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Mohan Ramkumar

Highlights of May Rollout: Better Reports, New Related Tickets and More

- Mohan Ramkumar on 08 May 2013

A new version of HappyFox went live last Sunday. Before we walk you through the features in detail over the next few days, let’s quickly check out the major highlights of the rollout.

Better Reports

Custom Reports feature got a shiny coat of polish! Now, you can create reports in a multitude of time related filters like Ticket assignment, Ticket closure, Customer reply on ticket and staff reply on tickets.

Report Filters

Report Filters

Your selections are automatically saved so that you don’t have to change the parameter or the date range every single time!

Continue reading →

Product Updates — No comments
rethas

Updates coming your way! Reports, Contact Group additions and more

- rethas on 30 Apr 2013

After a month of strengthening the nuts and bolts that run  your HappyFox accounts, we are excited about the new updates will be rolled out soon. While the the updates are being performed, your HappyFox accounts shall be set to maintenance mode. Please refer below for the exact time for the maintenance and release notes.

The scheduled downtime will be between 

8.30 PM – 12.30 AM PST on Saturday, May 4, 2013

2:30 AM – 6:30 AM GMT on Sunday, May 5 , 2013

8:00 AM – 12:00 PM IST on Sunday, May 5, 2013

New features

  1. Major update to Reports – Going forward, it will be possible to create reports in other time parameters like Ticket assignment, Ticket closure, Customer reply on ticket, staff reply on ticket. This is other than the existing parameter of Ticket created time
  2. Reports are now saved with the same date range as last viewed
  3. Staff name who created ticket on behalf of customer is now mentioned in the activity log
  4. Create new related ticket from another ticket
  5. New tag – {{cc_recipients}} added to Staff new reply and Staff new ticket notification
  6. New tag – {{last_actual_client_reply}} added to Reply template and Staff private note notification templates
  7. The tags {{last_client_reply}}, {{last_staff_reply}} and {{last_actual_client_reply}} are now a part of Smart rules send email action
  8. Preferences for determining CC recipients to be shown in add update form and for making time spent mandatory
  9. Auto add contacts to a Contact Group based on the domain name
  10. Contact groups are now available as a part of conditions in Smart Rules, Reports and SLA

Enhancements

  1. Performance improvements
  2. Improved mail receiver
  3. API improvements
  4. Now showing SLA performance report for all reports
  5. Added staff login link to customer panel forgot password page
  6. Now showing “Customer updated” when staff replies to a ticket via email notification and while staff does a quick reply
  7. Clone reports now available
  8. Canned action export contains message also
  9. Font change option in rich text editor

Bug Fixes

  1. Fixed bug where search text in Knowledge Base was not getting cleared, when the default language is anything other than English
  2. Fixed bug where the count of tickets for contacts was showing incorrect numbers in some cases
  3. Fixed bug where response time was showing incorrect value in reports
  4. Fixed bug where search functionality was failing when email field was non-mandatory in the staff new ticket form
  5. Fixed bug where IE browser was showing a CSRF error while the embed form was used
  6. Fixed bug where incorrect tags present in notification templates caused outgoing emails to fail

We shall keep you posted as soon as the updates are complete, for you to take advantage of these features.

Announcements / Product Updates / Rollouts — 1 comment
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Mohan Ramkumar

Sneak Peek: Create a New Related Ticket

- Mohan Ramkumar on 25 Apr 2013

It just takes a couple of clicks to create relationship between tickets in your helpdesk. By way of relating tickets, you get to resolve closely related support issues quicker and get to refer to solutions suggested earlier.

But, what to do when you know that a new ticket has to be created to resolve an issue that’s related to another existing ticket? Creating a new ticket as usual and relating it to the already existing ticket is an option, but that isn’t super productive isn’t it?

That’s why, after our upcoming rollout you’ll find a dedicated “Create a new related ticket” item in the More Actions menu.

Creating a New Related Ticket

Creating a New Related Ticket

As always, fixing gaps in your workflow and enhancing your productivity is our goal. Stay tuned to find out what else we have got in store for you in the next few days!

Product Updates — No comments
Rahul

Deliver Awesome Customer Support in Romanian

- Rahul on 17 Apr 2013

This week, we extend our quest to improve customer support to Romania, the eighth largest country in the European Union. This blog post tells you how you can use HappyFox to deliver customer support in Romanian. Read on to know more.

1. Log into your HappyFox account and click on ‘My Settings’

 

2. Scroll down and select ‘Romanian’ from the list of languages in the drop down box.

3. Move down further and hit the confirm button to start using Romanian as your language of customer support.

 

Languages & Translations — No comments
Mohan Ramkumar

Lessons in Customer Support: McDonald’s

- Mohan Ramkumar on 15 Apr 2013

This article is part of our Lessons in Customer Support series. You can learn more about how companies, large and small, handled their customer service issues here.

McDonald’s: Fixing the Broken Customer Service

“… customers rate good service almost as highly as dollar value”

1 out of 5 complaints received by McDonald’s is about the “friendliness” of the employees. In plain speak, customers are unhappy with the rude and unprofessional service from their staff. Wall Street Journal has published an article detailing what transpired in the webcast between McDonald’s and its franchisees trying to tackle this problem.

McDonald’s isn’t wasting time to address this growing discontent and a number of measures have already been put in place to keep customers happy.The concept of a “dual point” ordering system in particular is an interesting attempt at mollifying customers frustrated with increasing wait times and long queues.

Continue reading →

Customer Service Lessons — No comments
Rahul

Customer Service Software, now in Greek.

- Rahul on 12 Apr 2013

 

This week we travel to Greece, the cradle of Modern Civilization. Greece also happens to be the birth place of Democracy, the Olympic Games and Western Literature and Philosophy. Greek, the official language of Greece happens to be the oldest recorded living language with evidences pointing to the language being spoken as early as 1400 BC.

You can now use HappyFox to communicate with your customers in Greek. The three steps mentioned below would explain how you can use Greek as your language of customer support.

1. Log into your HappyFox account and click on ‘My Settings’

2. Scroll down a bit, and select ‘Greek’ from the Language drop down box.

3. Scroll down further and click on ‘Update Profile’ button to complete this change.

 

 

Languages & Translations — No comments
Mohan Ramkumar

Sneak Peek: Granular Controls for Email Carbon Copy

- Mohan Ramkumar on 11 Apr 2013

HappyFox offers so many ways to keep multiple people in the loop. Resolving a trouble ticket with inputs from all the parties involved is a painless way to get things done. Email carbon copy (CC) is one way to go about it, and we are going to make it better and flexible in our upcoming rollout.


After this update, you’ll be able to control how carbon copying is supposed to work in your help desk. You’ll have the following options to choose from:

  1. CC all people in the loop right from the first correspondence from the customer.
  2. CC only those in the loop from the last response received from the customer.
  3. No carbon copy at all

And yes, you will still be able to manually add or remove email addresses in the CC and BCC fields. We’ll walk you through the feature in detail after the update (scheduled to roll out real soon!). Keep an eye on the blog for more sneak peeks!

Announcements — No comments
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