IT Help Desk Software

What is an IT Help Desk? How it is different from a Service Desk?

An IT Help desk or acts as the single point of contact (SPOC) for your users to request Information Technology(IT) related support. Whether the users are within your organization or from outside, a Help Desk support software will help sort, categorize and manage all these issues from one single intuitive interface.

Service desk software is focused on the IT service management system using the ITIL framework. Some service desk teams that don't necessarily follow the ITIL framework but would still require features like asset management, problem management, change management, and approval management. These IT teams usually prefer a help desk system over a service desk.

HappyFox combines the best of both worlds of IT help desk and IT service desk - catering to every IT management scenario and giving you complete control over an issue’s lifecycle.

Track IT Incidents and Outages with an Efficient Ticketing System

HappyFox tickets can be grouped into different categories like Incident management, outages or Service Requests.
Get support requests from multiple channels - Email, Phone, API, Ticket Forms, Chat, etc.
HappyFox makes it easy to customize your service desk to the needs of your business workflows, using custom fields, priorities, and statuses.

Assigning tickets to the appropriate users and departments helped funnel an otherwise unweildy ticket pile.

Joe Runciman
Accelerate Education

Make informed Decisions with Realtime Help Desk Reporting

Monitor Ticket Inflow through various channels, Identify peak hours and tweak agent availability.
Report on high-level View high-level performance metrics like FCR % (First call resolution), Time to closure, Response times, etc. and drill down by ticketing properties.
Boost your IT support team’s performance using Insights from the Agent Activity Report . Quantify Ticket Participation and identify top performers.

Manage Help desk Performance and 3rd party Relationships with Service Level Agreements (SLAs)

Measure, Monitor & Report your SLAs.
RAlerts and Escalations to help ensure timely resolution of issues/requests.
Define business hours across time zones and regions depending on your help desk staff availability and enforce SLAs only when your agents work.

Benefits of using an IT Help Desk Software

CUsing a customer service platform to support your IT help desk operations can bring numerous benefits.

Remove the need for manual tracking of support mails.

Increase support productivity with a centralized issue tracking interface.

Save precious time and reduce bottlenecks in business processes.

Encourage self-service and build relationships with customers.

Enable Clients/Employees to Self-Serve themselves

Create a repository of FAQs and Knowledge base articles for repetitive end-user requests/inquiries.
Build a beautiful, branded, Mobile Responsive IT Support Center using a no-code drag and drop builder.
Reduce your incoming ticket inflow through intelligent ticket deflection.

Put Your Repetitive Support Workflows on Autopilot

Auto-assign tickets to the right agents through intelligent auto-assignment algorithms.
Set up powerful automation rules with conditional logic to solve complex technical support scenarios.
Audit Logs and intuitive automation builder (Smart Rules) makes automating help desk functions fast and easy.

Go Auto-Pilot for repetitive support workflows

Streamline Workflows and Productivity with Integrations

Link support tickets and JIRA issues to double up as a bug tracking system.
Provide exemplary remote customer support with LogMeIn Rescue Integration.
Synchronize issue comments and ticket replies between HappyFox and GitHub and improve Developer & Support collaboration.

Track and Manage Software and Hardware Assetsin one place

Manage asset requests by searching for existing assets and linking them to a ticket.
See complete info about assets within the tickets, and make informed decisions.
Import all your existing Software and Hardware assets into HappyFox.