HappyFox Help Desk

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.