25th July, 2023
TABLE OF CONTENTS
HappyFox is an ITSM tool that allows your IT team to organize and resolve tickets seamlessly. It automatically sorts tickets from different channels into custom categories such as incident management, outages, etc.
However, sometimes, the ticket notifications are delayed, and so is the resolution process, thus, you need to look for more compatible and adaptable options.
HappyFox provides your team with periodic notifications about ticket expiry dates. Also, it integrates with various applications; for instance, it integrates with Slack to help your IT teams get raised ticket alerts, Microsoft teams to respond to tickets, Azure and Okta to ease project management, and to track issues, it integrates with Jira.
Furthermore, this tool provides real-time reporting capabilities, enabling you to monitor your IT support team's performance, how long they take to resolve tickets, how many tickets are resolved, and more.
Additionally, it provides a self-service portal that can easily be customized without the need for coding. Also, your team can create a repository of knowledge base articles and FAQs on it. This will help your customers and employees to deflect common queries on their own without much involvement from the IT support team.
Despite having multiple benefits, it still falls behind due to its drawbacks:
HappyFox's basic "smart rules" have limited triggers and actions, like you cannot change the ticket status and assign it to an agent in a single step, and you have to perform each task separately, which consumes more time.
Also, its dashboard is not intuitive as it views everyone's tickets, not just those assigned to you, making it more difficult to manage.
However, continuing with one tool is not mandatory; you can always opt for a substitute to avail of full features that will cater to your IT team's specific requirements. So, in this blog, we'll provide you with a list of alternative tools that can be a more suitable option than HappyFox for your IT teams.
Below is the list of efficient ITSM tools you can consider choosing as a substitute for HappyFox to streamline your IT service management processes.
Zluri offers you a range of functionalities to help your IT teams streamline IT service management processes. For instance, it automates manual and repetitive IT tasks, such as managing app approvals, and also gives a complete view of all the raised tickets in a single dashboard. This helps keep track of all the requests and queries and resolve them quickly.
Let's consider this example to help you understand its capabilities in a better way: several employees from the procurement and HR department require access to Procurify and BambooHR, respectively.
Granting access to them manually is going to be time-consuming and error-prone. This is where Zluri's self-serve model, Employee app store comes in place. It is a collection of SaaS applications that are approved and verified by the IT admin. This gives employees the flexibility to choose any application from the EAS and gain access to it within no time.
They simply need to submit an access request, and the IT admin will straightaway get notified on the same. After which, the admin verifies the employee's identity and grant them secure access with just a few clicks.
All this will help you and your IT admin save time and effort and enhance employee experience by eliminating the waiting period.
However, it doesn't stop here, if the app that employees require is unavailable in the EAS, they can submit a request for the same, and it will undergo a similar process, but there will be a few additional steps. The raised request/ticket will reach the IT admin, and they will view all the application details, including threat level, risk score, compliance, and more, and verify whether it is secure enough to procure or not.
Once the application details are verified, the request is forwarded to the procurement team. Zluri, with its SaaS buying capabilities, negotiates and purchases the app at the best deal. Once procured, the IT admin grant the employee the right level of access to the requested app.
Though the application request can be rejected as well, due to its pricing, or the app may not be secure enough to procure. In that case, the employees will be notified about the same through the comments. Also, if change is made in the request or if any of the approvers provide any substitute for the application, it will be viewed in the "Changelogs."
Additionally, IT teams can restrict the application view or customize which apps will be visible in the EAS as per specific requirements. This helps restrict employees from viewing and accessing apps with high threat levels, risk scores, and compliance.
Now how are you going to monitor the approval workflow? Zluri conducts timely audits and generates reports and analytics on ticket resolution rates, time taken to approve requests, and more, helping streamline the approval workflow process.
So what are you waiting for? Book a demo now to see how Zluri's compelling and unique features will help you streamline your service management process.
Zluri provides your IT admins with an initiative dashboard where they can view all the tickets at a single location, including unassigned, overdue, resolved tickets, and more. This helps in determining which tickets need to resolve on priority bases and which tickets are yet needed to be assigned to the IT support team, enabling you to streamline the ticket management process
To keep track of support team performance and how long they take to resolve queries and issues, it generates curated reports. This aids in pinpointing areas that need improvement so that the service management process can be streamlined.
Freshdesk allows your IT teams to prioritize, categorize, and assign tickets so that they don't lose track of them. Also, it increases their productivity by automating repetitive helpdesk tasks, such as automatically assigning tickets to agents or groups based on requesters, keywords, or properties.
Further, it implements one or more actions on specific tickets when an event occurs to make the resolution process quicker. It notifies employees automatically whenever changes are made to their ticket request.
Additionally, to improve employee experience, it supports multiple channels to streamline communication, like email, phone, chat, social media, website, and even WhatsApp.
Also, Freshdesk offers a self-service portal that shows relevant solutions whenever employees and clients enter keywords, saving both of their crucial time. You can customize the portal's look and layout with full CSS customization and ready-made themes.
Freshdesk offers Chatbots that deliver instant and precise answers in the form of knowledge-based articles to employee and client queries for faster resolution, with minimal involvement of IT teams
It generates curated reports to understand how agents are performing, how much time is taken to resolve tickets, how the employee experiences were, and more. This helps in identifying areas of improvement to streamline the service management process
The UI is cumbersome to use when your team has multiple tickets coming through. Thus,they you have to refresh the page frequently to get updated tickets, delaying the resolution process
It offers your team with a slow ticket search tool, which gets frustrating while searching for old tickets. This disrupts the entire flow of work and slows down the resolving process
Zendesk helps your IT teams manage ticket requests and support issues from various channels such as phone, live chats, email, social media, and more. It offers your employees self-service portals where they can feed their queries, and it will automatically generate solutions/results for the same.
Also, it offers a suite of tools to handle complaints, customer inquiries, and feedback effectively, including knowledge management, reporting and analytics, and ticket management.
However, it's known for increasing end-user satisfaction, improving service experiences, and accelerating business growth by enabling your team to understand their user's needs better and improve support processes.
Zendesk allows your IT teams to organize support teams based on their roles into different departments like marketing, sales, or technical services, making it easier for the employees and clients to connect with the right person for service support without getting lost
Zendesk Chat enables your IT teams to communicate directly with employees and clients seamlessly, thus helps in resolving queries/issues faster
Limitations in the trigger function, it doesn't allow you to automatically delete tickets or send them to the suspended view based on a trigger, because of which your IT admin has to do it manually, reducing the efficiency
Inefficient search function, it doesn't pick up duplicate tickets very easily, creating more confusion among your IT team such as they won't be able to identify how many actual tickets have been raised by employees and clients
SysAid's change, problem, and request management functionality helps your IT team to deliver great service management solutions. Further, it streamlines and automates the entire process of managing IT services, freeing up your team's time so that they can concentrate on other core activities.
It also offers up to 200 custom columns per entity and unlimited templates and forms, making it easier for your IT team to customize SysAid as per their requirement easily. Additionally, SysAid allows users to identify service requirements and monitor reports on service level agreements (SLAs) that are aligned with service management objectives.
SysAid provides your IT admins with a view a quick summary of the open tickets in a single dashboard. This helps in identifying and understanding what kind of issue or query they will be dealing with, whether it requires the involvement of other team members or not, and how much time it will take to resolve
You get notified via email of the changes made in the tickets, keeping you updated on every step and maintaining transparency
Sometimes, the platform goes off and displays error 504, and this affects customer-initiated requests and delays the ticket resolution process
Due to absence of editing feature, your IT teams won’t be able to edit the tickets and add text to descriptions or the title after submitting the ticket. Due to this, they have to again connect with the employee or client and explain all the details, which consumes more time
Jira Service Management is designed by Atlassian to enable IT teams to efficiently manage service requests, incidents, and change management processes. It also allows IT teams to track and manage issues through the entire lifecycle, from initial reporting to resolution, and provides a central hub for managing IT services.
Furthermore, its integration with other Atlassian tools, such as Jira Software and Confluence, allows IT teams to collaborate more effectively and manage workflows across different departments. This enables IT teams to obtain contextual data quickly to respond/resolve requests, queries, incidents, and changes.
Also, Jira offers a range of reporting and analytics features, allowing IT teams to track performance metrics and identify areas for improvement in their service delivery.
Jira Service Management enables you to keep track and prioritize service requests and issues/incidents, ensuring critical issues are taken care of first
Its built-in reporting and analytics capabilities offer useful insights into your service desk operations, enabling you to identify areas for improvement and implement strategies accordingly to streamline service management
Lack of notification feature, it doesn't notify your IT teams on newly raised tickets, thus, they have to open the project to view new requests. There are high chances of missing out on new requests, leading to mismanagement of tickets
The search function is not very flexible. If words are not spaced correctly or do not, contain the appropriate symbols, it is quite difficult to find required tickets, and your team has to spend a lot of time finding the appropriate keyword to get the result
Zoho Desk offers a variety of connections, making it easy to connect with other technologies. It has time-tracking and other team-management tools for companies with large staff.
Additionally, Zoho Desk includes service management-specific capabilities, such as a shared inbox, device integration, and chat functionality to streamline service management.
Furthermore, it helps IT teams manage client interactions through various channels, including phone, email, and social media. Also offers service capabilities, allowing employees to resolve their common queries with the help of knowledge-based articles that pop up when employees feed the keyword in the portal.
It helps your IT team to insert tags with each ticket, making it easier to group them into specific categories for troubleshooting and analysis
Your team can change the view of tickets as per their needs. For instance, if they want to view resolved tickets, they can customize the view accordingly. This saves their time as they no longer have to search for specific tickets
It does not provide your team with filtering features, making them unable to filter tickets based on dates, making it more difficult to assign priorities
Help Scout helps your IT team to manage customer interactions through emails, chats, and calls in one central location. Also, it helps them automate their everyday tasks, such as app approvals requests, creating canned responses, and assigning conversations to the IT support members.
Furthermore, it also includes a knowledge base self-service portal where your customers and employees can find answers to common queries. Additionally, it provides your team with analytics and reporting capabilities to track performance and improve customer satisfaction.
Help Scout offers your team with a saved reply feature that allows them to write a faster reply with a starter template for common queries, saving them a lot of time
This tool provides your team the ability to filter the conversations based on the time they received them so that they can prioritize efficiently
With the help of a tag system, your team can organize tickets into categories that make it easier to search for them
The tool makes it a bit difficult for your IT team to search for old closed tickets as the tickets lose their tags once the case gets closed
Sometimes the website goes down without any warning, interrupting the flow of work
Kayako makes managing client and employee conversations easy with the shared inbox tool. This tool includes custom views, tags, and conversation assignments, allowing your team to prioritize top issues and automatically assign conversations to the right person for faster resolution.
It further provides a self-help knowledge base that is available 24/7, allowing clients and employees to find relevant searches to resolve their common queries. For example, when they type keywords in the portal, they receive instant suggestions, so they no longer have to wait for days to resolve their issues.
Additionally, Kayako supports multiple channels, including live chat, email, social media, and more, to streamline the communication process, improving the overall employee experience. Also, offers out-of-the-box features like predetermined canned responses, expert collaborations, notes, and more to resolve customer issues faster and more smartly.
Kayakoallows your IT team to trace requests, quickly discovering all the tickets and sorting them into different categories. This helps manage the tickets more efficiently
It offers your IT admins an initiative dashboard to view all the tickets in one place, including unassigned, overdue, resolved tickets, and more. This helps them identify which tickets need to resolve on priority bases and which tickets are yet needed to be assigned to the IT support team, helping you to streamline the ticket management process
Sometimes, it doesn't record responses, such as when your IT admin add solutions/suggestions as a response to a ticket, it doesn't get recorded, and they have to spend twice the amount of time to resolve and close a ticket. This consumes productive time, which can be utilized in other core IT tasks.
At times, having to pull up the history of tickets submitted by a specific client or employee can be very time-consuming
The system crashes for no apparent reason; it gets frustrating for your IT teams, especially when they are working on time-sensitive requests
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