Serve your customers faster with help desk automation.
Automate repetitive tasks using smart help desk workflows.
Engage your support staff evenly! Using a smart round-robin feature that automates ticket assignment to the staff pool. Eliminate the need for an admin intervention. Now, you are smarter and faster than ever with your responses.
Enable Round Robin assignment based only on Active staff. Therefore, any new ticket will only be assigned to staff who are currently active. Staff can use a simple toggle to shift from Active to Inactive. Further, Admin can also set a maximum number of tickets per staff. Once the throttle limit is reached for all staff, tickets will stay unassigned until they are assigned manually or any assigned ticket gets resolved.
Use smart rules to drive help desk automation, by setting triggers and macros. Automate the setting of status, priority
and due date to tickets
With an automated help desk like HappyFox, your staff and admin stay informed about tickets created, customer replies, staff assignment and more, through automated help desk notifications. By creating an automated workflow, set predefined conditions for tickets to be assigned to staff based on criticality, value of customer etc.
Improve productivity of your support team by automating escalations and ticket reassignment based on your SLA, number of responses etc. In case a ticket is nearing SLA or
there are too many replies back and forth between support
staff and customer, create workflow automation for the ticket
to be automatically escalated to your higher management for them to address.
Without the smart rules, my job would have been a lot more difficult. I have 30-40 smart rules that sit there in the background doing what I asked them to do!
Say, your support staff is busier than usual with a surge in customer requests. With an automated help desk like HappyFox, your staff and admin stay informed in the meantime about other tickets created, customer replies to these tickets, staff assignment and more, through help desk notifications.