1. The AI chat answers first
Customers ask in the widget inside your app or in the help center. The AI answers only from your articles and names its sources. So questions that are already documented never reach your team.
Ticketing
Help desk software that brings the context with it
The HappySupport AI chat answers questions from your articles. When it cannot, it hands over to your team with the customer's email, a summary, the whole chat and, if the customer agrees, the page they were on and what they did there. So you don't have to ask follow-up questions, and your first reply already helps.
In short
What the HappySupport ticketing system does
The HappySupport ticketing system is the inbox where your team answers customer requests. Requests come from the AI chat, from the contact form in the widget or from your team, and every ticket brings the chat and, if you switch it on, the context from your app. Replies go out by email, and the customer's answer lands back on the same ticket.
The HappySupport ticketing system is part of every plan, from Starter at 129 euros a month billed yearly (155 euros billed monthly), excl. VAT, flat instead of per agent.
These teams document with HappySupport
How it works
From a question in the widget to a ticket with context
Your team only sees the questions your articles don't answer. And when one arrives, everything needed for the reply is already attached.
2. Handoff to your team
When the AI cannot answer with confidence, or something needs doing in the account, it offers a person. The customer enters their email, can add a note and agrees to the handoff. If they are signed in to your app, the widget doesn't ask for the address at all.
3. A ticket with a summary
The ticket holds the whole chat, the articles the AI read and a summary in bullet points. The AI also notes why it handed over: a gap in the docs, an action in the account or a sensitive topic. So you know what it is about and what the customer already tried the moment you open it.
Context on the ticket
See what the customer saw
When you switch it on for your help center and the customer agrees, the widget sends along where they were, what they were using and what happened before. So you don't ask for the browser, the page or the error message, you see them, and you can reproduce the problem on the first try.
Try it in your app
Who, where and on what
Page, referrer, pages seen, browser, operating system, window size, language and time zone. Your app adds who the user is, with company, plan or role, signed and so verified if you like. So you can tell whether a problem belongs to a device or to an account.
What happened before
Page changes, clicks on buttons, fields filled or left empty, and the articles the customer read in the widget. Typed values are never recorded. Repeated clicks on the same button are marked, so you see where someone got stuck.
Errors and failed requests
JavaScript errors and failed requests with status code and duration. Addresses are cleaned first, so tokens in URLs show as [redacted]. Your developers get a bug report the customer could never have written themselves.
Day to day
Reply, coordinate, assign
Everything your team needs for the reply is on the ticket. Nobody has to switch between a mailbox, a chat tool and the docs.
Hi Lena, the import went through and all 2,300 contacts are there. Thanks for your patience!
Great, thank you! Then the campaign can start tomorrow.
Reply by email, answers land on the ticket
Your team writes in the inbox editor and the customer gets a normal email with the conversation so far. When they answer, the email lands back on the same ticket and the status switches to Waiting on you, even if the ticket was already closed. So no follow-up gets lost in someone's personal mailbox.
Internal notes
Reply and note are two modes of the same editor. Only your team sees notes: they are never emailed and the AI doesn't read them. So you coordinate right on the ticket instead of explaining the case again in another tool.
Felix drafts the reply
Next to every ticket sits Felix, the HappySupport AI assistant, with the ticket already in context. It drafts a reply from your articles, finds matching articles or checks whether the question is documented. One click puts the draft into the editor; sending is up to you.
- MSMara SchulzPrimary
- TBTom BeckerPrimaryAway until Nov 3
- JWJana WolfBackup
Assignment and cover
Decide per help center who gets new tickets: in turn, or to whoever has the fewest open tickets, with backups in a fixed order, or collect them in a team inbox. Anyone marked away is skipped, and when a customer replies to their ticket it moves to the backup. So nothing waits while someone is on holiday.
In the inbox
What else comes with it
No configuration project, no rule sets nobody understands six months later.
Views with counts
Your inbox, All, Unassigned and one view per team inbox, each with its number of open tickets. The badge in the sidebar shows what is waiting for you, so you don't have to look through folders.
Status, priority, category
Open, Waiting on you, Waiting on customer, On hold and Closed. HappySupport sets the two waiting states itself as soon as someone replies. On top come a priority from Low to Urgent and the category Problem or Feedback.
Search and filters
Search messages, names and email addresses, or jump straight to a ticket with #142. Filter by status, help center, person or team and sort by last activity, creation date or priority.
Contact form in the widget
Not every request starts in the chat. With the contact form customers write to your team directly, with name, email, problem or feedback and attachments. It needs no AI answers, so it works on the Starter plan too.
Create tickets yourself
When a request came in by phone or in a meeting, you create the ticket on the customer's behalf. They don't get an email, and the case still sits in the inbox with its history and owner.
Attachments both ways
Customers attach screenshots, PDFs, log files or videos, up to 100 MB per file. The AI reads images, PDFs and text before it answers or hands over. Your team sends files back with the reply.
Fewer tickets next time
Turn tickets into better docs
Every ticket shows where your articles fell short. Because HappySupport is also your help center, you turn the answer straight into an article.
Spot gaps in the docs
When the AI hands over because no article answers the question, the ticket is marked as a docs gap. So you see which questions deserve an answer in the help center instead of typing them again every week.
Have the missing article written
Ask Felix on the ticket whether the question is documented. If it isn't, Felix writes a new article or extends an existing one. Next time the AI chat answers the question itself.
Add an article to the reply
The book icon in the editor searches your help center for an article or section and inserts the link. Customers learn where the answer lives and find it themselves next time.
Review AI conversations
Next to the tickets sit all conversations with the AI chat, filtered by resolved by AI, needs attention and escalated. So you also see the questions that never became a ticket, and where the AI was unsure.
Keep reading
Next to the ticket inbox
The ticketing system is the last step. These pages show what happens before it.
AI answers for customer service
How the AI chat answers from your articles, and when it hands over to a person.
The help widget
Help center, AI chat and contact form inside your app, where the question comes up.
Reduce support tickets
The levers that actually lower volume, in the order they pay off.
Pricing
What Starter, Professional and Scale include, from team size to AI answers.
FAQ
The HappySupport ticketing system in detail
What the inbox does, what it costs, and what it deliberately leaves out.
Is there a free version of the HappySupport help desk?+
No, HappySupport has no free plan, not even for the ticket inbox alone. You can try HappySupport free for 14 days, without a credit card and with every Scale feature. After that Starter costs 129 euros a month, Professional 399 euros and Scale 899 euros, billed yearly (155, 479 or 1,079 euros billed monthly), excl. VAT, flat instead of per agent.
What does help desk software cost, and what does HappySupport cost?+
Most vendors bill per agent per month, typically between 15 and 115 euros depending on the tier. That ties your cost to the size of the team. HappySupport is flat: 129 euros (Starter), 399 euros (Professional) or 899 euros (Scale) a month billed yearly, or 155, 479 or 1,079 euros billed monthly, excl. VAT, with ticket inbox, help center and widget in every plan.
How many people can reply in the HappySupport ticketing system?+
Starter includes one person, Professional five and Scale ten. The price doesn't rise with every extra agent, only with the plan. For larger teams HappySupport makes a custom offer.
Do I need a specific plan for the handoff from the AI chat?+
Yes. The AI chat needs AI answers, which start at Professional: 250 a month on Professional, 1,000 on Scale. The ticket inbox, the contact form in the widget, email replies and tickets your team creates work on Starter already.
Which channels bring requests into the HappySupport inbox?+
The handoff from the AI chat, in the widget and in the help center, the contact form in the widget, and tickets your team creates. Replies go out by email, and customer answers land on the same ticket. HappySupport does not offer telephony, WhatsApp, social media or a live chat where your team writes back into the widget.
What does my team see on a ticket?+
Always the whole chat with the AI, the articles it read, the summary and the reason for the handoff. You switch on the context from your app per help center and per area: page and referrer, browser and device, the identity from your app, custom values your app sets, clicks and page changes, and errors and failed requests. It is only sent when the customer agrees, and a refusal is noted on the ticket. The widget never records the values typed into fields.
What can't the HappySupport ticketing system do?+
There are no tags, no SLAs, no canned replies or macros, no satisfaction surveys and no merging of tickets. You see new tickets on the badge in the sidebar; email or Slack notifications for your team don't exist yet. If you need these every day, a classic help desk suite fits better, and HappySupport can sit in front of it for the help center and the AI chat.
Does HappySupport replace my current help desk?+
For software teams whose requests come from the product and the website, usually yes. Articles from Zendesk, Intercom and other help centers import in one click and old URLs redirect automatically. If you need telephony, field service or complex automation rules, keep your current system and put HappySupport in front of it for self-service and AI answers.
Is the HappySupport ticketing system GDPR compliant?+
Yes. HappySupport is hosted in Germany, provides a data processing agreement and does not train AI models on your customer data, which is contractually excluded with the model providers. At every handoff the customer explicitly agrees to share the conversation and their contact details. There is no SOC 2 report.
What is the difference between a help desk, a ticketing system and a service desk?+
A ticketing system is the machinery: request in, case out, status attached. Help desk software is that plus everything that makes resolving customer requests faster, in HappySupport the AI chat, the help center and the context from your app. A service desk, in ITIL terms, is the internal IT front door, with assets, changes and incidents. If you are looking for your own customers, you want help desk software, not ITSM.
Why does the knowledge base decide your ticket volume?+
Every request a customer can resolve alone is a ticket that never happens. That only holds while the articles are correct: a help center that is three releases out of date sends people on a detour and then into the contact form anyway. In HappySupport documentation is recorded in a click and reconciled with the product automatically, so self-service does not decay with every release.
Your help center, ready before your coffee.
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