We're excited to announce the introduction of email authentication as the default security measure for accounts not already utilizing two-factor authentication (2FA) or SSO-based logins. This update represents a significant step in our ongoing commitment to protect your data and maintain a secure platform. Should you have 2FA or SSO currently enabled, nothing changes for you at this time and email based Multi-Factor Authentication will only be activated if you disable these features in the future.

Furthermore, we wish to remind our users that two-factor authentication (2FA) has been and continues to be available across all plan types. We strongly encourage administrators to enable 2FA, providing an extra layer of security that enhances the simplicity and effectiveness of email authentication. These improvements are designed to offer you comprehensive security and peace of mind in a straightforward manner.

We have scheduled a routine maintenance window on Helpdesk EU data center infrastructure on Saturday Mar 18, 2023 from 05:00 AM - 05:15 AM GMT. The actual downtime will be less than 5 minutes during this period. For real time updates, please visit our status page at: status.happyfox.com. If you have further questions, please reach out to us at [email protected]

Agents can now log time in Harvest app from within the ticket details page. Harvest is a web-based tool that helps businesses and individuals keep track of their time spent and manage their projects effectively.

Once the integration between the agent portal and Harvest has been set up, agents have the convenience of logging their work hours through a timer or manual entry. The time can then be logged against the appropriate client, project, agent, and task in Harvest. This can all be performed directly from the ticket details page.

Click Here to learn more.

Contacts can now select the Contact Group for which the ticket is being created.The Contact Group field will be visible in the Submit Ticket form only after a contact logs into the contact portal. Click Here to learn more.

We have updated the way in which Shopify Integration needs to be set up with HappyFox Helpdesk. If you are already using Shopify integration in Helpdesk or looking forward to setting it up anew, please follow the updated method to ensure Shopify Integration with HappyFox Helpdesk works seamlessly.

Here are the two key steps to be done:

1. Create and Install a Custom App in your Shopify Account.
2. Configure your Shopify account in the HappyFox Help Desk Account > Apps page.

Click Here to access the KB article and view the step-by-step procedure for the setup.

Note: Shopify integration will not work for accounts where the setup via OAuth was done earlier. Admins have to follow the recommended custom app method above to ensure Shopify Integration works.

Agents can now restrict a contact (with view all tickets permission) from viewing certain category tickets created by other contact group members. Only the ticket categories chosen by the agent in the agent portal will be displayed to the contact with View All Tickets permission in the contact portal.

For example, there could be categories related to HR, Finance, Insurance and so on, that are confidential to a contact. These tickets should not be visible to other contacts even though some other contact has the View All Tickets permission enabled in the Contact group.

Click Here to refer the KB Article