Sort your tickets based on custom categories
The problem with your inbox is that you could possibly create folders, but you will still find it difficult to sort every email in a folder. With HappyFox, you can create custom categories for all your tickets, group each email in the respective category and address them at will. Save time spent on looking for tickets in a cluttered mailbox and improve your productivity.
Assign tickets automatically
With HappyFox Round Robin Assignment feature, your incoming tickets will be automatically assigned to the correct staff on a periodic cycle to ensure no staff is overloaded and no ticket is left unassigned. Alleviate your assignment worries with HappyFox Ticket Tracking Software
Custom Statuses for your tickets
HappyFox also lets you create custom statuses for your tickets. If you have a lot of tickets pending for admin approval, create a status saying ‘Admin approval’ so that those tickets will no longer need your attention and will also be easy to find in your ticket queue.
Custom notifications for
Tracking each incoming ticket, replying manually can get tedious and quite boring too. Create email templates in HappyFox so that you can automate these replies to your customers. Build notification templates
for ticket assignment, resolution and replies so that you will never have the need for typing reply emails to any customer.
SLA Management and Ticket tracking features
Customer support comes with metrics. HappyFox has a robust SLA management feature
where you can set SLAs for first response time, assignment time, contact response time, staff reply time and ticket resolution. Thus, you can make sure that at no level is the ticket delayed. There is also a red dot displayed next to every ticket to show that a ticket is unresponded and that it needs action.
Advanced Search and
HappyFox makes your mailbox look like a tool from the distant past. With a powerful advanced search feature, you can search for tickets based on any parameter like Customer name, Assignee, Due date etc and immediately find the required ticket. In fact, you can even save these searches for future querying purposes.
Ticket re-assignment, automated with the help of Smart Rules
HappyFox has a Smart Rules
feature that lets you automate ticket re-assignment based on preset parameters. When a ticket is nearing SLA expiry or if there have been too many back and forth discussions, you can create rules for such tickets to be automatically re-assigned to a senior staff. You can avoid any delays while simultaneously removing the need for manual intervention and tracking.