HappyFox logo HappyFox automation · runs daily

Follow up on pending HappyFox tickets

You asked a customer for an error message and left the ticket waiting. Three days later it still sits in the Pending Tickets queue, and nobody notices until the customer writes angrily.

Cotlet does it in your own HappyFox account with list_queues, search_tickets, get_ticket and reply_to_ticket, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can HappyFox do this on its own?

HappyFox Smart Rules can send a fixed email when conditions match, and canned actions insert one saved reply (checked 20 Oct 2026). Both send the same text for every ticket. Neither quotes what you asked for in that ticket, and neither decides that a second reminder is too much.

How you do it in HappyFox today

  1. The agent opens the Pending Tickets queue, which shows every ticket whose status has pending behaviour.
  2. For each old ticket the agent opens it, rereads the thread to remember what was asked and writes a reply.
  3. To save typing, the agent can pick a canned action in the Reply editor, which fills in the same text for every ticket.
  4. An admin can build a Smart Rule that sends an email under NOTIFY > Send Email, with conditions on the ticket.
  5. The checking is the part that gets forgotten, because a waiting ticket drops out of the daily queue work.

How to follow up on pending HappyFox tickets

Prompt

Find HappyFox tickets in the Pending Tickets queue with no reply from the customer for 3 days. Send a short reminder that quotes what we asked for. If we already sent a reminder, tell me instead of sending a second one.
  1. 01

    Find the stale ones

    list_queues finds Pending Tickets, and search_tickets reads it page by page. Only tickets whose last update is older than your cutoff stay in the list.

  2. 02

    Read the thread

    get_ticket returns the updates in order. The agent checks that the last message is from your staff, so a ticket where the customer already answered is skipped.

  3. 03

    Count reminders

    If an earlier staff message already is a reminder, the agent does not send another. It lists the ticket for you with the days waited.

  4. 04

    Write the reminder

    reply_to_ticket posts a reply that repeats the one question you asked, in your wording, and keeps the status as it is. Each reply asks for your OK until you switch confirmation off.

  5. 05

    Stop on new activity

    Right before sending, the agent reads the ticket again. HappyFox's own staff update call carries the last staff message to catch two agents answering at once, and the agent follows the same rule.

What you get back

Example data

Pending for more than 3 days: 9
Reminder sent 5, e.g. #2011 Dana Whitfield, waiting 4 days for the export error text
Skipped 2 (customer replied since)
Already reminded, left for you 2:
- #1990 waiting 9 days
- #1994 waiting 7 days

Other ways to ask

  • Every Monday, list pending tickets older than a week with the question we asked and do not send anything.
  • Remind only customers on tickets in the Enterprise category and write to me in a different tone for them.
  • After one reminder and 3 more days of silence, set the ticket to the Completed status I name, with a polite closing message.

What HappyFox allows, and what to know first

  • HappyFox Pending Tickets is a ready-made queue that shows every ticket whose status has pending behaviour, which means unresolved.
  • A status with Completed behaviour marks a ticket as resolved, and which status that is depends on the statuses you set up under Manage >> Statuses.
  • A reply to a ticket reaches the contact by email, and an update with a private note does not.
  • A Smart Rule has a setting to execute only once per ticket, which is the same stop this job applies to reminders.

reply_to_ticket asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: HappyFox Support: Manage Statuses · HappyFox Support: Use Canned Actions for frequent replies · HappyFox Support: Send Email using Smart Rules · HappyFox Support: API Reference, Tickets API Endpoints

Call reply_to_ticket from a script

curl

curl -X POST https://cotlet.dev/api/v1/happyfox/tickets/2011/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Dana, just checking in. To fix the export we still need the exact error text you see after clicking Export. A screenshot works too."}'

Example response

{
  "ticket_id": 2011,
  "update_id": 88120,
  "kind": "staff_reply",
  "status": "Awaiting customer",
  "created_at": "2026-10-20T09:00:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is happyfox_write → reply_to_ticket. Example data.

Schedule it in n8n, Make, Zapier or cron

HappyFox tools this automation uses

Cotlet HappyFox tools used to follow up on pending HappyFox tickets
Tool Parameters
list_queues none
search_tickets queue_id, query, limit, cursor
get_ticket ticket_id
reply_to_ticket ticket_id, body, status_id
All 12 HappyFox tools with descriptions

Frequently asked questions

Is it safe to connect HappyFox to Cotlet?

Yes. You sign in to HappyFox yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get HappyFox once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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