HappyFox in 2012: The Year in Review

We had a great run in 2012. HappyFox is growing by the leaps and bounds. We rolled out a lot of amazing features and ironed out many kinks. Covering them all in a single blogpost isn’t possible, so we have put together  a small list of top new additions to HappyFox in 2012. Check it out!

Avoiding Concurrent Staff Responses

Alert message when two staff members are responding to a ticket at the same time
Alert message when two staff members are responding to a ticket at the same time

Thanks to this feature, only a single staff reply is sent to the customer, and the other staff member trying to update the ticket is alerted with a notification to review their response. No waste of productive time of your staff and the customer isn’t swamped with multiple responses either!

Forwarding Tickets to external Recipients

Forwarding Tickets
Forwarding Tickets

With the ability to forward tickets, passing detailed ticket information to third parties outside the help desk system just became a lot easier.

Splitting Existing Tickets

Splitting a Ticket
Splitting a Ticket

If an existing ticket thread seems to cover more than one issue and needs to be divided into individual tickets, you can now split a ticket by using the Split Ticket feature.

Organize Customers in Groups

Searching and Contacts to a Group
Searching and Contacts to a Group

Contact Groups makes organization a breeze. Contacts from a same company or from the same domain can be grouped together for easy access.

Better Ticket Inflow Reports

Ticket Inflow Graph
Ticket Inflow Graph

In the Dashboard, the ticket inflow report now displays the number of new and pending tickets. It’s also possible to pick either one of the numbers to display in the graph for better understanding.

Enhanced Activity Log

A Smart Rule Action Entry in the Activity Log
A Smart Rule Action Entry in the Activity Log

Smart rules help automating the support process to a great extent and the activity logs keep you informed of all the smart rules executed in a ticket. To make it complete, the activity log now displays emails sent by smart rules too!

Editing Ticket Titles

Updating a Ticket Title
Updating a Ticket Title

You can now edit the ticket subject line right from the Ticket details page itself. That too, in a single click!

Sample Reports and Smart Rules

Sample Smart Rules
Sample Smart Rules

It’s simple to create smart rules or to pull custom reports in HappyFox. Still, to help new users to better understand the power and flexibility of the HappyFox ticketing system, we have bundled couple of new Reports and Smart Rules to all new accounts created.

Tag Auto Suggestions

Tag Auto Suggestions
Tag Auto Suggestions

To make adding tags to tickets easier, there is now the autosuggest feature. All relevant tags are displayed as soon as you start typing.

Twilio Integration

Twilio Integration
Twilio Integration

We have made phone support as painless and hassle free as our email support. Take calls right from the app or forward it to multiple numbers to offer support on the go. This feature is available on request. Ping us at support@blog.happyfox.com to get this feature enabled.

Merge Contacts and Phone Number Related Features

Merging Contacts
Merging Contacts

To make voice support seamless, we have introduced fields to add country code and phone number fields to contacts. When there is a duplicate, you now can merge them together to make the contact list unique.

Adding Subscribers to Private Notes

Adding Subscribers to a Private Note
Adding Subscribers to a Private Note

In addition to the persons already engaged in a conversation, you now have the option to get more people involved by adding them as subscribers. They’ll be notified of all the updates to the ticket.

Add Multiple Recipients in One Go

Adding Multiple Recipients
Adding Multiple Recipients

Going forward, you don’t have to add contacts in the Cc and Bcc fields every time you send a reply. Add them all when you create a new ticket, and those names will automatically show up every time you want to mark a copy.

Brand New Actions Menu

Actions Menu
Actions Menu

To make it easy for you to find and execute ticket level actions from one location, we have moved them all to the new Actions drop down at the top right corner, right next to Jump to last response. If you suddenly can’t locate options to edit contact information, add tags etc. just head over to the Actions menu to get the job done.

Change Statuses with Ease


To change the status of a ticket, click on the original status and select the right one from the cool new prompt. You can do this from both the ticket list page and the ticket details page.

New Branding Section

Branding Area
Branding Area

Branding and customization options now have a dedicated section of their own under the General Settings page. You can now add a favicon too!

Advanced Search

Advanced Search
Advanced Search

Searching tickets is now comprehensive and powerful. Multiple parameters are supported in search queries and the results can be fine tuned with additional search filters. A huge time saver for casual and power users alike.

Saved Search

Saving a Search
Saving a Search

Now that it’s possible to perform complex searches with multiple parameters, saving them for future use makes a lot of sense. Save all your search queries and execute them in a single click.

Adding BCC in Staff Reply Template

 

Adding Bcc in Reply Template
Adding Bcc in Reply Template

It’s now possible to add an email address for sending BCC of all staff replies. A quick way to check if staff replies to customers are sent out without any issues.

Configuration Options for New Ticket Forms


You can now configure the fields that are displayed when your staff is creating a new ticket. Only the fields that you enable will show up in the form. This might come in handy when ticket levels actions have to be performed as soon as a ticket is created.

Due Date Condition in Smart Rules


We have added the condition to trigger actions by Due Date. So the next time when a ticket misses the set due date, make sure the right people are notified or pick another appropriate action. On a related note, we have added Set category to to the actions drop down menu. So, when the conditions are met, tickets can now be assigned to a category of your choice automatically.

A Ton of New Languages

It’s raining languages here at HappyFox. We now support Russian, Spanish, Brazilian Portuguese, Czech, Italian and Korean, with more languages in the pipeline.

Hits from the Blog

We stepped up on blogging a bit and tried to cover a wide variety of domains and not just product updates. Some of the crowd favorites from last year are:

30+ Books Every Web Designer Must Read

There is a very possibility that web design is the one domain that generates so much educational content online. But thankfully, there is no dearth of books catering to web designers too. We have put together a list of books that might come in handy to sharpen your skills, get better at handling customers and running a profitable business.

Great Products Have Customers Who Inspire

Every customer is unique and we cherish each and every one of them. Right from the very first sale, we’ve been blessed with customers who have made quite a mark in our journey. In this articles, our CEO shares with you how customers have inspired, helped and educated us and other world class brands.

Customer Support at a Bootstrapped WordPress Theme Startup: The WooThemes Story

WooThemes is a massively popular brand in the WordPress theming vertical. But, even before the inception of WooThemes and probably even before people started recognizing WordPress as a proper CMS, there was Adii, the WordPress Rockstar. He was very vocal, opinionated and his work, exceptional. We picked his brain on how they handle customer support and the business in general.

Customer Support at a Bootstrapped Productivity Startup: The Producteev Story

A pioneer in the field of productivity and task management, Producteev is the collaboration tool of choice for tens of hundreds of businesses. In this interview, Ilan talks about the major factors behind Producteev’s leadership position, marketing strategy, bootstrapping, customer support culture and more.

50 Great Resources to Learn Better Customer Support

Customer support is probably one of the domains where looking around and picking up the best practices from other businesses is allowed. Keeping that in mind, we thought it might be a good idea to put together a list of links that contain tips and insights worth reading.

10 Insightful Customer Support Infographics You Shouldn’t Miss

There is nothing like infographics to break down complex data sets into bite sized nuggets of consumable information. They are easy on the eyes, have a perfect flow and save a ton of time. Spotting trends and opportunities becomes way lot easier by just studying an infographic. After a bit of research, we found a few such Infographics from the customer service domain for you!

5 Reasons to Choose a Helpdesk App Over a CRM

A general purpose CRM app isn’t the silver bullet for all your customer support needs. In fact, it hardly matches up to the featureset and simplicity of a dedicated helpdesk app. The decision to choose a CRM app over a helpdesk solution is purely a business decision. To help you make an informed decision, we have five reasons for you take into consideration before opening up your wallet.

That’s from the good old 2012. This year is gonna be bigger and better. In the coming days, we will be unravelling the many surprises we have in store of you. Keep an eye on this blog to stay on of all exciting updates!