How to send attachments to customers when creating a new ticket?
If your contacts are not receiving any files that you attach when you create a new ticket on their behalf, enable this setting in your New Ticket Auto-responder email notification . * Navigate to Manage >> Notifications >> Contact Notifications >> New Ticket Auto-responder . * Go to Templates, and click on …
Customize Contact Email Notifications
Contact notifications are email alerts that your contacts receive when certain events happen on your help desk. These notifications are sent to the email address linked to your contact's profile. Applicable Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus What are the different Contact Notifications su…
Identify SLA Breaches
Service Level Agreements breaches in your help desk system must be identified and solved quickly to ensure consistent performance of your help desk team. Learn how to create and manage SLAs here . Available in All Pricing Plans SLA breach information in Ticket List Page: Lookout for "Red Alert/Exclamation" SLA in…
Customize System Email Notifications
System notifications are email alerts that your contacts/agents receive when certain system-related events happen on your help desk. These notifications are sent to the email address linked to your agent/contact's profile. Applicable Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus What are the differe…
How to send the new ticket auto responder to other CC recipients on the ticket?
When the contact submits a ticket via email or form and has added other people in the CC, by default the system only sends new ticket creation notification to the original creator of the ticket. HappyFox allows you to notify the other recipients of the ticket with the same notification too. To enable cc/bcc option f…
Enable/Disable email notifications
Notifications are emails sent out to agents/contacts about different updates made within the ticketing system. Following notifications can be enabled/disabled. * Contact notifications * Agent Notifications * Knowledge Base notifications Note: System and Forum notifications cannot be disabled. Watch a Feature Wal…
Edit notification email templates
You can customize the email that is sent as a notification by modifying the email templates. Plan: Available for all plans. To edit the template, * Navigate to Manage >> Notifications >> respective notifications tab Note: Only agents with “ Manage Notifications ” permission can view this option. * Click on the…
Customize Agent Email Notifications
Agent notifications are email alerts that your help desk agents receive when certain events happen on your help desk. These notifications are sent to the email address linked to your agent's profile. Applicable Plans: ✔️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus What are the different Agent Notifications …
Customizing the ‘From’ name for outgoing email notifications 📧
The purpose of this feature is to allow the agents to be able to toggle the name displayed in the email notification(s), sent to the contact from HappyFox. 🔐 Manage Notifications permission govern the visibility of this feature. Learn more about permissions. Agents have three options to choose from, namely; 1️⃣ Ca…
Automatically Post Condition-based Notifications to Slack
You can leverage HappyFox's powerful automation suite - Smart Rules to post conditional notifications to different channels in your slack workspace. Applicable Plans: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus Permission Alert 🔐: You would require "Manage Smart Rules" managerial permission to confi…
