Zero Inbox or Zero Support Requests is a rigorous productivity philosophy that aims at helping you to cut down the actual time you spend on managing support emails. HappyFox Features That Helps You To Achieve Inbox Zero Logical Categorisation And Prioritisation Smart Notifications Self Service Knowledgebase Smart Rules that enables automation HappyFox Mobile Applications

1. Inbox Zero
7 hacks to achieve Zero support requests
0

2. What is Inbox Zero
Merlin Mann Definition
A rigorous approach towards
keeping the inbox empty, or
nearly empty at all times.
Impact
Frees up the time of support
staff to focus on other issues
and improve productivity

3. Why have Inbox Zero
What Inbox Zero signifies
Your product/service is awesome and
your customers have no complaints
You have a robust self-help portal that
empowers customers to help themselves

4. Chapter 1
How to achieve Inbox Zero
The need for a feature rich help desk
To achieve Inbox Zero, one needs the services
of a robust feature rich help desk, so that you
can execute the five commandments of Inbox
Zero, according to Merlin Mann

5. Five Commandments of Inbox Zero
DELETE
DELEGATE
RESPOND
DEFER
DO
The big 5
tasks behind
Inbox Zero

6. Commandment 1
DELETE
Weed out the unnecessary
If the ticket is spam or unnecessary information,
immediately get rid of it.

7. Commandment 2
DELEGATE
Categorize and sort
If the ticket has to be addressed by staff
from another team like sales or development,
transfer it across to the appropriate team
and notify them of the same

8. Commandment 3
RESPOND
Attack the simple ones
If the ticket is just a clarification/request,
respond and close it right away

9. Commandment 4
DEFER
Set a timeline
If it is not of priority, defer it to a specified
date and move it to a different folder

10. Commandment 5
DO
Get things done
If it requires a task to be completed,
ensure it gets completed immediately

11. Chapter 2
How HappyFox can help you achieve Inbox Zero
1. Categorization and Prioritization
• Categorize, prioritize and move ticketsto folders depend-ing
on priority and address them periodically.
• Respond to tickets that require one line answers, move
urgent tickets to a separate categories and speed up sup-port.

12. Chapter 2
How HappyFox can help you achieve Inbox Zero
2. Smart Notifications
• Immediately respond to the ticket or categorize it de-pending
on the ticket and priority.
• Always be on top of all ticket activity.

13. Chapter 2
How HappyFox can help you achieve Inbox Zero
3. Self-service, Knowledge base and Forums
• Stabilize the support process with a clear, concise and
easily accessible set of knowledge base articles that con-tain
quick and effective solutions to commonly asked ques-tions.
• With forums, cultivate cross-customer interaction, allow
customers to help one another and thereby reduce
chances of incoming tickets.

14. Chapter 2
How HappyFox can help you achieve Inbox Zero
4. Well-trained, motivated and equipped
support agents
• Impart the right kind of training imparted to your support
agents and enable them to handle issues without accumu-lating
your inbox with tickets.

15. Chapter 2
How HappyFox can help you achieve Inbox Zero
5. HappyFox Mobile for support on the move
• With the help of HappyFox Mobile, support staff can
check tickets and reply to them from wherever they are
using nothing but their phones.
• Update staff on changes in tickets, replies etc, so that
they can do the necessary actions right from their mobile
phone.

16. Chapter 2
How HappyFox can help you achieve Inbox Zero
6. Smart Rules and Automation
• Create Smart Rules to configure a set of predefined in-structions
on how tickets should be categorized, prioritized
and escalated.
• Escalate tickets nearing SLAs so that there are no pend-ing
or unanswered tickets ever in your email inbox.

17. Chapter 2
How HappyFox can help you achieve Inbox Zero
7. Reporting, Analytics and feedback
• Identify and pick key performance metrics that need to
attention for improving your support process.
• Encourage support agents to take feedback from cus-tomers
both via phone and email.
• Review them regularly to understand what your custom-ers
feel are lacking in your support.