HappyFox is a 2011-founded ticketing software provider that promises to simplify helpdesk capabilities across multiple channels dramatically. It centralises ticket and service requests from email, phone, chat, and the web, prioritising them using AI so users can provide efficient support. The company recently announced free live chat software for up to 10 agents, using HappyFox’s best-in-class AI technology to boost performance.
HappyFox is used by leading B2c companies worldwide, such as Whirlpool, Jabra, Sennheiser, and others.
HappyFox launched its helpdesk integration for Microsoft Teams in 2020, allowing Teams users to access and resolve service requests from inside Teams. While users won’t get the full omnichannel features of HappyFox, it enables several practical advantages for Teams users, like real-time notifications, a searchable knowledge base, and a select few Quick Actions. The integration is available to all paid HappyFox subscribers and is ideal for small to mid-sized businesses that receive a moderate number of daily tickets.
Agents could potentially convert Teams into their primary helpdesk backend, thanks to HappyFox. Here is our full review:
Inside HappyFox for Microsoft Teams
The HappyFox Teams integration is available as part of the software’s Fantastic, Enterprise, and Enterprise Plus editions, not with the entry-level Mighty.
Once users have subscribed to HappyFox using any of these three licenses, they can set up the Teams integration directly from the agent interface. Users should Log into HappyFox as an agent, go to Apps > Chat > Microsoft Teams, and click on Install. Alternatively, they can download the HappyFox app directly from the Microsoft Teams marketplace. They can add HappyFox to a particular team or channel on the Teams platform to start using the integration.
The key features enabled by HappyFox include the following:
- Channel notifications: Agents can set up the app to send various notifications via Teams, covering all the everyday ticketing events. From the central HappyFox platform, users can navigate to Manage > Apps > Chat > Microsoft Teams > Manage functionality to set up their notifications. Users can alert a Teams channel when creating a new ticket, when there is an agent or contact response, when a ticket’s category or assignee changes, if an agent uploads a private note, when a ticket is closed, or if an SLA is ever breached. This is the flagship capability of HappyFox’s Teams integration, so the notification set-up will significantly determine the entire user experience.
- View ticket details in Teams: When help desk providers receive a notification on any of the above-mentioned events, they will be able to view the contents in the form of adaptive cards. The card carries all the relevant details about the ticket, including ticket ID, title, and message. What’s more, Teams users can also see the ticket assignee as well as an email ID to contact in case of any doubts. The card specifies the ticket status and priority as well.
- Actionable tickets in Teams: In addition to viewing tickets, users can actually act on them or close them right from the Teams interface. The card lets agents change ticket properties once they have completed the task and mark the status as “closed” instead of “open.” or, they can reply to the ticket to start a discussion and get help from colleagues.
- Searchable knowledge base: Those new to the HappyFox integration for Teams, can streamline the learning curve by going through the company’s robust knowledge base. We liked that the knowledge base is searchable directly from the Teams platform, which means that you won’t have to switch apps to get help. Simply @mention the HappyFox bot and type in a search query to get help with a ticketing task or HappyFox workflow.
- Ticket creation in Teams: Apart from asking for help, you can @mention the HappyFox bot and create a ticket from scratch. The app lets you enter essential details like ticket category, subject, and message, to be notified as a card.
Why the HappyFox App Makes a Difference
HappyFox is a massively popular helpdesk management and ticketing tool, consolidating requests across channels to give agents centralised visibility. The Teams integration significantly improves the experience, allowing users to work on service requests and tickets as part of their regular workflow and conversations, without having to switch apps or sacrifice context.
What We Think
HappyFox, with its myriad integrations such as Teams, Salesforce, Jira, RingCentral, and even Twitter and Facebook, is an excellent tool for customer support and help desk providers. Download it here.
