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How to use HappyFox (New Help Desk)
Address: prioritytitleus.happyfox.com/home/
Home Page Below.
There are now 3 ways to submit a ticket:
Self Submit:
This is the same as it currently is on SharePoint.
Go to HappyFox, “Click Submit Ticket” on the top right.
In the “Subject” Field please type the issue you are experiencing or need assistance with. Ex: Cannot Login to Soft Pro, Add Shared Mailbox, etc.
In the “Message” Field please describe the issue or request to the best of your ability. (If you are not already logged in, the following info will be Mandatory: Full Name, Email Address
Click in the box reading: “I am not a robot”.
Lastly click “Submit.”
Method 2:
Email:
You can now submit a ticket just by emailing the Help Desk.
In Outlook, send a message to: [email protected]
And a ticket will automatically be created.
*In the subject of the email please simply state the issue or request and then provide full details in the body of the message*
For Demonstration (Internal IT View)
After sending your email your ticket now looks this to the IT Team.
Method 3:
Chat: Teams
You can now create a ticket from Teams in the following Group Chat.
Go to the “Teams” tab on the left column in Teams.
Go to the “Submit Ticket Here!” section under the “IT HappyFox Helpdesk “Team”.
Click “new conversation”
The click the happy fox icon below in blue
Next the box to create a ticket will pop up
For Category please only select IT Support
Enter the Subject of your ticket
Then for message, describe your issue in detail.
Click Next
The following screen will appear then click create
You will then see this
Ticket is created and you will see the following in the posted in Teams
Logging In:
Logging into HappyFox is very simple and highly recommended. We built in an Azure Single Sign On (This lets you log into HappyFox with one click)
After selecting “Login” from the home page you will get the following screen.
Click the Azure Icon
Once and only once you will be asked to provide your Priority email address and password. (Exact password you use for Email, SharePoint, Etc)
After entering your email address and password for the 1st time, all future visits to the Help Desk, simply click the Azure Icon and you will be automatically Logged In.
(No Account Creation is needed. We intentionally imported your Username and Password from our Servers to Streamline this process for everyone)
How Can We Help You Search:
In this section the search function is extremely helpful and very intuitive.
Hourglass reads: Find your fix, click there, and start typing a word for the issue you are experiencing or would like instruction for.
Example: Soft Pro, then you see that KB article auto populate for the issue at hand.
Search works on keywords I have tagged in knowledge base articles.
*Note on the Search Feature*
Partial words when searching such as Sof for SoftPro will not autocomplete as the articles are tagged by a full keyword or if no results are found for the issue you are searching there may not be a KB created. If you would like one, please contact us.
Trending Section:
The trending. Section lists the most viewed KB Articles, simply click on anyone of them to view.
Articles have a new feature at the bottom.
Feedback: If you found the article helpful plus click the thumbs up icon or thumbs down if you did not find it helpful. (anonymous either way)
This will help IT with the feedback.
FAQ Library: Section
After clicking FAQ Library Icon above, you will then be taken to the library that lists our Knowledge Base Articles which contain step by step instruction to assist with resolving the most common issues we receive.
Thank You for Reading.
