HappyFox gives you ample room to automate many of the cumbersome tasks involved in a support process. We have already discussed in detail how you can enhance productivity by using the Smart Rules and Canned Action features.
Similarly, to take redundancy out of notifications HappyFox lets you add tags to email templates. Tags when inserted will pull the relevant information for that support ticket in question. Most of the tags are self explanatory, but we have compiled a list briefing their purpose to serve as a reference in future.
Contacts Notifications
Contact Notifications
These notifications are sent out to customers and tags can be inserted in the email subject line and the body of the mail.
Checking off these tags will insert the following content in the form field or the text area:
- category_signature – Signature associated to each category of the HappyFox instance.
- priority – Ticket Priority.
- staff_signature – Signature of the staff member replying to the ticket.
- client_name – Name of the client who sent the support query.
- message – Original support query message sent by the customer.
- client_email – Email address of the customer.
- status – Status of the ticket in the queue.
- category_name – Name of the category the ticket belongs to.
- ticket_id – Ticket Number.
- http_url – URL of the support page of your HappyFox instance.
- staff_name – Name of the support team member handling the ticket.
Staff Notifications
Staff Notifications
Notifications that are internal, sent to your support team members need not be as elaborate as the ones sent to the customer. So there are fewer tags in this section.
Checking off these tags will insert the following content in the form field or the text area:
- all_replies – The entire conversation in the ticket.
- message – Original support query message sent by the customer.
System Notifications
System Notifications
Automated responses are generated by HappyFox to inform contacts, admin and staff members. These notifications are about registration, password reset, sending invites etc.
- client_email – Email address of the customer.
- client_name – Customer name.
- password – The system generated password for the customer.
- http_url – URL of the support page.
Got any questions about tags or anything else about HappyFox in general? Leave comment or ping us at support@happyfox.com and we would be happy to help!
