HappyFox Help Desk

Pros

First ,I have to commend the Happyfox team for running a good and effective support department. We switched to Happyfox in January and the experience so far , has been impressive. Setup time was a breeze ,and the support team were on hand to guide us through all hurdles during the first few weeks.
I like how every conversation from emails ,social media messages ,voice calls etc are converted into tickets which we can track and respond to ,within the Happyfox interface.While making it easy to track key customer service metrics like first response time, time spent by each staff on tickets etc
I will say Happyfox is changing the look ,function and feel of helpdesk solutions and I love this revolution.

Cons

It is normal when trying a new innovative service to see it as all perfect. At this point, I see Happyfox as perfect,maybe I will find NEGATIVES as my organization continue using Happyfox.

Pros

What I like most about Happy Fox Help Desk is how easy it is to customize. You can tailor the help desk home page exactly to your liking. Not only can you customize the appearance, but it is also extremely simple to customize the options/dropdown menus that our users select when they are submitting a ticket.

Cons

I wish there was an alerts button for the recent tickets that you have been tagged on. Currently, there is no notifications tab to see all of the tickets with recent activity that applies to you.

Alternatives Considered

Switched From

Reasons for Switching to HappyFox Help Desk

Pros

Nothing in particular jumps out at us. It is no different than most other products in the same category. It has the same basic features as the big names.

Cons

Does not support daylight savings time. In order for your time/date stamps to look right when viewing tickets, every user has to adjust their personal time zone. Since we are Eastern, that meant we had to select Atlantic during DST. Then when it switches back, we need to remember to go in and change it back to EST. No plans from them to address this bug.

We disposed of several older SLAs (no tickets ever tripped them). They still show up in the report when you export the SLA data. They show as inactive but why? They were removed and there is no data associated with them.

Staff Name tag. This one is rich... on a Notification to the caller (New or Reply), it inserts the name of the agent making the update or writing the ticket. On a notification to staff (New or Reply), it shows the name of the person the notice went to. Why on earth would I need to see my name when it comes to me? It doesn't work in Smart Rules either. It only adds a name when you "Assign" the ticket to someone and it is the assigned to, not the agent writing the update.

Support has been great, but the product has so many holes in it, we really can't use it right. We have been using it for 8 months and we are not seeing any cost benefit because we have to spend so much time working around bugs, beating reports into submission, or reviewing tickets to check field values since you can't limit who can enter some data.

Pros

The Support ticketing system is quite good, and the systems function as advertised.

Cons

The Knowledge Base editor is horrible compared to Zendesk. You have to publish an article before you can preview it. Saving a page exits you from the page your were working on. Unlike in Zendesk, where if you are logged in as an administrator, you can easily go from viewing a page to editing it, saving on the fly, and where you have all kinds of controls in the right panel (like saving and previewing) WITHOUT exiting the page, here either of those two operations throws you out of the page that you are working on. The KB interface is terrible!

Pros

The software is very cheap and easy to use.

Cons

Less Integration like asset management cannot be linked to the system.

Alternatives Considered

Reasons for Switching to HappyFox Help Desk

Pros

We like that it is easy to use. It is rather simple and not overly complicated.

Cons

The reporting is very challenging. I wish they had better reporting capabilities.
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Alternatives Considered

Reasons for Switching to HappyFox Help Desk

Pros

It is so adaptable. We could add fields we needed. We could add branding. Canned responses. It allows for tickets created by phone, email and social media.

Cons

It is difficult to set up but the team is very helpful.

Alternatives Considered

Reasons for Choosing HappyFox Help Desk

Reasons for Switching to HappyFox Help Desk

Pros

HappyFox has made ticketing reliable, where incredible and quick support is well shared.

Cons

HappyFox is intelligent in making the customer conversation going and solid.

Pros

Responsiveness of the sales team to get a demo going and their willingness to work with us on configuration issues. Simple system to use if you have a simple help desk need.

Cons

Our help desk became complex quickly. HappyFox does not support any level of complexity. For example, no capability of adding fields that have values dependent on others. This has led to very complex form designs. No ability to customize the layout of the forms... every field is just thrown down the left side one after the other.

For over a year they did not support daylight savings time. This made it very difficult to manage as we had to get all our users to change their settings to move them to another time zone certain times of the year.

They list some big enterprise clients - I can't see how any of these firms would actually use it beyond a very limited scope. It doesn't scale.

Very easy to break - Every month I have to double check my reports to make sure they did not export the data in a different layout.

Pros

It has a intuitive interface that helps users concentrate on incoming requests.
It is highly customizable with robust automation.
It provides a multi-channel ticketing system.
It automates tickets for speedy processing
It has a Knowledge base for future references (FAQ)
It also helps in Report generation of historical ticketing data

Cons

I wish that more users were available at the lower level plans.
The program also has needs time to learn and thus it has a steep learning curve.

Pros

Efficient ticket management: HappyFox helps businesses effectively manage customer support tickets, ensuring timely resolution and preventing any issues from slipping through the cracks.Automation and workflow: The software automates repetitive tasks and allows businesses to create custom workflows, reducing manual work and improving efficiency.

Cons

Learning curve: HappyFox may have a learning curve for users unfamiliar with ticketing systems or customer support software.Pricing: The cost of HappyFox may be a consideration for small or start-up businesses, as the pricing is based on the number of agents or users.

Pros

This is very easy and simple to use
set up automated responses is quite easy

Cons

Honestly none I can think of.

Pros

I like most that HappyFox has a very organized user interface. I like that I get updates to my email and through my app so that we can be sure to respond in a timely manner to any customer or possible customer inquiring about our software.

Cons

My app logs me out randomly and I have trouble logging back in.

Pros

Once signed up to use, it was very simple to log in and message customer support. As a customer, I can say, it was simple enough to use and easy to get back into over and over again.

Cons

Something that would be nice, would be able to see if anyone has even seen your remarks made. It's something you see so often in messenger type programs. After i filled out question and remarks, i have no idea if anyone saw it. But that may have more to do with the company using it.

Pros

The customer service was great on set up, its extremely easy to make changes to, and most importantly it is easy for our end-users to navigate.

Cons

We ave no cons at this time, our experience has been great so far.

Pros

I have had a great experience with HappyFox team members since I started the free trial. We are actually signing a contract because we were very impressed. I received great service and this platform can do a lot of things for us and grow with us as we grow.

Cons

Somewhat difficult to build if you aren't an IT or engineering kind of person, but they helped and I will have access to support as we add different features.

Alternatives Considered

Reasons for Switching to HappyFox Help Desk

Pros

Quick and simple setup. Love the cannned responses. Great knowledge base feature

Cons

Can't think of any

Pros

User friendly
Highly customizable
Great customer support

Pros

Easy to use for novice.

Cons

Nothing

Pros

HappyFox came as a complete solution for maintaining an easy and customizable knowledge base and ticketing system. There is always a help service available. Smart Rules are extremely useful and allow various actions to be performed based on the contents of messages and age of tickets.
For the questions we've had, HappyFox support has been excellent

Cons

Maybe they need to invest more in features but at the end of the day it is valuable product for its price

Pros

It makes it very easy to submit and track requests. We use this as an internal tool to track service and maintenance requests within our organization. It’s been very useful at providing tracking and transparency.

Cons

I don’t receive ticket updates. It would be really useful to know when a ticket moves forward but I don’t get those notifications.

Pros

• Simple
• Just works!
• Powerful reporting / sorting options to let you get an idea of where everything stands
• Great integrations
• HappyFox's own support team helpful and quick to response

Cons

• Can be sluggish load-time wise
• There are some minor UI inconveniences at times, such as having to type in the ticket ID when relating two tickets vs being able to search by name and select that way.

Pros

This software has a very intuitive design and integrates well with other applications and tools. It also helps to reduce workload by providing several self-service tools.

Cons

Because there are a number of rules within this software, some capabilities are limited. Also, the pricing structure is not conducive to start-ups as it requires a minimum of three users.

Pros

Great Product with easy to use interface. Easy customize your experience

Cons

I have yet to experience anything negative with the software.

Pros

Easy to use
Simple user interface
integration to many external systems such as CMS/Websites etc
Good Value for money

Cons

Would be nice to be able to categorise tickets more such as Hardware - Hard Drive Fault etc

Pros

Ease of use, scalability, price, support, integrations, and tools which make sense.

Cons

There is nothing I do not like about Happy Fox.

Pros

The most important feature about HappyFox is the support that the team provides 24/7. I am an administrator in a small company and decidedly not a programmer. When I originally set up Helpdesk I was a novice in how each part fit together to create a whole solution with meaningful KB, Ticketing, Categories, and Automation. The Support Team spent many hours coaching me through this process to achieve a very useful set of tools for our customers.

Cons

I like most everything about the HappyFox Help Desk and HappyFox Chat applications. The initial setup was painful and required some back-ed programming to support the way in which I wanted the Support Center page layout to appear. The support staff at HappyFox tell me that a new release of HelpDesk includes tools that simplify the UI whereby the Administrator can change the way in which items, articles, products and sections are displayed.

Pros

Great looking product
Good website
Good information

Cons

Bad customer service
Ridiculous email response times
Failure to have a negative feedback process in place
Happyfox treat you like your just another sale
Undervalue you as a customer
Generic responses
Impersonal service (When you actually receive it)
Mail track is a wonderful tool which enables you to know when someone reads your email. If you are going to read it, respond.

Pros

Happyfox sets out what it is meant to do - a strong, automated ticketing system.

Happyfox can be quickly setup, has a strong support team, and is constantly working on improvements.

Some of the best features of the software include customization of categories (ticket fields, contacts), a sleek and clean UI for administrators, built-in Knowledge Base, automatic ticketing, recurring tickets, ticket threading, and multiple ticket intake (email, widiget, login).

Cons

A lot of the newer features are limited to the top tier pricing bracket which means, starting out with the lower level limits the features.

It is limited ticketing and providing a knowledge base. Some of the newer features including project management and asset management is a little light, but, definitely improvements on turning Happyfox into a fully fledged ITSM.

Pros

Happyfox has turned out to be a boon for us. Our task mangement became very easy after installation. We get clients requests on Happyfox which we are able to manage and resolve effectively. It has great user interface and customer support was incredible during installation and troubleshoot.

Cons

There is nothing to point out here. Just one suggestion to include insights about tickets like how many tickets closed, in how much time, who was the most effective performer, etc. This will also help in improving team performance.

Pros

HappyFox is limited in what it can offer (especially the free version) but it does function as a help desk ticketing system very well. Users have a portal to submit tickets, check on progress, and respond to a help desk technicians updates or solutions.

Managers can track tickets, view what's left open, and put policies in place that make sure tickets are not forgotten and are assigned the proper priority to get taken care of.

Cons

There's not much I can think of regarding HappyFox that I'd consider a "Con". Yes, it has limitations but for the price you pay (unless you use the free version) it's worth every penny no doubt.

I'd like to see a large file size limit when responding to tickets though. Often times the responders to tickets like to attach many screenshots or even video files for users to follow along with to product a solution but every now and then it wouldn't attach correctly.

Also adding a knowledge base to reference in responses to support tickets would be amazing

Pros

Great product, with a simple user interface and powerful customization features. Allows for the building of Knowledge Bases and thorough tracking of all type of issues facing the end user. Will allow the users to open up ticket with their email package,

Cons

I've yet to see anything negative about this software.

Pros

With a ton of new features, Happyfox is a step above the rest for ticketing and knowledge bases. Some key features/pros are -

Support request from multiple channels.
Tiered agent/administrator roles
Automation features - auto ticket creation, time spent, canned actions, etc.
Great integration options with other software
Custom SLA and Reporting tools.

Cons

The tool to build out knowledge Base articles is a little lackluster. it can be tedious to build out the KBs. It looks like most future enhancements are also being placed at a higher pay tier.

Pros

- Plenty of integrations
- Very customizable
- The support is very good, they don't mind to spend time until your problem is solved

Cons

- Smartphone App is terrible, ticket response not intuitive, lots of steps to accomplish simple tasks
- Customization is very painful, not intuitive, complex, little bugs in several functions
- Expensive against other similar products
- No updates, development is stuck for years now (monolithic service)
- Reports don't work, it's is impossible to extract relevant data about overall performance
- Cannot export tickets in full, only the original fist message (this is very disappointing)
- Faced several downtime in which was impossible to access the platform and manage tickets

Pros

1. if you are using this software as administrator its very flexible you can manage your team very easily
2. quick installation on . website
3. we are using Chat & Ticket System from HappyFox both software comes with great features & plugins

Cons

1. sometime when you install happyfox chat website shows some javascript errors & we reported this & they are working on this issue.
2. support response is little slow they need to work on this.

Pros

Love that HappyFox support tickets were easy to set up from our current e-mail box. We can easily respond to inquiries quickly using canned responses. The software is able to be customized to your needs and flexible for as many users you need to have access to. You can create specific rules and statuses that help the flow of communication stay in an organized manner.

Cons

There is a slight learning curve when beginning to use the software. But after a demo and support from their team, we are pro's within a matter of a few weeks.

Pros

Easy to use, economic, full featured, integrates with Magento

Cons

Nothing

Pros

I cannot tell you how nice it is to have ONE platform to assign and delegate tasks! The minute a ticket is created, we are able to assign it to the correct person without things getting lost in the shuffle. Our productivity has greatly increased since launching this platform across our organization's internal team!

Cons

This is very petty, but I'm not a huge fan of the interface design. With a name like HappyFox (and the cute fox logo!) I'd expect it to be prettier.

Also, I don't like how tickets are created from out of office responders or junk emails. Those are one-off occasions but still annoying.

Pros

This software was very easy to implement and use. We now have the ability to pull metrics and keep track of member inquires with ease!

Cons

Reports can be a bit hard to create but customer service was always there to help.

Pros

Intuitive interface that helps focus on incoming requests
Highly customizable

Cons

It creates a ticket of every email sent to the mail id, irrespective of their authenticity.

Pros

It has enabled us to have multiple representatives handing the incoming emails for 1 email address.

Cons

I wish that there were better spam filters. We have had to manually set up a lot of rules to weed of spam, which can lead to other issues.

Pros

Customization and branding options by far have been the most impressive. From the cosmetic features to the ticket fields and report types.

Cons

There are some features that I would expect to be standard that are not yet available. For example, having multiple time zones is not an option, customer generated reports are not available, only to staff members. So my staff is required to run those reports for our customers.

Pros

We moved to happy fox from another product. Happy fox gave us everything we needed, at half the cost.

Cons

There were a few UI controls we would have liked to have, but didn’t want to pay extra for. But it’s a small sacrifice for a big savings

Pros

The Happyfox software is easy to use and does what it says. We are able to easily manage our tickets and track our time.

Cons

The thing I liked the least about the software is the user interface. It didn't affect functionality at all and really wasn't that bad, but it could be better.

Pros

We finally needed a helpdesk platform with more features than some of the low cost/free options. Upon reviewing HappyFox, we request a demo which was handled very well. We decided to give it a try and getting it up and running was crazy fast and super easy. Once it was up and running, it was overall very intuitive and the learning curve was tiny. For the questions we've had, HappyFox support has been excellent. Matter of fact, I wish support for all the vendors we deal with was as good as HappyFox support.

If you're considering a new service desk platform, I'd recommend at least demo'ing HappyFox. So far we've been very pleased, and between the top quality support and the additional functionality we needed, I would certainly recommend giving HappyFox a try.

Cons

The only con I could identify is if you were a huge enterprise with several thousand clients and customers to support and you simply need more functionality and bells and whistles than HappyFox has to offer. I can't say that's really a con though because HappyFox seems to be pointed towards the SMB market. As an SMB, we don't want a hundred different functions we're never going to use.

Pros

It is so nice to be able to organize all of our applicants' questions into one software. It makes it very easy for us to keep track of which questions have been answered and which ones have not. It also lets us assign questions to different team members to make sure they get done quickly and efficiently.

Cons

It would be nice to allow us to be able to include completed applications to this software as well. We use DocuSign and they come into our Outlook when they are completed. It would be nice to sync it with HappyFox so we can assign this task to team members as well. Other than that, this software is great.

Pros

User-Friendly Layout
Highly Customization
Internal Ticket Tracer
Ticket Reports
SAML Login
Knowledge Base

Pros

It's a no nonsense, easy to use platform. Administration is easy.

Cons

Somewhat limited in features, but not much.

Pros

It is very versatile and easy to use. I was able to integrate this with Magento which was a huge bonus.

Cons

I can not think of one thing I disliked about the software. Perhaps it could be a bit cheaper to use but the price seemed pretty competitive with other apps like it.

Pros

I use both HappyFox ticketing system and Chat. It is a very nice ticketing system, HappyFox gives a very good competition to Zendesk Suite etc. Very easy to use. I like the design too

Cons

Same comment as for HappyFox Chat, there may are too many sections and menus and it can become a bit confusing sometimes