I was contemplating a number of sensational titles for this article, but finally settled on a sober, straight forward one…

The first step in mastering customer relationship management is organizing all your customer contact information in a way that makes…

In life, there is room for improvement in almost everything do. So does customer support. A bunch of scripts, few…

HappyFox is fully loaded. Each line of code and every pixel of design is carefully thought out to help you…

Seven years ago, when we decided to release a ticket system built for internal use as a product, we thought…

Customer support is a delicate and complex process. There are lot of moving parts and unknown variables in the support…

To provide better customer support, the support team should be equipped with better information. At times, it might take a…

Customer service needs to stay personal. Not every response could be generic. But in some cases, you might need to…

The HappyFox dashboard is a thing of beauty. At any given minute, you can checkout the key metrics of your…

HappyFox is ten months old. It’s built on the rock solid Helpdesk Pilot platform, a pioneer in the helpdesk solutions…

If an existing ticket thread seems to cover more than one issue and needs to be segregated into individual tickets,…

HappyFox provides you with a convenient way to add one or more related ticket(s) to any ticket. This feature can…

A help desk “collision” occurs when two, or more, staff members are working on the same ticket and update the…

Have you ever felt the need to forward a ticket’s contents via email and hung your head in despair? Fret…

It’s that time of the year again, when we look at the calendar and countdown the last few days of…

Our latest feature addition is Service Level Agreement (SLA) Management*. SLAs, each with its own specific set of conditions and…