LOADS OF FEATURES AND
LITTLE BELLS AND WHISTLES

happy you, happy your customers


EASY TO USE
YET POWERFUL


We put everything we thought was cool and good into HappyFox. It’s a feature-rich, robust little piece of software, that does everything you ask of it, and a bit more. Without taking water breaks.

Explore the product with a quick tour.

A help desk within easy reach
Allow your customers to submit requests via the web or by simply sending you an email
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Manage tickets efficiently
An intuitive and ambient help desk environment for you to work in.
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Customize your help desk
HappyFox matches your business needs, right down to the last detail.
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Personalize your ticket queue
Choose your preferred sequence in which tickets should be displayed.
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Increase your productivity
Make use of handy enhancements, such as Mass Reply, to perform a single action on multiple tickets.
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Automate repetitive actions
Create business rules that run in the background, automatically.
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Stay on top of customer support activities
Use insightful reports to display key statistics and export these reports for further analysis.
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Customer Interface

A self service ticket management interface for your customers to submit requests over the web. Customizable submission forms ensure you're able to collect specific information and guide customers as they submit a support request. Customers can subsequently use this interface to view requests they've submitted in the past as well as responses from your support staff.

Knowledge Base

Create an online reference medium with technical documentation and/or support articles for your customers to access. The Knowledge Base is part of the Customer Interface and allows you to build resourceful articles (with images, videos and file attachments) that your customers can refer to.

Two-way Email Integration

HappyFox not only allows you to convert emails into tickets but allows you to respond to any incoming ticket using any email client, on your desktop or mobile device. Respond to any notification received on a ticket and it would get appended to your HappyFox ticket thread.

Customizable Notifications

You can customize all incoming and outgoing notifications. You also have different templates for different categories setup in your HappyFox account. For instance, the auto-responder for a sales query could be different from a support email.

Canned Actions

Multiple activities on a ticket, such as changing a status and inserting a pre-defined template when responding to a customer, can be performed through a single canned action. Create additional canned actions that can be performed on a ticket, whenever required.

Personalized Dashboard

Think of it as a home screen for your customer support staff, to gauge their ticket quota for the day and decide whether to resolve those critical tickets first or see the messages left by other agents on the help desk.

Automate with Smart Rules

Do high priority tickets need to be resolved by a specific support staff? Or perhaps John is the only one who handles requests from your very important clients? Whatever the need, automate repetitive actions and reduce the need for manual processes.

Escalate Tickets

Create automated rules to notify agents whenever a ticket remains unanswered past a certain time period. Choose a preferred time period, set multiple levels of escalation rules and ensure that every request from your customers is answered.

Custom Fields

Create custom fields on tickets to add more detail, such as the type of issue or any element of data that's required to solve the issue. You can either have customers fill in this information or do it yourself whilst handling a ticket.

Private Notes

Customer support staff spread across locations can interact and share information with each other, through the use of private notes on tickets. Any information on a private note is visible only to support staff and not to the customer.

API

Integrate with 3rd party applications such as your CRM and extract relevant data from your help desk. HappyFox's API is a RESTful web service that allows you to link multiple applications in the manner you wish to.

SLA Management

Let HappyFox assist in helping you reach your performance goals. Create and manage any SLAs that you may have as part of your support services. Conditions and objectives can be set for each SLA and linked to individual work schedules, ensuring that SLA timelines are calculated over relevant working hours.

 

Our Happy Customers

"As a leading global business school which delivers consistent IT services to its students across multiple timezones, our search for a user friendly and flexible support system proved challenging. After reviewing HappyFox, we were impressed with the simplicity and effectiveness of the user interface, as well as ease of management. We look forward to its continued use and the productivity gains we will reap as a result."
- Yousuf Khan, CIO, Hult International Business School