Manual ticket entry
Every phone call and email had to be entered by hand, consuming approximately one FTE across intake, dispatch, tracking, and reporting.
About
NTT Research focuses on optical computing, cryptography, biomedical engineering, artificial intelligence, and other strategic domains. IT supports researchers, business operations, and facilities across multiple locations. Operational efficiency helps the organization support its research work.
The challenge
No direct submission
The previous setup offered neither email submission nor a web portal for requesters.
Limited self-service
Users lacked ticket-status visibility and a knowledge base.
Other teams worked around IT tooling
Departments relied on email and spreadsheets, leaving gaps in request visibility and workload management.
The implementation
Email routed to the right queue
Users kept their existing email addresses while submissions automatically entered the appropriate work queue.
Running within two months
CIO/CISO Matthew Ireland and an IT specialist configured HappyFox with the success team alongside their other projects.
Training happened organically
The team relied on the intuitive interface, built-in help, and chat support during adoption.
Requesters gained visibility
Users could follow ticket status without logging into another system, while knowledge management supported self-service.
Results and benefits.
Manual intake was eliminated
Email-to-queue routing removed the intake burden that had consumed the equivalent of approximately one FTE.
Fewer repetitive inquiries
Real-time status reduced status questions, and the knowledge base reduced repetitive requests.
Other departments joined
IT, Security, Marketing, HR, and Legal now use HappyFox; onboarding and offboarding automation helps coordinate their work.
Leadership could plan capacity
Inbound volume and monthly reporting inform allocation, with improvements in ticket-to-resolution metrics, workload distribution, and customer satisfaction.
Customer quote
“HappyFox doesn’t try to be everything. It has the critical foundational pieces such as AI workflow automations, visibility, knowledge management, MDM integration, in my opinion done well. It’s fit-for-purpose without the complexity and years-long implementation cycle.”
Why HappyFox
- Email-to-queue routing
- Workflow automation
- Self-service portal
- Knowledge base
- Fast implementation
- Workload visibility
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