What users are saying about
2 Ratings
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Score 8 out of 100
5 Ratings
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Score 4.9 out of 100

Likelihood to Recommend

DeskRoll Remote Desktop

DeskRoll Remote Desktop is well suited for consultant and remote support. It's less appropriate for clients worried about security and anytime remote access.
Matt Karcher | TrustRadius Reviewer

HappyFox Help Desk

Happy Fox works well in companies that want a full look at all of their tickets in one place. It may be better suited to smaller companies who can check or double check their tickets and have the time to spare. For bigger companies, I think there are better, more robust solutions.
Sarah Gelber | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

DeskRoll Remote Desktop
8.2
HappyFox Help Desk
Screen sharing
DeskRoll Remote Desktop
9.0
HappyFox Help Desk
File transfer
DeskRoll Remote Desktop
8.0
HappyFox Help Desk
Instant message
DeskRoll Remote Desktop
7.0
HappyFox Help Desk
Over-the-Internet remote session
DeskRoll Remote Desktop
9.0
HappyFox Help Desk
Initiate remote control from mobile
DeskRoll Remote Desktop
8.0
HappyFox Help Desk
Multi-platform remote control
DeskRoll Remote Desktop
8.0
HappyFox Help Desk

Incident and problem management

DeskRoll Remote Desktop
HappyFox Help Desk
7.3
Organize and prioritize service tickets
DeskRoll Remote Desktop
HappyFox Help Desk
8.5
Expert directory
DeskRoll Remote Desktop
HappyFox Help Desk
10.0
Subscription-based notifications
DeskRoll Remote Desktop
HappyFox Help Desk
3.8
ITSM collaboration and documentation
DeskRoll Remote Desktop
HappyFox Help Desk
8.0
Ticket creation and submission
DeskRoll Remote Desktop
HappyFox Help Desk
7.7
Ticket response
DeskRoll Remote Desktop
HappyFox Help Desk
5.7

Self Help Community

DeskRoll Remote Desktop
HappyFox Help Desk
6.6
External knowledge base
DeskRoll Remote Desktop
HappyFox Help Desk
8.0
Internal knowledge base
DeskRoll Remote Desktop
HappyFox Help Desk
5.1

Multi-Channel Help

DeskRoll Remote Desktop
HappyFox Help Desk
9.3
Customer portal
DeskRoll Remote Desktop
HappyFox Help Desk
8.0
Social integration
DeskRoll Remote Desktop
HappyFox Help Desk
9.0
Email support
DeskRoll Remote Desktop
HappyFox Help Desk
10.0
Help Desk CRM integration
DeskRoll Remote Desktop
HappyFox Help Desk
10.0

Pros

DeskRoll Remote Desktop

  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Matt Karcher | TrustRadius Reviewer

HappyFox Help Desk

  • Smart Rules - Easily create triggers that run based on a variety of criteria. This allows for easily moving tickets through our process. An awesome example is our manager's ability to assign tickets to technicians right from their email simply by responding to the ticket in a certain way. This prevents the opening of a web browser or the mobile app to complete basic functions. Removing one step from the process has already saved us countless hours.
  • Easy to use and clean interfaces all around. Whether it's the web interface, mobile web interface, or one of the mobile apps, HappyFox is all around intuitive. Plenty of things can be made to be updated in two or fewer clicks (Assigned to, due date, priority).
  • HappyFox allows our users to easily create tickets on behalf of customers. Any person who has previously contacted the Help Desk is stored as a contact and can be referenced again quickly.
  • While the portal they provide is basic, it can be quite heavily customized with color schemes and logos. Ours ended up looking better than almost anything else we host both internally and externally. It's clean, simple and provides an easy way for users to input a ticket.
  • Between the Smart Rules and SLAs it's easy to make sure every ticket gets the attention it deserves. Automatic reminders can be sent to technicians based on criteria. Reports can be run to ensure that service levels are being met. These two things alone have greatly increased the quality of service.
Lee Howley | TrustRadius Reviewer

Cons

DeskRoll Remote Desktop

  • DeskRoll has really done a great job with this software and I don't see any need for improvement
Matt Karcher | TrustRadius Reviewer

HappyFox Help Desk

  • There are a few features that I would hope to be standard that are not yet accessible. For instance, having different time zones isn't a choice, and clients aren't able to create their own reports, only staff can. So, my staff is required to run those reports for our clients.
Hammad Bin Idrees | TrustRadius Reviewer

Likelihood to Renew

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

HappyFox Help Desk

HappyFox Help Desk 10.0
Based on 1 answer
The way we have our implementation customized has allowed us to tailor the application to exactly how we would like to use it. We didn't have to change our procedures and fear the potential of poor adoption. Instead we customized the application to be used the way we already ran our help desk. From there on out we reaped the benefits of quicker resolutions, increased transparency, and much happier end users. After setting up Smart Rules, HappyFox does a lot of thinking for us. Tickets go where they need to go, close when they are supposed to close and even remind techs of inactivity. This removes the necessity for micromanagement, which is appreciated by our employees and managers alike
Lee Howley | TrustRadius Reviewer

Alternatives Considered

DeskRoll Remote Desktop

Cost, ease of use, file transfer and chat capabilities.
Matt Karcher | TrustRadius Reviewer

HappyFox Help Desk

Mojo was an okay ticket system but it was difficult to track. You also couldn’t consolidate between messages very well, which would leave you with long threads to deal with and waste time. With Mojo, it suited our needs for a time but as the company grew, it became clear we needed a more robust ticket system to work efficiently.
Sarah Gelber | TrustRadius Reviewer

Return on Investment

DeskRoll Remote Desktop

  • Positive: Cost of software versus other vendors
  • Positive: Instant access to clients makes them very happy
  • Positive: Cost of gas and labor reduced
  • Negative: Less time spent at client locations
Matt Karcher | TrustRadius Reviewer

HappyFox Help Desk

  • You can assign tickets to the relevant team or individual systematically, rather than assigning it manually.
  • The great queue functionality, which reduces response time to customers' queries.
  • You can set up auto-replies on customer tickets and on emails.
Hammad Bin Idrees | TrustRadius Reviewer

Screenshots

Pricing Details

DeskRoll Remote Desktop

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$29.95*

* per seat

DeskRoll Remote Desktop Editions & Modules

Edition
DeskRoll - 1 Month29.951
DeskRoll - 1 Year299.51
  1. per seat
Additional Pricing Details
With each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.

HappyFox Help Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

HappyFox Help Desk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

DeskRoll Remote Desktop
8.0
HappyFox Help Desk
4.9

Likelihood to Renew

DeskRoll Remote Desktop
HappyFox Help Desk
10.0

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