HappyFox Help Desk Features
What are the features of HappyFox Help Desk?
Platform
- Mobile User Support
- Customization
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
Communication Channels
- Customer Portal
- Email to Case
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HappyFox Help Desk Categories on G2
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Platform
Mobile User Support | Based on 25 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 72% (Based on 25 reviews) | |
Customization | Based on 48 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 48 reviews) | |
User, Role, and Access Management | Based on 42 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 87% (Based on 42 reviews) | |
Integration | Based on 26 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 87% (Based on 26 reviews) | |
Reporting | Based on 55 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 83% (Based on 55 reviews) | |
Dashboards | Based on 53 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 85% (Based on 53 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 66 HappyFox Help Desk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 91% (Based on 66 reviews) | |
Ticket Response User Experience | Based on 65 HappyFox Help Desk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 91% (Based on 65 reviews) | |
Workflow | Based on 59 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 87% (Based on 59 reviews) | |
Automated Response | Based on 61 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 89% (Based on 61 reviews) | |
SLA Management | See feature definition | Based on 45 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 87% (Based on 45 reviews) |
Attachments/Screencasts | Based on 57 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 84% (Based on 57 reviews) | |
Ticket Collaboration | Based on 55 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 88% (Based on 55 reviews) | |
Customer/Contact Database | Based on 15 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 83% (Based on 15 reviews) |
Communication Channels
Customer Portal | Based on 47 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 89% (Based on 47 reviews) | |
Email to Case | Based on 57 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 91% (Based on 57 reviews) | |
Live Chat Support | Based on 23 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 86% (Based on 23 reviews) | |
Social Media Integration | Based on 21 HappyFox Help Desk reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 87% (Based on 21 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. | Not enough data | |
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. | Not enough data | |
Ticket Notifications | Notifies the IT team when a ticket needs action. | Not enough data | |
Knowledge Base | Provides a forum for answers to common questions. | Not enough data | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. | Not enough data |
Reporting
Dashboards | Displays important metrics relating to performance. | Not enough data | |
Time Tracking | Tracks time worked on a ticket. | Not enough data | |
Surveys | Provides surveys to measure employee satisfaction. | Not enough data | |
Priority Case Alerts | Informs stakeholders of activity on escalated or high-value cases | Not enough data | |
Trend Analysis | Evaluates frequency of types of complaints | Not enough data | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring | Not enough data |
Access & Usability
Mobile | Enables access to service desk features via mobile device. | Not enough data | |
Self Service | Enables employees to view the status of their tickets. | Not enough data | |
Active Directory | Provides a directory of all users within an organization. | Not enough data | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. | Not enough data |
Self-Service Experience
Knowledge Base | Based on 25 HappyFox Help Desk reviews. Provides a repository of information that can be used by those seeking support. | 87% (Based on 25 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 23 HappyFox Help Desk reviews. | 89% (Based on 23 reviews) | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. | Not enough data | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. | Not enough data | |
Macros | Allows administrators to create templated responses to frequently asked questions. | Not enough data |
Channels
Ability to connect agents with customers through Live Chat.
| Not enough data | ||
Social | Connects employees with customers through a social media solution. | Not enough data | |
Live Chat | Ability to connect agents with customers through email.
| Not enough data | |
Phone | Connects employees with customers through a calling solution. | Not enough data | |
Text | Ability to connect agents with customers through text message solution.
| Not enough data | |
Multi-Channel Coverage | Software incorporates multiple digital communications channels. | Not enough data | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. | Not enough data | |
Physical Media | Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | Not enough data |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. | Not enough data | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. | Not enough data | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | Not enough data | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | Not enough data |
Administration
Database Management | Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. | Not enough data | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs | Not enough data | |
Issue Management | Provide workflows to create and escalate issues related to risks and requests | Not enough data | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took | Not enough data |
Compliance
Policies and Controls | Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. | Not enough data | |
Data Governance | Ensures user access management, data lineage, and data encryption | Not enough data | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. | Not enough data | |
Auditing | Perform ad-hoc or ongoing IT audits at different levels of the company. | Not enough data |
Data Security
Risk Data Attributes | Identify risk data attributes such as description, category, owner, or hierarchy. | Not enough data | |
Data Transport | Protects data with some form of encryption as it leaves your secure or local network. | Not enough data | |
Access Management | Allows administrators to set user access privileges to permit approved parties to access sensitive data. | Not enough data | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. | Not enough data |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. | Not enough data | |
Create Content | Includes or integrates with content creation apps. | Not enough data | |
Personalization | Outbound communications are segmented and personalized. | Not enough data | |
Inbound Identification | Inbound contacts are identified and handled based on history. | Not enough data | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | Not enough data |
Usability
All-Employee Access | Permits use by job roles outside of service department | Not enough data | |
Supporting Documents | Allows linking of useful information such as screen shots | Not enough data | |
Two-Way Communication | Provides direct contact between CSRs and customers outside of milestones | Not enough data |
Productivity Tools
Notes | Allows users to leave notes or comments on emails or relevant cases. | Not enough data | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. | Not enough data | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. | Not enough data | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. | Not enough data | |
Templates | Allows users to create canned answers or templates for email responses. | Not enough data | |
Integrations | Integrates without outside software to provide additional functionality or pull information. | Not enough data | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. | Not enough data |
Analytics
Performance Tracking | Tracks performance and productivity of users inside the application. | Not enough data | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. | Not enough data |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles | Not enough data | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content | Not enough data | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement | Not enough data |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query | Not enough data | |
Suggestions | Analyzes customer support tickets or conversations to suggest relevant knowledge articles | Not enough data | |
Decision Trees | Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | Not enough data |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. | Not enough data | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. | Not enough data | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Transcripts | Maintains a transcript of conversations from all channels. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
