HappyFox Help Desk Reviews

Happyfox is changing the way helpdesk solutions run.

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.

HappyFox Help Desk Review

Comments: Happy Fox is an incredible ticketing solution and I cannot recommend it enough. For the price I do not think that it can be beaten.

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: Zendesk Suite

Switched From: SysAid

Reasons for Switching to HappyFox Help Desk: Price and because Happy Fox seemed geared towards education.

Overall good product but with hidden gotchas

Comments: We have a place to store tickets. That is it. We are not seeing the full benefits of a good ticketing system because it lacks so many simple features.

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.

Customizable to every need

Comments: The customer service from the team is beyond exceptional. Best ever.

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: Sprout Social, Meltwater and Klear

Reasons for Choosing HappyFox Help Desk: We grew too large in our business to not have a proper function build software.

Reasons for Switching to HappyFox Help Desk: It offer every thing I need. I could apadt it to match my current processes. It allowed for manual ticket entry if needed.

HappyFox

Comments: Users can efficiently manage support tickets, automate tasks, and create custom workflows to enhance efficiency. The software supports multiple communication channels, ensuring consistent support across email, phone, live chat, social media, and self-service portals. The knowledge base feature empowers customers to find solutions independently, reducing repetitive inquiries. Reporting and analytics tools provide valuable insights for performance evaluation and decision-making. However, there may be a learning curve for new users, the pricing structure could be a concern for some businesses, and customization options may have limitations. Overall, HappyFox is a comprehensive solution that can greatly benefit businesses in improving their customer support processes.

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.

HappyFox makes us sad...

Comments: Great response from the sales team. Beyond that, it has not been a great experience. Very frustrating to modify and breaks easily.

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.

Good Tool to Work on

Comments: HappyFox is a cloud-based help desk and customer support application. We have been using HappyFox since 2 years now and we are very pleased with it. It save us so much time in the sense that most customers ask the same questions over and over again. Its ticket support system really helps in solving customers’ issues very quickly. It also has a built-in knowledge base, end-user support portal, and community forum. Overall this is a very good tool to have and can be recommended also.

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.

HappyFox Chat is great software

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.

HappyFox helps us keep up with our candidates

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.

Definitely the Best

Comments: Have been using this for quite a few time and definitely the best one. It has eased of all my trouble top accumulate tickets from all sources. This software easily gives all the tickets raised from various sources like email, social media, phone call, chat,website widgets and everything. Love it.

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.

Game Changer!

Comments: Our customers have been longing for an on-line portal to report their own incidents. Not only have we provided that option to our customers with the launch of this tool but members of management are no longer in the dark on items that are lingering. With custom SLA's and breach alerts management can engage themselves before an escalation occurs. The support team is very responsive; I never have to chase the support team down for answers to my questions or challenges and to me this is most important because I in turn am able to keep our customers and staff members informed. At almost the drop of a dime, I am receiving one-on-one support!

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.

HappyFox has made us happy so far!

Comments: Excellent support and needed functionality

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.

A Simple but elegant HelpDesk Solution

Pros:

The product is entirely web-based. However, it's still possible to respond to tickets via email. Replies to ticket emails automatically get delivered to the appropriate person. Any number of automatic responses can be set up to streamline self help articles and assign tickets to certain technicians. Round robin auto-assignment ensures that every ticket that hits the help desk has an owner. Categories can be set up to create buckets for different types of problems. Smart Rules are extremely useful and allow various actions to be preformed based on the contents of messages and age of tickets.

Cons:

Functionality can be lacking, but I haven't found a problem I haven't been able to solve in a more round about way. I do wish more in-depth reporting could be done. What is there, is useful, but I wouldn't mind being able to customize it more.

Best Business Decision

Comments: Reporting

Pros:

Happy Fox is very user friendly and easy to set up. Out of the box it has a lot of capabilities and the reporting is fantastic. Also, the support staff is very helpful. We looked at a few software packages but none were as good as Happy Fox.

Cons:

Sometimes when there are too many smart rules engaged Happy Fox can run a bit slower, but overall it is not a game changer.

Quick and easy to set up and get going

Comments: Easy to trace help desk tickets

Pros:

Product is extremely easy to set up and use. The configuration is flexible and can be tailored to your environment. UI is intuitive and easy to team to analysts.

Cons:

Not everyone is great at customer service. There are few customizations that the tool doesn't allow that seem needed.

As a customer it was easy to use, but...

Comments: I'd never heard of HappyFox until i emailed a company asking information on a purchase made 12 years ago.
I was emailed with a link to HappyFox to create a login. It was easy to set up and i left a message. From the format, i liked the way it looked, thought it would be an easy experience, but it wasn't.
The company never responded. Even when i left multiple replies, nothing. So, as this was my first time using HappyFox, i don't know if the issue was them or was the customer service of the company.
When i finally did hear from the company, i soon realized the customer service was outsourced as they had no knowledge of the equipment i was asking about. Just hope that's not a HappyFox perk

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.

I'm happy with happyfox

Pros:

I love the custom features available. It is simple and easy to communicate with clients and keep up to date on product records, etc. Highly recommended! And the customer service team is beyond helpful with any question.

Cons:

I have no cons for the product. Everything works well and if I ever have an issue the support team is right there.

HappyFox offers a great service for its price!

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

Happy with Happy Fox!

Pros:

What I like most about the software is the ease of its interface. You do not have to look through pages and pages of different stuff, your tickets are right in front of you when you log in!

Cons:

The only Con that I experienced with this software is the ticket response were directly sent to the users junk folder. After contacting local support they were able to adjust the settings and solve the issue.

Great Help Desk Software

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.

HappyFox has streamlined our customer service process and allowed us to better measure our success.

Pros:

It's easy to use across teams, easy to view data and easy to customize for our needs. There is also a wonderful help team that was instrumental in getting us set up and functioning as we needed.

Cons:

I wish there was more flexibility to customize the contact form but I otherwise see very few cons in our usage!

Simple and easy to use

Comments: We have used various help desk systems in the past but have found this the easiest and simplest to use and our clients are impressed with how easy it is to use and see there tickets. We have also rolled this out to bigger clients who have an in-house IT support team who needed a system for logging their activities to their bosses.

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

Efficient, Complete and Easy to Use

Comments: Last year, we began to search for a solution that could help us in Help Desk service to legacy systems. After many "trials" we elect HappyFox. It was a perfect solution for our scenario with multiple customers, multiple systems & modules, and many users. Ease of use, lower transition time and easy training!
This tool deserves the stars!

Pros:

Front-end clean, Easy to use for staff members and end-users. Always improving with good upgrades.

Cons:

More customizable reports

One Stop solution for IT Support

Comments: I am using the Popular Plan.
The best part is that it had all the required features that we were looking for, has smart rules that help me work easily.
Generating reports cannot be more simple.
appreciable TAT by the Happyfox support team.

Pros:

Generating reports cannot be more simple. appreciable TAT by the Happyfox support team.

Cons:

Nothing in specific.....................

Quite awesome

Comments: Happy Fox gives the opportunity to use a desktop solution for tiny companies like mine. The service is excellent, fast and competent and very friendly.
For a startup the right software.

Pros:

It is easy to set up, can easily be translated to other languages. No hussle and not difficult learning how to use. Simple and effective.

Cons:

So far: no cons.