HappyFox Help Desk vs. InvGate Service 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.

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This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited

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• 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.

• Set-up of system.
• GUI is user-friendly.

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• 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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• The database for back-end is clunky and cryptic, and it is very hard to access data.
• The reporting functions are really lacking.

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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

This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.

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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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At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running

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• 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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• Upfront, it had a very good ROI compared to a homegrown system that was being used.
• Allows users to submit issues to get MFG back up and running.

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