9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 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

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HappyFox Help Desk
8.8
ServiceNow Customer Service Management
8.4
Organize and prioritize service tickets
HappyFox Help Desk
9.9
ServiceNow Customer Service Management
8.4
Expert directory
HappyFox Help Desk
10.0
ServiceNow Customer Service Management
7.9
Subscription-based notifications
HappyFox Help Desk
3.1
ServiceNow Customer Service Management
8.1
ITSM collaboration and documentation
HappyFox Help Desk
10.0
ServiceNow Customer Service Management
8.4
Ticket creation and submission
HappyFox Help Desk
9.9
ServiceNow Customer Service Management
9.0
Ticket response
HappyFox Help Desk
9.7
ServiceNow Customer Service Management
8.3

Self Help Community

HappyFox Help Desk
6.3
ServiceNow Customer Service Management
8.4
External knowledge base
HappyFox Help Desk
8.0
ServiceNow Customer Service Management
8.4
Internal knowledge base
HappyFox Help Desk
4.7
ServiceNow Customer Service Management
8.5

Multi-Channel Help

HappyFox Help Desk
9.3
ServiceNow Customer Service Management
8.6
Customer portal
HappyFox Help Desk
8.0
ServiceNow Customer Service Management
8.8
Social integration
HappyFox Help Desk
9.0
ServiceNow Customer Service Management
8.8
Email support
HappyFox Help Desk
10.0
ServiceNow Customer Service Management
7.7
Help Desk CRM integration
HappyFox Help Desk
10.0
ServiceNow Customer Service Management
8.7
IVR
HappyFox Help Desk
ServiceNow Customer Service Management
8.8

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

ServiceNow Customer Service Management

  • Best in class workflow - end to end.
  • Best in class user interface - across entities: clients, employees, workflow developers.
  • AI engine support to find the logical correlation between the events and proactive measures to address them.
Anonymous | TrustRadius Reviewer

Cons

HappyFox Help Desk

  • 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.
Hammad Bin Idrees | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
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

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

HappyFox Help Desk

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Anonymous | TrustRadius Reviewer

Support Rating

HappyFox Help Desk

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | TrustRadius Reviewer

Alternatives Considered

HappyFox Help Desk

HappyFox Help Desk has more functionality than SupportBee and is better IMO if you have multiple departments working on a single ticket. The SupportBee interface in some ways was simpler, but it also just had way fewer functions. There's a lot of stuff with smart rules you can do in HappyFox Help Desk. Feels like the sky's the limit. It also tracks "time spent on tickets" which can be very useful for management purposes.
Lauren Shriver | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow has a lot of easy options and easy tracking methods which will help [it] to stay a standout when compared to other tools. It has its own taste in it which is loved by millions.It's a top notch tool and I use it every day to maintain a track of my tickets with the users.
Anonymous | TrustRadius Reviewer

Return on Investment

HappyFox Help Desk

  • Having Happy Fox has helped organize our ticket systems. Spending less time sorting through tickets has meant we are spending more time doing work that pays for our clients.
  • Happy Fox allows us to see all of our tickets in one place easily. Instead of having to deal with Excel spreadsheets, you can export ticket information like the average amount of time spent on tickets, who completed the most, etc.
  • With Happy Fox, we are more productive and it’s something easily accessible to every member of the company. Each person has a login giving every employee accountability for their tickets and output.
Sarah Gelber | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
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

ServiceNow Customer Service Management

General

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

ServiceNow Customer Service Management Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

HappyFox Help Desk
8.8
ServiceNow Customer Service Management
8.1

Likelihood to Renew

HappyFox Help Desk
10.0
ServiceNow Customer Service Management

Usability

HappyFox Help Desk
ServiceNow Customer Service Management
10.0

Support Rating

HappyFox Help Desk
ServiceNow Customer Service Management
9.0

Add comparison