Case management software is a tool that is designed to manage complex support workflows like employee onboarding, legal claims, and complaint resolutions that require both human effort and intelligent automation. It supports items like issue collaboration, contact management, and storage of attachments that affect the end-to-end lifecycle of a case.
A typical mailbox cannot support the large volume of inflowing cases. We need a case management solution that can customize case arrangement, provide omnichannel support, aid self-service, and provide automation and real-time reporting capabilities.
Optimize Case Management With HappyFox Help Desk
Better control over customer management
Search and view cases with ease
Use reports to improve case resolution
Categorize and resolve cases systematically
Omnichannel ticketing system
Perform personalized case management for tickets from multiple channels like email, social, API, forms, chat & phone.
Organized Ticket Dashboard
Automatically sort cases into custom categories like support, billing, sales, etc., and tag them on the basis of priority, status, and assignee.
Embedded case submission form
Make it easy for customers to submit cases directly from your website instead of typing out emails.
Customize support with contact details
Make it easy to prioritize personalized customer care and better manage cases with readily available details about your customer.
Collaborate internally when replying to emails to save time and provide better support. Notify and rope in other team members for a quick discussion to gain clarity by leaving them a Private Note on the ticket.
Mass reply and mail linking
Quickly select related tickets and apply bulk actions like adding replies, changing ticket status, assignee, and due dates. You can also merge, split, relate, and forward multiple tickets at once.
Build a no-code, customizable, multi-lingual, and mobile responsive knowledge base with HappyFox and create a repository of KB articles and FAQs on it. You can deflect repetitive tickets by intelligent case deflection.Explore knowledge base
Boost agent productivity, save time, and ensure even work distribution with auto-assignment algorithms and bulk updating and closure of tickets. You can also set up process automation rules with conditional knowledge to solve complex case management support scenarios.Explore workflow automation
Validate your support operations by gathering and analyzing case inflow through various channels, agent activity, and high-performance metrics like FCR%, time to closure, and response rates. You can even create custom reports and drill down to a single ticket level.Explore HappyFox Business Intelligence
Manage each component of a case and efficiently resolve issues with HappyFox Help Desk.