January 2014 updates – Transformation season

The Game Changers

Integrations

  • Atlassian Marketplace Integration – We are now integrated with the Atlassian Marketplace. View more details here.
  • Screencast integration with ScreenR – Add screencasts to your ticket with no hassles.

Ticket Activity

  • Auto save drafts – While adding private notes or tags, never worry if your PC switches off. Your changes will now be saved in drafts
  • The application now accepts Redirected emails – which will help in preserving the original FROM ID of the email
  • New option to re-open closed tickets on new a customer reply
  • Now possible to mass update custom fields

Customization

  • Custom CSS for Support Center – Rebrand your support center to give it the look you like.

Miscellaneous

  • Due date option in advanced search – Search using due date to find your tickets faster.
  • Option to identify if any email sent to a HF account has the category ID in the To field or CC field
  • Add tags for KB articles – Find articles faster using your own tags to identify them.
  • IP Restrictions – Whitelist IP or range of IPs for staff to access the app from

Enhancements

Ticket Activity

  • Update custom fields while updating a ticket with a reply or private note
  • Ticket subject is now the title of the page
  • View number of tickets while choosing multiple tickets to be deleted from the tickets list page
  • View tickets which have (any) SLA breach via Advanced Search

Smart Rules

  • New Smart rule conditions to handle blank subject
  • New Smart rule conditions to handle tickets where Due date is/is not set
  • New Smart rule action to clear due date

Knowledge Base

  • KB section names in Support center now sorted alphabetically

Staff

  • Better handling of change in Staff email ID in the My Settings page. Now, confirmation mail will be sent to the edited Staff email ID and only upon confirmation will the change in email ID be made
  • Two new staff permission
  • (i) Include unassociated categories data in Reports : When checked, will show data from unassociated staff categories
  • (ii) Include (unassigned/assigned to other staff) tickets data in Reports : When checked, will show data from tickets assigned to anyone else or unassigned

Security

  • Preventing non HappyFox domains in the Default FROM outgoing email address if application mail server is used

Reports

  • Exporting custom field and its data for fields currently unassociated with any category
  • Export number of staff updates, number of client updates and number of private notes added in Report exports
  • Linked ticket IDs in the SLA performance report exports

Miscellaneous

  • Enhanced workflow to add a new contact – along with Change contact
  • When there are no public categories on an account, the option “Display submit ticket option in support center” is disabled automatically
  • Timezone drop down values now show city names along with time zone
  • Fixed workflow issue. Now pressing the Enter key when the focus is on the CC/BCC text field, the ticket is updated
  • New CF design used for all condition filters
  • Now possible to set notice message only for account admin in HF accounts
  • KB section names in Support center now sorted alphabetically
  • New access level for Forum Posts, to allow replies to posts only by either Staff/Staff and Contact
  • Fixed UI issue where attachment name was overflowing from the attachments area
  • Option to send account details message to customers while importing customers from CSV/Excel
  • Pagination made available for canned actions
  • More sorting options for columns in compact view

Bug Fixes

  • Fixed bug when the Staff assignment notification was not sent to the concerned staff when the ticket was assigned while creating it from the Staff new ticket form
  • Fixed bug where ticket was not getting deleted from the ticket detail page immediately after ticket creation

 

rethas

I head product operations at HappyFox. Connect with me on Google+