What users are saying about
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Top Rated
126 Ratings

Freshservice

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Top Rated
126 Ratings
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Score 8.6 out of 100
11 Ratings
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Score 9 out of 100

Feature Set Ratings

  • HappyFox Help Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.8

Freshservice

78%
9.6

HappyFox Help Desk

96%
HappyFox Help Desk ranks higher in 6/9 features

Organize and prioritize service tickets

8.9
89%
62 Ratings
10.0
100%
5 Ratings

Expert directory

6.4
64%
45 Ratings
9.0
90%
3 Ratings

Service restoration

6.8
68%
37 Ratings
N/A
0 Ratings

Self-service tools

8.3
83%
58 Ratings
N/A
0 Ratings

Subscription-based notifications

8.3
83%
48 Ratings
10.0
100%
4 Ratings

ITSM collaboration and documentation

8.0
80%
53 Ratings
9.2
92%
4 Ratings

ITSM reports and dashboards

7.9
79%
51 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
5 Ratings

Ticket response

N/A
0 Ratings
9.6
96%
5 Ratings

ITSM asset management

7.7

Freshservice

77%

HappyFox Help Desk

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Configuration mangement

8.2
82%
48 Ratings
N/A
0 Ratings

Asset management dashboard

7.5
75%
50 Ratings
N/A
0 Ratings

Policy and contract enforcement

7.5
75%
36 Ratings
N/A
0 Ratings

Change management

7.8

Freshservice

78%

HappyFox Help Desk

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Change requests repository

7.7
77%
46 Ratings
N/A
0 Ratings

Change calendar

7.6
76%
39 Ratings
N/A
0 Ratings

Service-level management

8.1
81%
45 Ratings
N/A
0 Ratings

Self Help Community

Freshservice

Feature Set Not Supported
N/A
9.1

HappyFox Help Desk

91%
HappyFox Help Desk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
9.1
91%
4 Ratings

Internal knowledge base

N/A
0 Ratings
9.0
90%
4 Ratings

Multi-Channel Help

Freshservice

Feature Set Not Supported
N/A
9.2

HappyFox Help Desk

92%
HappyFox Help Desk ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
9.5
95%
3 Ratings

IVR

N/A
0 Ratings
8.5
85%
2 Ratings

Social integration

N/A
0 Ratings
9.5
95%
3 Ratings

Email support

N/A
0 Ratings
9.0
90%
3 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.5
95%
3 Ratings

Attribute Ratings

  • HappyFox Help Desk is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

Likelihood to Recommend

8.9

Freshservice

89%
63 Ratings
9.4

HappyFox Help Desk

94%
6 Ratings

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings
10.0

HappyFox Help Desk

100%
1 Rating

Usability

9.0

Freshservice

90%
6 Ratings

HappyFox Help Desk

N/A
0 Ratings

Support Rating

8.2

Freshservice

82%
32 Ratings

HappyFox Help Desk

N/A
0 Ratings

Implementation Rating

8.8

Freshservice

88%
2 Ratings

HappyFox Help Desk

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Freshservice is a pretty easy software to use. Within a matter of a few hours, I have a general sense of how the interface worked. I was able to train my colleague fairly fast given the ease of the software itself. After installing the client software on a device it creates a very simple way of tracking assets and being able to have full details on the device itself such as serial number, model, OS, last person to login and the last time it touched base with the server. This is searchable by device name which makes it a little easier to narrow down the search.
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Tenmiles Corporation

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.
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Pros

Freshworks Inc

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
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Tenmiles Corporation

  • 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.
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Cons

Freshworks Inc

  • Coding of tickets to meta data could be made quicker by easier display of tickets
  • The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
  • If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.
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Tenmiles Corporation

  • 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.
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Pricing Details

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

HappyFox Help Desk

Starting Price

$29 per user/per month

Editions & Modules

HappyFox Help Desk editions and modules pricing
EditionModules
Mighty$291
Fantastic$492
Enterprise$693
Enterprise Plus$894

Footnotes

  1. per user/per month
  2. per user/per month
  3. per user/per month
  4. per user/per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Freshworks Inc

It's overall value in our organization is extremely high and it has become an essential part of our business.
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Tenmiles Corporation

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
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Usability

Freshworks Inc

On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
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Tenmiles Corporation

No answers on this topic

Support Rating

Freshworks Inc

I've only contacted support on one occasion. I was trying to get information about customer reviews within the reporting module. I was told that what I needed to get was not possible. However, after I got off the phone I was able to figure it out myself. I did appreciate the effort
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Tenmiles Corporation

No answers on this topic

Implementation Rating

Freshworks Inc

think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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Tenmiles Corporation

No answers on this topic

Alternatives Considered

Freshworks Inc

SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
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Tenmiles Corporation

HappyFox delivered a more cost effective solution and asset management had no limit. The main problem I saw with the various other services I demoed, was the up charges. The pricing seems manageable until you see that they charge for every 100 or so of this and 100 of that. HappyFox is truly a one-stop shop for us.
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Return on Investment

Freshworks Inc

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
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Tenmiles Corporation

  • Through Email support, the company conducts a marketing plan, through sharing of catalogs.
  • Survey and feedback are conducted and attained from HappyFox.
  • HappyFox supports live chat, an easy way to perfect the satisfaction of clients.
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Screenshots

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