HappyFox Help Desk Tour

Email

Don’t let customer emails slip through! Point your support email address into HappyFox’s support ticket system to have all incoming emails converted to actionable tickets.

Voice

Speak with your customers right from your Help Desk! All calls, transcripts, and recordings will take the form of a newly created ticket within HappyFox.

Social Media

Want to track, prioritize, and follow-up on social media requests from one place? HappyFox lets you keep an eye on social media mentions and messages from Facebook and Twitter.

Live Chat

Add a chat plugin to your support center or your website by integrating with HappyFox Chat or other supported live chat widgets. Record all customer conversations as Help Desk tickets.

Self Service

Help end users resolve issues on their own. Manage knowledge base articles and FAQs in various languages and intelligently deflect ticket creation. Build customizable new ticket forms to gather incoming service requests.

Internal Communication

Using Slack or Microsoft Teams to manage internal support? Enable users to create tickets and receive notifications in business communication platforms through powerful integrations.

Ticket Categories

Classify your inbound tickets into predefined categories like products, sales, support, etc., and see your omnichannel requests flow into the right ticket categories of your support ticket system.

Private Notes for Collaboration

Solving a customer’s ticket often requires internal discussion with subject matter experts. Use private notes to alert your team and discuss tickets confidentially.

Ticket Templates

You can use ticket templates to pre-fill ticket properties including custom fields. By creating multiple templates, you can simplify ticket creation for recurring issues.

Ticket Actions

When your customers’ issues are complex, managing multiple tickets around them can be perplexing. With HappyFox, you can clone, relate, merge, or split tickets to manage complex issues & requests.

Canned Responses

Common questions from cropping up again and again? With Canned Actions, your agents can create a predefined set of reply templates that they can send out with a single click.

Task Management

Break down complex tickets into constituent tasks. Create and manage all the tasks involved in resolving a ticket, inside the tickets page.

Internal Knowledge Base

Create Knowledge base articles and FAQs for your agents or select customers. Share knowledge seamlessly and ensure rapid training.

External Knowledge Base

Create Knowledge base articles and FAQs for the general public. Enable your customers to help themselves!

Multilingual Knowledge Base

Create knowledge articles in multiple languages to onboard a global team effectively and enable them to create their own content that addresses common customer issues in their own language.

No-code Support Portal builder

Build your own, SEO optimized, mobile responsive support portal so that it adheres to the look and feel of your brand!

Contact Portal

Build a completely customizable contact portal for your customers where they can log in and track their tickets.

AI-powered Chatbots

Leverage Chatbots to enhance your support and help customers get real-time answers from your knowledge base content any time they want.

Smart Rules

Define your own trigger conditions and automate everyday actions in your Help Desk and ensure so no change or event is missed.

Auto Assignment

Reduce the time spent assigning tickets and use intelligently routing algorithms to assign tickets to the right agent.

Service Level Agreements (SLA)

Improve productivity of your support team by automating escalations and ticket reassignment based on your SLA, number of responses, etc.

Ticket Notifications

Get notified about everything happening on your Help Desk with Email, Slack or Microsoft Teams notification templates, wherever you go.

Custom Roles and Permissions

Let the roles assigned to your support agents take precedence in deciding who gets access to data and who is allowed to take critical actions.

Multi-Brand Help Desk

Create customized knowledge bases for each brand or product, have a separate new ticket form and customer portal so that your support is personalized, unique, and simple.

Work Schedules

Does your support team work in different shifts? If yes, work schedules can help you clearly define the work timings of your support team and that ensure the volume of work is completed in the most efficient way possible.

Custom Fields

Go beyond the basic form and collect additional contacts, ticket-specific information, etc. using custom fields to resolve support queries in the shortest possible time.

Custom Queues

Customize your personal workflow while resolving customer queries. Create a personalized queue to display tickets in the preferred order, say, from multiple categories, statuses, and ownership.

Audit Logs

Keep track of Help Desk change management using Audit Logs. Be Compliant with standards and ensure agent accountability.

Asset Management

Transform your Help Desk into an IT service desk. Enable your IT team to track and manage all your hardware and software assets in one place.

Contact Management

Maintain a live repository of customer profiles. Use custom fields to add additional information or add them to groups to segregate them!

Automatic Ticket Deletion/Redaction

Ensure industry compliances and enhanced data privacy by configuring rules that will automatically delete or redact customer data from Help Desk.

Data Security

HappyFox is committed to providing robust security for all its customers and their data stored across all its products & services.

IP Restrictions

HappyFox allows you to whitelist the IP addresses from which agents can access their agent portal

Custom SSL certificates

Encrypt your communication between web browsers and web servers. All HappyFox accounts come with an in-built SSL customization module.

Single-Sign-On options

Set up a single sign-on (SSO) script to authenticate agents and customers on your HappyFox account by letting them use their existing credentials.

Two Factor Authentication

Significantly decrease the risk of unauthorized access and system breaches by incorporating an additional layer of security using Two Factor Authentication (2FA).

Session-based Security

Automatically log out when an agent leaves the computer unattended while still logged in.