. Available on Fantastic and above pricing plans Important Note: This article is about the new reimagined "Smart Rule Report". If you're looking for Hap…
Why am I seeing duplicate tickets on my "My Queue" page?
The My Queue page is a personalized list of tickets that are displayed according to the way you've set it up on your My Settings page. The reason you're seeing the same ticket appear more than once in your My Queue, is because you may have set more than one condition, and there're tickets that match both thes…
Identify CC'ed tickets
HappyFox lets you identify tickets that were not directly sent to you, but your were just CC'ed which would require a different treatment. To identify tickets that your Category email ID was CC'ed, you can do so by checking the right-hand-side corner of your ticket update(s).
Printing Tickets
You can print a printer-friendly variant of any ticket. You can choose to perform the print action on tickets individually or in bulk. You can also use this method to generate a PDF version of the ticket. To print a ticket: * Go to the desired ticket's details page. * Click the "more actions" menu towards the to…
Creating and Using Ticket Templates
Ticket Templates in HappyFox can greatly ease the process of creating tickets for agents. This feature will be really useful for customer requests that are frequent and similar. Using templates created for specific kind of customer requests, agents can quickly create tickets, thereby saving considerable time. Availab…
