Creating and Managing Categories

No matter how many products you support or how many different support plans you have in your business, HappyFox helps you compartmentalize everything neatly. With a judicious use of categories, you can keep the noise and commotion of each and every support process contained.

It just doesn’t stop with categories. You can create subcategories and start paying close attention to all the support queries. With this setup, it’ll actually get way too easy for you to route tickets from the Tech Support category to subcategories like Hardware, Software, Mobile etc. Specialized support is not a pipedream anymore!

Simply put, categories act as mailboxes and once you link an email address to a category, all incoming mails will be converted to tickets. To create one on your own or to edit an existing one, pay a visit to the Manage tab.

Creating a Category
Creating a Category

Give the category a name, a brief description and a signature that’ll get appended to all outgoing mails.

Editing Mail Server Settings
Editing Mail Server Settings

Coming to the most important part – incoming and outgoing email settings. These settings make or break a support process and keeping that in mind, it’s extremely simple to configure from your HappyFox account.

Setting a Mail Forwarding Rule from Gmail
Setting a Mail Forwarding Rule from Gmail

Configuring a forwarding rule isn’t a big deal. In most cases, all you’ll have to do is go to the Settings panel of your email account and create a rule that forwards all incoming email to the HappyFox account.

Once that’s all done, enter your company’s email address and mails from that email address will automatically be converted to tickets from here on. If you don’t want to link an email address to a category and want to keep it form only, select the same from the drop down at the top.

Depending on the permissions you have in the system, you might be able to change the outgoing mail server from the HappyFox Settings page. Unless you know what you are doing, go with the Use Default SMTP option. There you have it, a brand new category to keep your customers happy!

So, how many categories and subcategories do you have in your account?