HappyFox Help Desk vs. LiveAgent

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HappyFox Help Desk
Score 9.0 out of 10
N/A
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. It provides integration with other web apps like CRM, live-chats, voice and bug tracking apps. Community forums feature help customers help each other and connect. Mobile versions of Happyfox provide support on the move.
$29
per user/per month
LiveAgent
Score 8.9 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. The vendor states users can increase productivity by taking advantage of its customer segmentation, automation, built-in CRM, and a powerful analytics package, as well as gamification features. They invite users to discover over 180+ help desk features, and…
$15
per month
Pricing
HappyFox Help DeskLiveAgent
Editions & Modules
Mighty
$29
per user/per month
Fantastic
$49
per user/per month
Enterprise
$69
per user/per month
Enterprise Plus
$89
per user/per month
Ticket
$15
per month
Ticket+Chat
$29
per month
All-inclusive
$49
per month
Downloadable licence
11,950
20 agents
Offerings
Pricing Offerings
HappyFox Help DeskLiveAgent
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
More Pricing Information
Community Pulse
HappyFox Help DeskLiveAgent
Top Pros
Top Cons
Features
HappyFox Help DeskLiveAgent
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HappyFox Help Desk
9.6
5 Ratings
LiveAgent
8.5
57 Ratings
Organize and prioritize service tickets10.05 Ratings8.654 Ratings
Expert directory9.03 Ratings8.145 Ratings
Subscription-based notifications10.04 Ratings8.242 Ratings
ITSM collaboration and documentation9.24 Ratings7.638 Ratings
Ticket creation and submission10.05 Ratings9.256 Ratings
Ticket response9.65 Ratings9.257 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HappyFox Help Desk
9.1
5 Ratings
LiveAgent
8.7
51 Ratings
External knowledge base9.24 Ratings8.548 Ratings
Internal knowledge base9.04 Ratings9.046 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HappyFox Help Desk
9.2
3 Ratings
LiveAgent
8.3
56 Ratings
Customer portal9.53 Ratings8.652 Ratings
IVR8.52 Ratings7.728 Ratings
Social integration9.53 Ratings8.150 Ratings
Email support9.03 Ratings9.452 Ratings
Help Desk CRM integration9.53 Ratings7.745 Ratings
User Ratings
HappyFox Help DeskLiveAgent
Likelihood to Recommend
9.4
(6 ratings)
9.3
(115 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.3
(4 ratings)
Usability
-
(0 ratings)
8.0
(4 ratings)
Support Rating
-
(0 ratings)
9.3
(27 ratings)
Implementation Rating
-
(0 ratings)
9.1
(6 ratings)
User Testimonials
HappyFox Help DeskLiveAgent
Likelihood to Recommend
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.
Read full review
QualityUnit, LLC
LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
Read full review
Pros
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.
Read full review
QualityUnit, LLC
  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
Read full review
Cons
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.
Read full review
QualityUnit, LLC
  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
Read full review
Likelihood to Renew
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
Read full review
QualityUnit, LLC
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Read full review
Usability
Tenmiles Corporation
No answers on this topic
QualityUnit, LLC
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Read full review
Support Rating
Tenmiles Corporation
No answers on this topic
QualityUnit, LLC
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
Read full review
Implementation Rating
Tenmiles Corporation
No answers on this topic
QualityUnit, LLC
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Read full review
Alternatives Considered
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.
Read full review
QualityUnit, LLC
Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Read full review
Return on Investment
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.
Read full review
QualityUnit, LLC
  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
Read full review