What users are saying about
11 Ratings
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Score 9.1 out of 100
3 Ratings
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Score 10 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

eDesk by xSellco

Great for companies that sell on marketplaces and want to merge all of their communications. It saves our customer service agents tons of time, and it also connects easily with ChannelAdvisor. It would not be appropriate for a company that does not sell on marketplaces.
Erika Snow | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HappyFox Help Desk
9.7
eDesk by xSellco
10.0
Organize and prioritize service tickets
HappyFox Help Desk
10.0
eDesk by xSellco
10.0
Expert directory
HappyFox Help Desk
9.0
eDesk by xSellco
Subscription-based notifications
HappyFox Help Desk
9.6
eDesk by xSellco
10.0
ITSM collaboration and documentation
HappyFox Help Desk
9.5
eDesk by xSellco
10.0
Ticket creation and submission
HappyFox Help Desk
9.9
eDesk by xSellco
10.0
Ticket response
HappyFox Help Desk
9.9
eDesk by xSellco
10.0

Self Help Community

HappyFox Help Desk
8.9
eDesk by xSellco
10.0
External knowledge base
HappyFox Help Desk
9.0
eDesk by xSellco
10.0
Internal knowledge base
HappyFox Help Desk
8.8
eDesk by xSellco

Multi-Channel Help

HappyFox Help Desk
9.6
eDesk by xSellco
8.5
Customer portal
HappyFox Help Desk
10.0
eDesk by xSellco
IVR
HappyFox Help Desk
9.0
eDesk by xSellco
Social integration
HappyFox Help Desk
10.0
eDesk by xSellco
7.0
Email support
HappyFox Help Desk
9.0
eDesk by xSellco
10.0
Help Desk CRM integration
HappyFox Help Desk
10.0
eDesk by xSellco

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

eDesk by xSellco

  • Easy to use for customers
  • Maintains marketplace standards for communication
  • Is the only platform that offers these services
  • Connects with Channel Advisor
Erika Snow | TrustRadius Reviewer

Cons

HappyFox Help Desk

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

eDesk by xSellco

  • I wish the filters displayed closer to the top of the inbox vs the bottom
  • The new and to-do tabs can be confusing at first
  • Agents must take ownership once in the message; it is not auto-assigned when you click into a message, so there is room for duplication.
Erika Snow | 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

eDesk by xSellco

No score
No answers yet
No answers on this topic

Alternatives Considered

HappyFox Help Desk

Hammad Bin Idrees | TrustRadius Reviewer

eDesk by xSellco

They were not even close to offering what xSellco has and the ease of using the platform. eDesk by xSellco is a great price point, is very easy to use, and it also integrates with ChannelAdvisor and Big Commerce, which was a determining factor for us. It also is an Amazon partner and ensures that they are adhering to all of the strict communication rules Amazon has.
Erika Snow | 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

eDesk by xSellco

  • Saves agents lots of time
  • Creates better communication with customer with less time in between messages
  • Helps us provide great customer service
  • Has helped us meet marketplace communication standards and receive more feedback/reviews
Erika Snow | TrustRadius Reviewer

Screenshots

HappyFox Help Desk

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

eDesk by xSellco

General

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

eDesk by xSellco Editions & Modules

Edition
eDesk Essential$851
eDesk Unlimited$1251
eDesk Unlimited +$1951
  1. per user
Additional Pricing Details
These are the month-to-month prices for using eDesk. If you would like to pay annually instead there is a discount on the total price. Each plan offers a variety of different features to suit any online seller.

Rating Summary

Likelihood to Recommend

HappyFox Help Desk
9.4
eDesk by xSellco
10.0

Likelihood to Renew

HappyFox Help Desk
10.0
eDesk by xSellco

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