What are Public and Private categories?
Categories configured in HappyFox can be of two types - Public and Private. Public categories are categories that are visible to both the staff members and the end users and Private categories are visible only to the staff members. You can set the availability of the category under Main Menu >> Manage >> Catego…
How to delete a category?
Deleting a category would remove the category from the helpdesk and will no longer show up in the ticket forms for both agents and contacts. Note: To delete a category you need to have “Manage Categories” permission. Follow the below steps to delete a category. * Go to Main menu >> Categories. * Click on th…
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…
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…
Associate categories to contacts who view other contact’s tickets
Agents can now restrict a contact (with view all tickets permission) from viewing certain category tickets created by other contact group members. Only the ticket categories chosen by the agent in the agent portal will be displayed to the contact with View All Tickets permission in the contact portal. For exampl…
How to add image in category signature?
HappyFox allows you to add images in signature for better illustration. Available Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus If you haven't set up a signature to append in your updates to customers, Click here to know how to do it. To add an image in Signature you'd have to use HTML source …
Reports: Inflow
The Inflow report is all about how tickets are created in your help-desk. This report breaks down ticket creation by category (including categories that have been deleted) and channel so that you can monitor their respective ticket-count for the selectable period in the past. More importantly, you can also use this r…
How to remove your account URL from outgoing email information?
Have you noticed your outgoing emails/updates to your customers, include your HappyFox account's URL along with your category's email address? If yes, you're probably wondering how to get rid of it. This is the one we're talking about: It also shows up here: This information will only be displayed in the Gma…
How to create a category?
* Go to Manage >> Categories as shown below Note: You need to have “Manage Categories” permission to view this option under the main menu. * Click on the “+” icon to start creating a category. * Create a category form explained: * Name : Enter the name of the category here * Prefix : This wi…
Move tickets between Categories
HappyFox converts emails coming into a given mailbox as tickets belonging to a category. You can also move tickets from one category into another. Watch a Feature Walkthrough 📽: Steps to change a ticket's category: * First, log in to your HappyFox account and navigate to your tickets page. * For the ticket you…
