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

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

New Ticket Creation Log

New Ticket Creation Log

Going forward, when agents create tickets on behalf of the customer, that activity is clearly logged. This isn’t just limited to newly created tickets either. Even older tickets will now sport the precise ticket creation log.

New Related Tickets

To help you speed up your workflow, we now let you relate newly created tickets to existing ones right at the time of ticket creation itself.

Flexible Email Carbon Copy

Email Carbon Copy Options

Control who you want to be in the loop with ease. You can set category specific conditions when it comes CCing people.

Contact Groups by Domain Name

When you create a contact group with a domain name, all future contacts belonging to that domain are automatically added to the group. As an additional perk, contact groups are now available as a part of conditions in Smart Rules, Reports and SLA as well.

To learn about all the new additions, enhancements and bug fixes do check out our changelog! For any queries, ping us at support@happyfox.com!

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.

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

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!

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.

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.

By moving the customer from the cashier with an order number in hand, to another end of the counter to pick up the food, McDonald’s tries to reduce a lot of friction. A “runner” puts the order together and hands it over to the delivery counter. The person at the delivery point has the sole job of delivering the food to the customer and greeting him with a smile.

It’s a simple and effective idea. But, the quick service industry has an average annual employee turnover rate of 60%. With this piece of info in hand, McDonald’s attempt to delight its customers with more people in the restaurants becomes a laudable effort.

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.

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!

The tallest trees catch the most wind

EA is good at making amends. Apparently, the company is equally adept at admitting their shortcomings and offering ways to fix them for good.

In an industry buoyed by rampant piracy, licensing issues and DRM troubles, keeping customers happy all the time isn’t going to be smooth sailing for a company the size of EA. Despite that, they have shown the willingness to openly admit their flaws and engaged the customer base explaining their side of the story.

On top of cooling down the vocal, disgruntled customer base, the candidness of EA has ensured a massive PR win for their team. Being open and frank with your customers does have its merits!

Did you come across any interesting customer service stories last week? Do share with us!

Tags can be put to use in those scenarios. To create tags, use the Actions menu and start adding away. As you might now, if you are trying to add already existing tags, auto suggestions will help you speed things up.

Accessing Tags

The real beauty is, when you come across a tag in a ticket, you can quickly see all tickets that have same tag by just clicking on it. A quick and simple solution for organizing tickets at the micro level, isn’t it?

Novak Djokovic, Ana Ivanovic, Jelena Jankovic, Nenad Zimojic and Janko Tipsarevic. What’s common to these Tennis Players apart from their names ending with letters ‘ic’? You have a minute to guess this.

Now that you have given up let me tell you, all these players represent the Republic of Serbia, which brings us to the agenda of today’s blog post. This post tells you how you can use HappyFox to support your customers in Serbian. Read on to know more.

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

2. Choose ‘Serbian’ from the list of Languages present in the relevant drop down.

3. Scroll down and click on the ‘Update Profile’ button to complete this transition.