HappyFox | Support Portal | Submitting and Managing Tickets

Kayleigh Gauthier

Jun 22, 2026

HappyFox is the support portal used by Modular Solutions to manage all partner and client requests. This article covers how to access the portal, submit support and change requests via portal or email, track your tickets, and communicate with the Modular team.

Accessing the Portal

Log in using your assigned credentials. Access details are provided during onboarding by your Modular Solutions contact. You must be logged in to view ticket history and manage existing requests.

Resource	Details
Support Portal	https://supportdesk.gomodular.ca
Submit New Ticket	https://supportdesk.gomodular.ca/new/
Access Issues	Contact your Modular Solutions representative to have credentials reset.

Submitting a Ticket

There are two ways to raise a request with the Modular team: directly through the support portal (recommended) or by email. Both methods create a ticket in the same system.

Option 1: Via the Support Portal (Recommended)

Navigate to https://supportdesk.gomodular.ca/new/ or log in and click Submit Ticket in the top right corner of the portal. Complete all fields and click Create Ticket to submit. Your ticket will enter the Modular queue immediately and a confirmation will be sent to your registered email address.

Field	What to Enter	Guidance
Category	Support Issue or Change Request	Select the type that best matches your request. See Section 3 for definitions.
Subject	Short, specific title for your issue	Use keywords that summarise the problem. Example: “Policy endorsement not saving — Broker X”
Message	Full description of the issue or request	Include what happened, when, what you expected, and any steps to reproduce. More detail means faster resolution.
Attachments	Screenshots, files, policy numbers	Optional but strongly recommended. Visual evidence significantly reduces diagnosis time.

Option 2: Via Email

Send your request to [email protected]. HappyFox automatically converts the email into a ticket in the same queue as portal submissions. The reply from the Modular team will include your unique ticket ID in the subject line, which should be used for all subsequent communication on that request.

Compose an email to [email protected].
Write a clear subject line using keywords that quickly summarise the issue.
Describe the issue in full in the email body: what happened, when, and what you expected.
Include steps to reproduce the issue where applicable.
Attach screenshots or supporting files where relevant.
Send the email. A ticket is created automatically and you will receive a confirmation containing your unique ticket ID for all future communication.

Note: The portal is the preferred method as it captures structured information upfront and gives you immediate visibility into your queue.

Request Types

Selecting the correct category ensures your ticket is routed and prioritised correctly.

Category	When to Use
Support Issue	Something is not working as expected. Use for system errors, unexpected behaviour, or anything blocking your work on the platform.
Change Request	You need something added, modified, or configured. Use for new functionality, workflow changes, or platform adjustments specific to your account.
General Enquiry	Questions, clarifications, or information requests that don’t fit the above. If unsure, use this option — the Modular team will reclassify on receipt.

Tracking Your Tickets

Log in to the portal at any time to view your full ticket list. Filter by status using the options at the top of the ticket list view. Each ticket shows the full conversation thread, timestamps, and all updates from the Modular team in chronological order.

Status	What It Means
New	Ticket received and in the queue. Not yet assigned.
In Progress	Actively being worked on. No action required from you unless the team reaches out.
Pending	Waiting on additional information from you, or on a scheduled change. Check the ticket thread for details on what’s needed.
Resolved	Request completed. The ticket remains in your history for reference.

Communicating on a Ticket

All communication related to a request should happen inside the ticket. This keeps the full conversation in one place and ensures nothing is lost across separate email threads. To reply on a ticket:

Log in and open the ticket from your ticket list.
Scroll to the reply field at the bottom of the conversation thread.
Type your message or attach any additional files, then submit.
The Modular team is notified automatically.

If new information becomes available after submission — updated urgency, additional context, or a missing file — reply on the existing ticket rather than opening a new one. This keeps the full history intact and avoids duplication.

Prioritisation

Tickets are triaged by the Modular team based on business impact. Indicating urgency at submission helps, and urgency can be updated at any time by replying on the ticket. The following factors drive escalation:

Priority Factor	Examples
System-blocking issues	Platform inaccessible, module non-functional, or core workflows cannot be completed.
Financial impact	Issues affecting billing, payments, bordereaux, or financial reporting accuracy.
Production issues	Anything affecting live policies, active users, or in-force business operations.

Best Practices

One issue per ticket. Separate tickets allow each item to be routed, tracked, and resolved independently.
Include your policy or account reference. Policy numbers, broker names, or transaction references remove ambiguity and speed up investigation.
Attach screenshots. Visual evidence of errors or unexpected behaviour significantly reduces diagnosis time.
Reply on the existing ticket, not a new one. Opening duplicates splits history and delays resolution.
Flag urgency changes promptly. If a ticket becomes more time-sensitive after submission, reply on the ticket to flag this and the Modular team will reassess priority.
Check the Knowledge Base first. Guides and answers to common questions are available in the Knowledge Base section of the portal and are often the fastest path to resolution.

Notes and Edge Cases

You must be logged in to view ticket history and manage existing requests. Tickets submitted by email are created in the system, but can only be tracked through the portal once you have logged in.
First-time submitters will receive an account activation email from HappyFox after their first ticket is created. Click the link in that email to set your portal password and gain full access to your ticket history.
When responding to a ticket by email, HappyFox appends the ticket ID to the email subject line. Always keep this in the subject when replying to ensure your response is attached to the correct ticket.
If you are unsure which category to select, choose General Enquiry. The Modular team will reclassify and route the ticket appropriately on receipt.

Document Owner: Modular Solutions — Partner Success | Platform: HappyFox | Last Updated: April 2026