HappyFox Help Desk vs. Zoho Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HappyFox Help Desk
Score 8.7 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
Zoho Desk
Score 8.3 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$0
Pricing
HappyFox Help DeskZoho Desk
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
Free
$0
Standard
$14
per user
Professional
$23
per user
Enterprise
$40
per user
Offerings
Pricing Offerings
HappyFox Help DeskZoho Desk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Features
HappyFox Help DeskZoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HappyFox Help Desk
9.6
5 Ratings
20% above category average
Zoho Desk
8.0
2 Ratings
1% above category average
Organize and prioritize service tickets10.05 Ratings8.02 Ratings
Expert directory9.03 Ratings7.02 Ratings
Subscription-based notifications10.04 Ratings7.02 Ratings
ITSM collaboration and documentation9.14 Ratings10.01 Ratings
Ticket creation and submission10.05 Ratings8.02 Ratings
Ticket response9.55 Ratings8.02 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HappyFox Help Desk
9.1
5 Ratings
16% above category average
Zoho Desk
7.0
2 Ratings
10% below category average
External knowledge base9.24 Ratings7.02 Ratings
Internal knowledge base9.04 Ratings7.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HappyFox Help Desk
9.1
3 Ratings
17% above category average
Zoho Desk
8.0
2 Ratings
4% above category average
Customer portal9.43 Ratings8.02 Ratings
IVR8.42 Ratings00 Ratings
Social integration9.43 Ratings00 Ratings
Email support9.03 Ratings8.02 Ratings
Help Desk CRM integration9.43 Ratings8.02 Ratings
Best Alternatives
HappyFox Help DeskZoho Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HappyFox Help DeskZoho Desk
Likelihood to Recommend
9.4
(6 ratings)
7.5
(21 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
-
(0 ratings)
9.4
(12 ratings)
Support Rating
-
(0 ratings)
8.7
(12 ratings)
User Testimonials
HappyFox Help DeskZoho Desk
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.
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Zoho
The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
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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.
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Zoho
  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
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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.
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Zoho
  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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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
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Zoho
No answers on this topic
Usability
Tenmiles Corporation
No answers on this topic
Zoho
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
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Support Rating
Tenmiles Corporation
No answers on this topic
Zoho
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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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.
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Zoho
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
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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.
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Zoho
  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
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ScreenShots

Zoho Desk Screenshots

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.