11 Ratings
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Score 9.1 out of 100
68 Ratings
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Score 8.8 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

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HappyFox Help Desk
9.6
ManageEngine ServiceDesk Plus
8.2
Organize and prioritize service tickets
HappyFox Help Desk
10.0
ManageEngine ServiceDesk Plus
8.9
Expert directory
HappyFox Help Desk
9.0
ManageEngine ServiceDesk Plus
7.5
Subscription-based notifications
HappyFox Help Desk
9.6
ManageEngine ServiceDesk Plus
8.1
ITSM collaboration and documentation
HappyFox Help Desk
9.5
ManageEngine ServiceDesk Plus
8.8
Ticket creation and submission
HappyFox Help Desk
9.9
ManageEngine ServiceDesk Plus
Ticket response
HappyFox Help Desk
9.9
ManageEngine ServiceDesk Plus
Service restoration
HappyFox Help Desk
ManageEngine ServiceDesk Plus
9.0
Self-service tools
HappyFox Help Desk
ManageEngine ServiceDesk Plus
7.8
ITSM reports and dashboards
HappyFox Help Desk
ManageEngine ServiceDesk Plus
7.1

Self Help Community

HappyFox Help Desk
8.9
ManageEngine ServiceDesk Plus
External knowledge base
HappyFox Help Desk
9.0
ManageEngine ServiceDesk Plus
Internal knowledge base
HappyFox Help Desk
8.8
ManageEngine ServiceDesk Plus

Multi-Channel Help

HappyFox Help Desk
9.6
ManageEngine ServiceDesk Plus
Customer portal
HappyFox Help Desk
10.0
ManageEngine ServiceDesk Plus
IVR
HappyFox Help Desk
9.0
ManageEngine ServiceDesk Plus
Social integration
HappyFox Help Desk
10.0
ManageEngine ServiceDesk Plus
Email support
HappyFox Help Desk
9.0
ManageEngine ServiceDesk Plus
Help Desk CRM integration
HappyFox Help Desk
10.0
ManageEngine ServiceDesk Plus

ITSM asset management

HappyFox Help Desk
ManageEngine ServiceDesk Plus
7.3
Configuration mangement
HappyFox Help Desk
ManageEngine ServiceDesk Plus
8.9
Asset management dashboard
HappyFox Help Desk
ManageEngine ServiceDesk Plus
7.0
Policy and contract enforcement
HappyFox Help Desk
ManageEngine ServiceDesk Plus
6.1

Change management

HappyFox Help Desk
ManageEngine ServiceDesk Plus
8.5
Change requests repository
HappyFox Help Desk
ManageEngine ServiceDesk Plus
8.9
Change calendar
HappyFox Help Desk
ManageEngine ServiceDesk Plus
8.1
Service-level management
HappyFox Help Desk
ManageEngine ServiceDesk Plus
8.5

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

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
Norman Chambers | TrustRadius Reviewer

Cons

HappyFox Help Desk

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

ManageEngine ServiceDesk Plus

  • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
  • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
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

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
Anonymous | TrustRadius Reviewer

Usability

HappyFox Help Desk

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
Anonymous | TrustRadius Reviewer

Support Rating

HappyFox Help Desk

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.6
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | TrustRadius Reviewer

Alternatives Considered

HappyFox Help Desk

Hammad Bin Idrees | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Miguel Nuñez | 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

ManageEngine ServiceDesk Plus

  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
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

ManageEngine ServiceDesk Plus

General

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

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

HappyFox Help Desk
9.4
ManageEngine ServiceDesk Plus
9.0

Likelihood to Renew

HappyFox Help Desk
10.0
ManageEngine ServiceDesk Plus
6.0

Usability

HappyFox Help Desk
ManageEngine ServiceDesk Plus
8.0

Support Rating

HappyFox Help Desk
ManageEngine ServiceDesk Plus
9.6

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