Account Management

Snappy allows you to have multiple distinct accounts which you can switch between instantly. In most cases you won't need multiple accounts as a single account is fine for handling multiple brands, websites or email accounts in one place.

The option for multiple accounts is to allow easy access of related but distinct groups that may all be using Snappy. A few common uses cases would be:

  • IT and HR both use Snappy, but the operations manager Tina needs to be in both accounts. So while the accounts are separate Tina can easily switch between both.
  • Bob uses Snappy at work, but also has a side project where he uses Snappy for support. He can easily switch between the accounts.

Multiple accounts are each billed separately. So for example, in the last case above. Bob's company would be paying for the users in the work account, while Bob personally pays for his own account separately.

 

The account settings are available only to account owners and are located by clicking your organization menu.:

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User settings are are specific to your account. From here you can manage your personal information, filters and phrases. User settings can be access from the "You" menu in the upper right.

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You can turn notifications sent to your email on and off in your user settings. See Where are my User settings? to access your user settings.

From User Settings, switch to the Notifications tab to access your notification settings.

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You can forward emails from your existing email accounts into Snappy. For this to work your mail server will need to support the proper email forwarding headers, most modern mail servers do including Gmail and Exchange.

Using your existing email accounts provides a seamless transition for customers. In addition, since you're only forwarding the email to Snappy your mail server will maintain a copy of the original emails as well.

Gmail

  1. Go to Settings then forwarding and pop/imap
  2. At the top click add a forwarding address
  3. Add your Snappy email
  4. Gmail will send a verification email into Snappy, check your Snappy inbox and verify
  5. In Gmail select the radio button to enable forwarding to your verified Snappy mailbox

Office 365

  1. Click the Cogwheel in the top right corner, choose Options
  2. Make sure Account is selected in the left nav, click **Forward your email* in the right navigation
  3. Add your Snappy email and click the Start Forwarding button

Exchange/Outlook Web Mail

Exchange supports several methods of forwarding. The most simple is to use mail rules which can be setup from Outlook/Web mail.

  1. Go to Options then Create an inbox rule
  2. New then for "when message arrives" you will usually apply it to all messages
  3. For "do the following" select to redirect the message and enter your Snappy email address
  4. Save the changes

Outbound

The final step is to edit your Mailbox in Snappy (Account->Mailboxes) and set the "from address" to the email address you'd like to appear to customers as the FROM.

 

You can connect your email to Snappy in a few ways:

You can read more on this subject in our blog post Integrating Customer Support Email into your Website with Snappy

 

The Snappy Widget allows you to add a help widget into your site or your web based application.

You can get your custom base embed code inside your Snappy account under your Company menu->Widget.

Copy the embed code and paste it just above your closing </body> tag.

The embed code supports the following data attributes outside what is shown in the code sample:

<script
    src=""
    data-domain=""
    data-position="bottom right"
    data-lang="en"
    data-contact="1"
    data-name="John Doe"
    data-email="test@example.com"
    data-title="Help"
    data-background=""
    data-debug="1"
    data-faq="3"
</script>

data-position

The position of the button on your site. Possible values are:

  • top left
  • top right
  • bottom left
  • bottom right

data-lang

The language you would like the widget UI to be in. You can omit this to use the language defined in the widget settings. Some possible values for this are:

  • ca
  • de
  • el
  • en
  • es
  • fr_FR
  • it_IT
  • nl_NL
  • pl
  • pt
  • ru

We have additional languages supported. Contact us if you do not see the one you need listed.

data-contact

A one or zero flag that allows the contact form to be turned on (1) or off (0).

data-name

This is a persons name which is used to pre-fill the name on the contact form.

data-email

This is a persons email which is used to pre-fill the name on the contact form.

data-title

This is the title or text of the widget button. It will default to "Help & Support" if not supplied.

data-background

This sets the background color of the button. It will accept any valid css color selector. You can also customize the button via CSS. By default it uses the #snappy-faq selector and you can over ride by adding a more specific selector such as body #snappy-faq.

data-custom-*

If you would like to pass any custom attributes that are sent via the contact form. Some examples could be application data or customer data.

data-custom-version="v1.2.3" 
data-custom-plan="Paid Plan"

data-debug

This is a special option that will prefix all questions with their id. The use case for this is to allow you to find the id for advanced integrations described.

data-faq

By inserting the id of the faq you can have the widget open directly to this section. Use the data-debug attribute above to find out the id of the one you want to use.

 

Beyond just adding the widget to your site you can also interact with it programatically.

The following public methods are available to you:

SnappyWidget.open()

This will open the widget. It also accepts an object of params:

  • SnappyWidget.open({id: 1}) - To open directly to question id 1.
  • SnappyWidget.open({contact: true}) - To open directly to the contact form.
  • SnappyWidget.open({faqId: 1}) - To open directly to a faq
  • SnappyWidget.open({topicId: 1}) - To open directly to a topic

SnappyWidget.close()

This will close the widget if it's open.

SnappyWidget.toggle()

This will open or close based on if it's current status. This takes the same parameters as open().

Snappy Ready

After the widget is initialized it will perform a callback against a snappyReady function and you can add any custom events. Here is an example using jQuery:

<script>
    var snappyReady = function(){
        $(".js-help").click(function(e){
            e.preventDefault();
            SnappyWidget.open({id: 1});
        });
        $(".js-contact").click(function(e){
            e.preventDefault();
            SnappyWidget.open({contact: true});
        });
    };
</script>
 

  1. Go to the Mailboxes tab in your Account Settings.
  2. Click the name of the mailbox you want to add an email signature to.
  3. Switch to the Outgoing tab.
  4. Enter your email signature in the Mailbox Signature field.

Markdown / HTML: You can use Markdown and HTML in the Mailbox Signature field to add links and images.

 

Mailbox signatures are appended to all responses sent from Snappy. They are usually used as the company signature. They are set up in the Organization->Mailbox Settings. They appear below the user signature in sent emails but do not appear in the ticket window when replying to a customer. The organization signature is appended to the response upon sending.

User signatures are email signatures specific to the user replying to the ticket. These signatures are set up in User Settings and will appear in the ticket response preview before sending.

 

Inside the mailbox form it has a checkbox for turning on or off the auto responder. When it's switched on a text field will appear allowing you to enter any markdown formatted text.

 

Yes, you can use HTML or Markdown in the auto-response message field in Mailbox settings. Best practice is to keep the code as simple as possible. There are so many email clients out there and they all process HTML differently. So to make sure your emails are presented consistently use clean and simple HTML and inline CSS.

 

Yes, the language can be set on per mailbox basis. Keep in mind these will only affect the emails to customers. Staff emails will remain in English.

If you do not see your language and would like to add it, you can visit our Snappy project on Transfix.

 

You can set up your mailbox to use another account as the outgoing address by completing the fields in the SMTP tab of the Mailbox Settings.

  1. Go to Mailbox Settings.
  2. Switch to the SMTP tab.
  3. Check the Enable SMTP checkbox.
  4. Complete the form with the SMTP settings of the email account you want to display in the From field of your outgoing message.
  5. Save the settings.

You can set up email forwarding with your current support email service and use the same email address to in the SMTP tab. This way both incoming and outgoing email addresses are the account you prefer.

 

To add a mailbox:

  1. Open Organization Settings

  2. Switch to the Mailboxes tab

  3. Click Add Mailbox

 

Mailbox themes are the design used when emailing from Snappy to your customers. The themes currently come in two flavors:

  • Invisible - The invisible theme is very basic and doesn't include any Snappy branding.
  • Snappy - This is the default theme and includes user avatars and has styling associated with it.
 

The mailbox signature will appear at the bottom of the email below the staff signature . These are useful in situations when you want to include some type of company information on all outgoing email.

Note: The mailbox signature does not appear in the message text in the Ticket window. It is added to the email ticket upon sending.

 

Snappy provides two themes for your emails: Plain and Snappy. The Plain theme has no formatting. The Snappy theme has minimalistic modern appearance. To change the theme of your email tickets, select your desired theme in the Theme field in the Outgoing tab of your mailbox settings.

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  1. Click Your Settings in the You menu.
  2. Switch to the Signature tab in Your Info.
  3. Enter your email signature and click Save User.

Markdown / HTML: You can use Markdown and HTML in the Email Signature field to add links and images.

 

Administrators can invite new users to join Snappy from the Users tab in the Account Settings window.

Click Settings in your Organization menu and switch to the Users tab.

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Click the Add Users button.

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In the Invite Users form, enter the email addresses of the users you want to invite into the Email fields. To add more users to the invite list, click Add another.

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Once you have entered the emails of all the users you want to invite, click the Invite Users button.

The new users will receive an invitation email from Snappy where they can complete their signup. Once completed, they will appear in the Users tab of your account settings

 

In the Users tab of the Settings window, click the user you want to delete to open that user's settings.

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In the User's Settings window, click the Delete User button.

 

Currently Snappy has the following permission levels:

  • Owner - Owners have full rights to manage every aspect of your account.
  • Admin - Admin accounts have rights to delete tickets and wall posts.
  • Standard - Standard accounts can handle all the typical day to day operations. Manage tickets, post to the wall, create phrases, reports, etc.
 

The user handle is a way of tagging the user in tickets. If you tag a user on a ticket then they will be emailed updates and the tickets will show in their "yours" Filter.

 

You can setup the Campaign Monitor integration by visiting the apps section of your account.

Click on Campaign Monitor which will give you this form:

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Token: To get your API token visit Campaign Monitor and go to Account Settings -> show api key

List: This is the list id to subscribe contacts to. To get your list id login to your CampaignMonitor account then go to Lists & Subscribers -> Select List -> change name/type. The API Subscriber List ID will be at the bottom of this page.

 

You can setup the HipChat integration by visiting the apps section of your account.

Click on HipChat which will give you this form:

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Token: This is your admin auth token and can be found in your HipChat Account

Room: This is the room where your notification will be sent.

Wall Notification: - Check this to have wall posts automatically sent to HipChat

Watch for Tag: - This is a specific tag that will trigger the message to be sent.

If you would like to get notified on new tickets then you can setup a trigger to automatically add your tag to any new incoming requests.

 

We have created an application template Github repository that contains a starting point for creating your own integration.

You'll only need to fill in the details of a single PHP class, and we'll do the rest to get your application in Snappy and ready for others to enjoy. Just adding a few API calls to a single file is all it takes to build a fully functional Snappy application.

 

The custom contact application allows you to load customized contact information from any third-party system. The application settings window accepts two options: URL and Token

URL: This is the URL that will be called when a contact lookup request is performed. The HTML returned from this URL will be displayed in the custom contact lookup window.

Token: You may specify a random "token" string that will be passed to the URL as the "token" POST field. You may use this token to verify that the lookup request is actually from Snappy.

After activating the application, you will see an icon for your custom contact application in the contact detail window, which may be opened by clicking on any contact name or e-mail address on a ticket.

 

You can setup the Slack integration by visiting the Apps page once login into Snappy as an Owner or Administrator.

Click on Slack. This will open the Slack configuration window:

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Endpoint: This is the Slack incoming webhook address. You can set one up here

Channel: This is the Slack room that you want Snappy to post to.

New Tickets - Check if you want a Slack post on new tickets in Snappy.

Replied Tickets: - Check if you want a Slack post on ticket replies.

Wall: - Check if you want a Slack post when a post is added to the Snappy Wall.

Active: Check to enable the integration.

 

Snappy apps are a way for you to integrate Snappy with a third party system. To get started with one of the included, just click the Apps from your account settings drop-down menu:

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