Planned Outage - June '19

Owing to a Database maintenance activity, few HappyFox accounts will be unavailable for 3 - 10 minutes during a 30 mins maintenance window on one of these days:

Maintenance dates: Sat June 15, Sun June 16, Sat June 22 & Sun June 23.

Maintenance time:

  • 2:00 AM - 2:30 AM Pacific Time
  • 9:00 AM - 9:30 AM Greenwich Mean Time
  • 2:30 PM - 3:00 PM Indian Standard Time

During the maintenance window, the agent portal and support center will be impacted. Emails received during this period will be processed after outage time.

Note: Most accounts in the new version of HappyFox will not face downtime.

Please reach out to support@happyfox.com if you have any questions.

MS Dynamics CRM Integration

Filter in Compare view: You can filter the search results by lookup fields (eg: Country) to get more accurate results.

Increased Search Results: We now show up to 40 results from CRM when searched for Accounts, Contacts or Leads.

Bug Fixes in MS Dynamics CRM integration:

  • Fixed: Field order was not being honored in Compare view, Ticket Sidebar, and Created/Edit Forms.
  • Fixed: Link button in agent side new ticket form was not linking the contact to the ticket after ticket creation.

Shopify Integration

Store - Category Association: You can link up to 3 Shopify Stores to a category and fetch details only from the linked stores for a ticket, based on the ticket's category.

Fetching Order Meta Fields: You can now view order meta fields under each Shopify order in the sidebar.

Planned Outage - Thursday, 18th April '19

Your HappyFox account may be unavailable for few minutes during a 10 minute window, owing to an emergency maintenance activity. Maintenance window below:

  • 18th Apr, Thursday 2:00 AM - 2:10 AM Pacific Time
  • 18th Apr, Thursday 09:00 AM - 09:10 AM Greenwich Mean Time
  • 18th Apr, Thursday 2:30 PM- 2:40 PM Indian Standard Time

During the maintenance window, agent portal and support center will be impacted. Emails received during this period will be handled after outage time.

Feel free to reach out to support@happyfox.com if you have any questions.

iOS App: Login using Single Sign On

You can now log in to HappyFox iOS app using your configured SAML based SSO provider, just as you would on HappyFox Web!

Other Enhancements:

  • A Refreshed Login screen for iPhone and iPad.
  • Tap on any queue to directly access your tickets on the iPhone App, or add them to the top as favourites.

Bug Fixes:

  • Fixed: Session Expiry on the mobile automatically logs out the app.
  • Other UI & performance improvements

Agent Scripts for troubleshooting

With the all-new agent scripts feature, you can create detailed step-by-step instructions for your agents to troubleshoot customer issues.

With this feature, agents can

  • Launch an agent script from the ticket detail page.
  • Read rich-text instructions corresponding to a step and choose from a list of options.
  • Determine the next step in the agent script using the option chosen in the previous step.
  • Accept form inputs (text, dropdown, and date) and map them to HappyFox custom fields.
  • View the entire answer history from any step and edit an already chosen option.
  • Review an agent script that's already been applied on a ticket.

Available for customers on Enterprise Plus plan.

Hubspot CRM Integration

Integrate Hubspot CRM with HappyFox to view contact details from Hubspot against HappyFox tickets. You can also push ticket conversations to Hubspot as notes against the corresponding contact.

Easier identification of call notes

HappyFox now allows you to easily identify ticket updates that correspond to voice channel interactions. Both ticket replies and private notes can be marked as Call Notes for easier identification. Call notes are captured as a distinct reportable metric in Agent Activity report.

Click here for more details.

Available for customers on Enterprise & Enterprise Plus plans.

Facebook Integration: Proactive email alerts & stability improvements

HappyFox help desk admins will now receive email notifications when the HappyFox-Facebook integration fails due to configuration changes made on Facebook.

Unlinking and re-linking a Facebook account will no longer cause threading issues on existing Facebook channel tickets.

Additional Enhancements

  • While trying to reset the password for a deactivated agent, HappyFox will notify that the agent is no longer active.

Bug Fixes

  • Fixed: Click-to-call in Aircall integration was not working as intended.
  • Fixed: While setting up RingCentral integration for the first time, the integration was shown to be inactive.
  • Fixed: Opening the contact-group detail page from the ticket detail screen does not display the contacts part of the group.
  • Miscellaneous UI improvements & bug fixes.

Stripe Integration

The Stripe integration is now available in the new HappyFox experience. You can view the following details from Stripe on a HappyFox ticket.

  • Customer details
  • Order, Payment & Subscription information

Refer to this KB article for more details.

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Surely HappyFox Helpdesk will start publishing changelogs very soon.

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