What users are saying about
5 Ratings
37 Ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.1 out of 101
37 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 4.7 out of 101

Likelihood to Recommend

HappyFox

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 profile photo

Kayako

We really like it to manage our customer interactions. It also has a chat feature (which we don't use yet) but understands that it is quite good.
No photo available

Feature Rating Comparison

Incident and problem management

HappyFox
8.0
Kayako
6.9
Organize and prioritize service tickets
HappyFox
9.0
Kayako
7.4
Expert directory
HappyFox
10.0
Kayako
9.0
Subscription-based notifications
HappyFox
5.9
Kayako
4.8
ITSM collaboration and documentation
HappyFox
8.0
Kayako
6.5
Ticket creation and submission
HappyFox
8.4
Kayako
8.0
Ticket response
HappyFox
6.5
Kayako
5.4

Self Help Community

HappyFox
7.2
Kayako
5.5
External knowledge base
HappyFox
8.0
Kayako
4.9
Internal knowledge base
HappyFox
6.4
Kayako
6.0

Multi-Channel Help

HappyFox
9.3
Kayako
6.0
Customer portal
HappyFox
8.0
Kayako
6.4
Social integration
HappyFox
9.0
Kayako
1.0
Email support
HappyFox
10.0
Kayako
8.2
Help Desk CRM integration
HappyFox
10.0
Kayako
6.5
IVR
HappyFox
Kayako
8.0

Pros

HappyFox

  • Ability to assign tickets to a specific person. When you look at the Your Tickets section, every ticket that’s currently assigned to you appears in one place, which is helpful.
  • Ability to mark tickets in different places of progress. It’s helpful to be able to look at an individual ticket and know where in the cycle of progress it currently is. This is much easier than having to ask someone directly and waste time.
  • Ability to easily assign by department. In a busy digital marketing company, the last thing anyone wants to deal with is their ticket disappearing into the great unknown. Being able to assign tickets to specific people as well as categories or departments helps solve this issue.
Sarah Gelber profile photo

Kayako

  • Simple, clean interface.
  • Customizable to suit individual companies' needs.
  • Responsive customer support.
No photo available

Cons

HappyFox

  • I’ve had issues with the text box when I’m creating the text of the ticket. Sometimes the mouse just goes to another line for no reason. This is a small but annoying bug that tends to slow me down.
  • Our company struggles with the due dates of tickets showing up the right way. On many occasions, I’ll put a due date but the person it’s assigned to will end up with a due date that’s a day later.
  • We’ve struggled with notifications from Happy Fox coming into our email. Sometimes there is a severe lag, like the ticket that’s created by you comes a day or two later. Even worse, sometimes a ticket will be assigned to you but you never got a notification. Then it’s on the ticket assignee to make sure you saw the ticket and it’s on your radar.
Sarah Gelber profile photo

Kayako

  • SAAS went down on us a handful of times but I hear servers are stronger now
  • Ability to call and talk to someone. Mostly all email and chat
  • Custom builds for you rather than all self programmed
Marc Vila profile photo

Likelihood to Renew

HappyFox

HappyFox 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 profile photo

Kayako

Kayako 7.8
Based on 11 answers
It is easy to stay with both for financial and ease-of-use.
Marie McCourt profile photo

Usability

HappyFox

No score
No answers yet
No answers on this topic

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green profile photo

Reliability and Availability

HappyFox

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.5
Based on 2 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Marie McCourt profile photo

Support

HappyFox

No score
No answers yet
No answers on this topic

Kayako

Kayako 9.5
Based on 2 answers
The support team is partially in India so sometimes support availability can be a bit wacky, but they have always resolved my questions quickly and competently with zero fuss.
Nathaniel Bannister profile photo

Implementation

HappyFox

No score
No answers yet
No answers on this topic

Kayako

Kayako 9.0
Based on 2 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Nathaniel Bannister profile photo

Alternatives Considered

HappyFox

HappyFox's only true competitor of those listed above was Zendesk. Mojo and Spiceworks each had major letdowns. Mojo was not as intuitive and lacked the ability to customize and trigger things. Spiceworks was limited to windows as far as client use. Both of these options cost less money (Spiceworks is free) but just couldn't compete on ease of use and features. HappyFox won out on price compared to Zendesk while being more feature rich in the areas we needed. Smart Rules has allowed us to basically run our help desk through emails alone. There are plenty of features in both Zendesk and HappyFox that we simply don't need or use, so it's hard to which has the upper hand in overall feature set. For us, HappyFox came out on top with its easy to use device agnostic platform with a huge emphasis on email
Lee Howley profile photo

Kayako

We only looked at a few. For a small software company, that only wanted to provide better support, it was affordable and easy enough to assimilate into our system.
Marie McCourt profile photo

Return on Investment

HappyFox

  • Reduced time to assign and resolve tickets.
  • Increase in transparency as far as when and what employees are working on.
  • Potential to reduce ticket volume via the self help portal for common issues.
  • Extremely high user adoption.
  • Great integration with other major players (Jira, Salesforce, ect.)
Lee Howley profile photo

Kayako

  • Increased employee efficiency over our previous application.
No photo available

Pricing Details

HappyFox

General

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

Kayako

General

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

Add comparison