HappyFox Service Desk’s ticket management area isn’t as attractive or colorful as HaloITSM’s, but it’s still flexible and easy to navigate. The extended sidebar lets you navigate between different types of tickets based on their relevant incidents, service requests, status, and more. You can customize this sidebar with additional queues to further streamline ticket organization, making it simple for agents to find what they need.
(Credit: HappyFox/PCMag)
Actual tickets take up the rest of the interface. You see all of the information you need to choose the ticket you want to address, including its title, first line of description, priority level, associated employee and team, and assigned agent. If the ticket has a due date, this will appear, too. HappyFox Service Desk sorts tickets by recency by default, but you can reorder them by last update date, priority, and status.
Clicking a ticket opens a side tab with the full ticket message, along with options to reply to the ticket or create a private note. The reply box includes buttons to add canned responses and articles from the knowledge base, so your agents can efficiently handle common questions. You can also use the bar across the bottom to change the assignee, due date, priority, and status of the ticket.
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If you need to do more than the sidebar allows, you can click a ticket’s title to open a page with even more information, including any associated assets, the employee’s full contact details, and related tasks. This view is helpful for complex requests that require in-depth responses.
(Credit: HappyFox/PCMag)
From the Settings > Tickets section, you can customize ticket statuses and priority levels. It’s also possible to use the Service Catalog to build databases of existing products and facilities, which you can then associate with specific teams across your business.
The ticket submission process is straightforward. Employees submit tickets either through a Service Desk-created email inbox or via a service portal, to which you can provide employees access. The default service portal form lets employees customize their request by addressing it to a specific support team and selecting impact and priority levels. These fields, and any custom ones you add, can help ensure that tickets reach the most relevant support agent efficiently.
Planned Slack and Teams integrations should allow you to submit tickets directly through the messaging platforms. Finally, you can also ask the HappyFox team to enable support requests through social media platforms, such as Facebook, or live chat systems.
