Requests arrived everywhere
Email, phone calls, and direct conversations with IT staff made support difficult to track centrally.
About
CenClear provides early childhood education, mental health services, and substance use disorder treatment to children, adults, and families. Its IT team supports multiple locations and remote and mobile employees across numerous counties. The team manages thousands of technology assets alongside Microsoft 365, clinical applications, and electronic health records.
The challenge
Ownership was hard to see
Across locations and programs, IT needed clearer responsibility and prioritization for each request.
Individual inboxes held the context
Requests needed to remain visible and actionable regardless of which IT employee received them.
Service needed measurement
The team wanted a consistent record from initial contact through resolution.
The implementation
Workflows matched existing processes
The team configured categorization, routing, prioritization, assignment, and automation around different request types.
A straightforward rollout
IT found HappyFox relatively easy to learn and refined its configuration as needs evolved.
Support reached staff in Teams
Employees contact IT through email, phone, the Support Center, and Microsoft Teams, their primary communication platform.
Reporting supported daily oversight
Leadership uses ticket activity, aging, and workload information to identify backlogs and unresolved requests.
Results and benefits.
953 tickets per month
The IT team handles an average of 953 monthly tickets in one centralized platform.
Clearer leadership visibility
Managers can review volume, aging tickets, individual workloads, and outstanding issues to decide where to intervene.
Troubleshooting became reusable
Previous tickets preserve resolutions and help the team identify recurring technology problems.
A measurable service model
IT increasingly focuses on first-response time, resolution time, open-ticket aging, and volume by category.
Customer quote
“For us, HappyFox has helped move IT support from simply responding to problems toward managing support as a measurable organizational service.”
Why HappyFox
- Flexible workflows
- Automation
- Ease of use
- Reporting and visibility
- Microsoft Teams integration
- Configurability
More customer stories
HappyFox provides a modern, intuitive experience with well-integrated features, backed by excellent customer service.
HappyFox doesn’t try to be everything.
HappyFox brought a level of sophistication to our IT support system that was previously unimaginable.