HappyFox Help Desk Reviews

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