HappyFox is a web-based customer support ticketing system hosted in the cloud. It helps track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system.
$29
per month per user
Fin by Intercom
Score 8.7 out of 10
N/A
Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.
$0.99
one-time fee per 1 resolution
Pricing
HappyFox Help Desk
Fin by Intercom
Editions & Modules
Basic
$29
per month per agent
Team
$69
per month per agent
Enterprise Plus
$89
per user/per month
Pro
$119
per month per agent
Growth - Unlimited Agents
$23988
per year 20,000 Tickets / year
Scale- Unlimited Agents
$47988
per year 150,000 Tickets / year
Scale Plus - Unlimited Agents
$71988
per year 1,000,000 Tickets / year
Enterprise Pro
Contact Sales
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
Offerings
Pricing Offerings
HappyFox Help Desk
Fin by Intercom
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Discounts are offered for annual and biannuall billing on per agent plans.
Fin comes with a 90-day money-back guarantee. Here's how it works:
Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
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.
Fin by Intercom is great with supporting users through onboarding questions, explaining the basics of our product and how to use it. Even with guidance, Fin by Intercom sometimes keeps trying to troubleshoot technical issues after it goes beyond what we have in our knowledge base for solving common issues, which can be a frustrating experience.
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.
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.
Sometimes Fin can provide incorrect information when using previous conversations as a source; this is one of the few downsides, as teammates can sometimes make mistakes.
We also sometimes see that Fin does not pass to a human as quickly as we would like, but this could also be a training improvement our business needs to implement.
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
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
The Intercom plattform is amazingly well and this allows us to use FIN to its fullest potential. You have various ways of customizing your agent (from name, voice, guidance, escalation rules) and you have various built-in ways of understanding your performance and where you can improve (optimizer, topic explorer, etc.). And of course you can use FIN to ask questions about FIN! And FIN from Intercom is very well trained on itself, helping with most setup questions easily.
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
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.
We used it a few years ago, and it was not as feature-rich for our needs. It lacked true AI capabilities, was hard for users to understand, and created workaround issues. The internal ticket system was difficult to use and led to many missed issues and calls.
Greater customer satisfaction: Implementing Fin by Intercom AI and Intercom in general has definitely improved our CSATs from our customers. We are now consistently getting high 90s (in percentage) from our CSATs, both for Fin by Intercom and teammates. So yes, our customers are really happy with how Intercom is working.
Reduced speed and responses: Since implementing Fin by Intercom AI and Intercom, our speed and resolution has increased massively. Resolution times have gone from days to hours with Fin by Intercom AI included. And now, with AI, customers are getting instant answers around the clock, rather than having to wait for a person.
New role opportunities: Fin by Intercom AI have lead to many new roles created, including mine. Which has expanded overtime.
