How to Build a Seamless Multi Brand Help Desk

A  HappyFox  Webinar  

Jonathan  Langan  Customer  Success  Consultant  

@happyfoxapp  

#Mul@BrandHelpDesk  

Recording of this webinar will be made available at happyfox.com/help-desk-resources/#webinar

Overview

1. What  is  Mul@-­‐brand?  

2. Benefits  of  a  mul@  brand  help  desk  

3. How  to  set  up  mul@ple  brands  in  HappyFox  

4. Customizing  your  help  desk  for  each  brand  

5. Set  unique  automa@on  rules,  SLAs  and  Custom  Fields  

6. Customizing  self-­‐service  op@ons  

Multi-brand in a nutshell? 1. Centralized  method  to  manage  mul@ple  brands,  products,  or  geographical  loca@ons  

 3. Manage  all  brands  under  one  umbrella  and  login  

       

Brand  1   Brand  3  

User1   User2   User3  

Agent1   Agent2   Agent3   Agent4  

Parent  Company   Support  Website  

Brand  2  

Brand  1   Brand  2   Brand  3  

User1   User2   User3  

Agent1   Agent2   Agent3   Agent4  

Support  Systems  

Support  Systems  

Brand  1   Brand  2   Brand  3  

User1   User2   User3  

Agent1   Agent2   Agent3   Agent4  

Support  Sites  

Support  Sites  

Benefits 1. Cut  costs    3. Reduce  confusion    5. Create  unique  mul@-­‐brand  portals    7. Create  self-­‐service  op@ons  for  each  portal    9. Manage  agent  roles  to  specific  brands    

 

 

Creating HappyFox Multi-brand

How  to  add  a  mul@-­‐brand  Portal  

[DEMO]  

Customizing Each Portal

1. Add  custom  logos,  colors,  and  names    3. Add  CSS,  HTML,  and  Javascript    5. Create  custom  knowledge  bases  and  forums  

[DEMO]  

Support Automation

1. Associate  agents  appropriate  brands  and  use  auto  assignments  

 3. Create  brand  specific  Smart  Rules    5. Create  brand  specific  Canned  Ac@ons  

6. Create  Custom  No@fica@ons    

[DEMO]  

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