Enable Integration with HappyFox Help Desk

HappyFox Help Desk is a simple, powerful customer support and ticket management software.

By integrating HappyFox Chat with HappyFox Help Desk,

  1. New tickets are created on HappyFox Help Desk for every completed chat, missed chat and offline message.
  2. During an ongoing chat with repeat customers, you can view their past tickets along with the ticket's status.
  3. View the ticket details on each chat transcript under Chat History on HappyFox Chat account.
  4. Adding tags to a chat will be directly updated to the chat's ticket.

Only Admin of HappyFox Chat account can perform the integration.

Ensure that Collect Visitor Name and Email option is ON under Manage Section in your HappyFox Chat Account. Tickets will be created for chats only if there is a name and email address/phone number.

This Integration is available on Mighty and above plans.

Prerequisites for integration:

Get URL, API and Auth code from HappyFox Help Desk account:

1. HappyFox Account URL: Your HappyFox Help Desk account's URL (usually of the format: 'accountname.happyfox.com' or 'support.yourcompany.com')

2. Get API Key and Auth code:

  • Login to HappyFox Help Desk account.Click menu >> Apps >> Goodies >> APIScreen Shot 2014-06-18 at 5.13.06 pm.png
  • To get the Auth Code for the API Key, hover over an API key that you've created → click See Auth Code link.

  • From the resultant pop-up, copy API Key and Auth Code. And save it to a clipboard. 

A new API Key can be created by following the instructions here.

Steps for HappyFox Help Desk-HappyFox Chat integration:

Step 1: Login to your HappyFox Chat account.

Step 2: Go to Apps → HappyFox.

Step 3: Click INSTALL button.

Step 4: Under Connect your HappyFox account, enter HappyFox Account's URL, API Key and Auth code → click Connect button.

Screen Shot 2015-12-31 at 7.38.18 am.png

Step 5: Update your preferences under Settings and click Update settings button.

Note: The Category drop-down will show only those categories from your HappyFox Help Desk account which are of Availability type as Staff & Contacts.

Screen Shot 2015-12-31 at 7.51.32 am.png

HappyFox ticket information on HappyFox Chat:

1. Tickets are created on HappyFox Help Desk from chats on HappyFox Chat

2) Show visitor tickets from HappyFox Help Desk during an ongoing chat

a. Agents can see past tickets.

Note: If you’re unable to view customer info, simply type '!' and choose !refreshvisitordata to refresh the customer information meta area.

b. Clicking on the tickets hyperlink will further display all the tickets of the visitor with the current status of each ticket.

c. When you click on any of the tickets, you will be directed to the respective ticket on HappyFox Help Desk in a new tab. 

d. Clicking on the 'pop-out' icon will direct you to the respective Contact's details page on HappyFox Help Desk.

3. Add Tags from HappyFox Chat to HappyFox HelpDesk:

The tag added to a particular chat on HappyFox Chat will be added to the chat's ticket in HappyFox HelpDesk

4. View HappyFox Ticket Details on each Chat Transcript under Chat History

All the Chat Transcripts under Chat History will have the HappyFox ticket details in the right side pane.

Next Steps:

Integrate HappyFox Help Desk with your HappyFox Chat account and convert all your incoming chats and offline messages into tickets and thereby followup / resolve your customers’ queries in an organized fashion.