What users are saying about
5 Ratings
11 Ratings
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Score 9.1 out of 100
5 Ratings
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Score 9 out of 100

Likelihood to Recommend

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

Helpshift

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HappyFox Help Desk
9.6
Helpshift
9.6
Organize and prioritize service tickets
HappyFox Help Desk
10.0
Helpshift
9.2
Expert directory
HappyFox Help Desk
9.0
Helpshift
8.4
Subscription-based notifications
HappyFox Help Desk
9.6
Helpshift
10.0
ITSM collaboration and documentation
HappyFox Help Desk
9.5
Helpshift
10.0
Ticket creation and submission
HappyFox Help Desk
9.9
Helpshift
10.0
Ticket response
HappyFox Help Desk
9.9
Helpshift
10.0

Self Help Community

HappyFox Help Desk
8.9
Helpshift
8.7
External knowledge base
HappyFox Help Desk
9.0
Helpshift
8.4
Internal knowledge base
HappyFox Help Desk
8.8
Helpshift
9.0

Multi-Channel Help

HappyFox Help Desk
9.6
Helpshift
9.7
Customer portal
HappyFox Help Desk
10.0
Helpshift
10.0
IVR
HappyFox Help Desk
9.0
Helpshift
Social integration
HappyFox Help Desk
10.0
Helpshift
Email support
HappyFox Help Desk
9.0
Helpshift
9.2
Help Desk CRM integration
HappyFox Help Desk
10.0
Helpshift
10.0

Pros

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

Helpshift

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
Angel Brockbank | TrustRadius Reviewer

Cons

HappyFox Help Desk

  • No campaign management from HappyFox.
  • HappyFox lacks performance metrics.
  • No email management from HappyFox.
Derrick Ramma | TrustRadius Reviewer

Helpshift

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

Helpshift

No score
No answers yet
No answers on this topic

Usability

HappyFox Help Desk

No score
No answers yet
No answers on this topic

Helpshift

Helpshift 9.0
Based on 1 answer
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
Angel Brockbank | TrustRadius Reviewer

Support Rating

HappyFox Help Desk

No score
No answers yet
No answers on this topic

Helpshift

Helpshift 9.1
Based on 3 answers
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
Anonymous | TrustRadius Reviewer

Alternatives Considered

HappyFox Help Desk

Hammad Bin Idrees | TrustRadius Reviewer

Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
Anonymous | TrustRadius Reviewer

Return on Investment

HappyFox Help Desk

  • Better multi-dept collaberation
  • Faster at resolving tickets internally due to good system
Lauren Shriver | TrustRadius Reviewer

Helpshift

  • It's great to get a rough count of how players may feel about a specific event or release.
Anonymous | TrustRadius Reviewer

Pricing Details

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

Edition
Mighty$291
Fantastic$491
Enterprise$691
Enterprise Plus$891
  1. per user/per month
Additional Pricing Details

Helpshift

General

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

Helpshift Editions & Modules

Edition
Starter$225.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

HappyFox Help Desk
9.4
Helpshift
9.0

Likelihood to Renew

HappyFox Help Desk
10.0
Helpshift

Usability

HappyFox Help Desk
Helpshift
9.0

Support Rating

HappyFox Help Desk
Helpshift
9.1

Add comparison