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We currently use Happy Fox across all departments for internal and company tickets. It’s used for client requests, as well as tickets between departments. It’s the simplest solution to have a ticket system that allows us to integrate and be connected on all projects, big or small. We use it most frequently when we are tagging people in High Rise, our CRM system. We also tag tickets from Happy Fox on some internal communication on Slack and in emails as well.
- 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.
- 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.
At long last, we figured out how to sort out all help issues and inquiries in a single place, as opposed to utilizing a support email or mailing list. Additionally, we cut down on the quantity of clients who might email one help individual separately again and again, as opposed to having their query addressed by whoever happens to be available.
- HappyFox is restricted in what it can offer (particularly the free version,) yet it functions exceptionally well as a support ticketing framework.
- Clients have an portal to submit tickets, mind progress, and react to support assistant's updates or plans.
- Administrators can track tickets, see what's left open, and set up plans that ensure tickets are not overlooked and are given the best possible priority to get dealt with.
- 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.
June 17, 2014
HappyFox is taking the place of our old, broken, and ill-managed Help Desk solution for our IT department. Any of our company's 200+ employees can access the easy to use portal to report IT related issues to our team. HappyFox has provided a considerable increase in transparency that lets us more accurately track a ticket and any correspondence between staff and customers. Most importantly, this solution works the way we do, by email and is entirely device agnostic via it's beautiful web interface.
- 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.
- Making changes on the mobile apps could be easier (Assigning a technician or providing a due date). It currently must be done through a ticket update which is not intuitive after having used the full web interface where the fields can be updated simply by clicking on the desired field.
- Reporting can be a little tricky to get the hang of. More over it would be better if it was possible to customize from the ground up rather than having to use some semblance of what they have provided. However, the reports are still very useful and easy to read. They have already helped us more than justify the cost of the software.
HappyFox Help Desk Scorecard Summary
Feature Scorecard Summary
What is HappyFox Help Desk?
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.
Categories: Help Desk
HappyFox Help Desk Competitors
HappyFox Help Desk Pricing
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
| Edition | Pricing Details | Terms |
|---|---|---|
| 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 |
HappyFox Help Desk Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | No |
Frequently Asked Questions
What is HappyFox Help Desk?
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.
What are HappyFox Help Desk's top competitors?
Who uses HappyFox Help Desk?
The most common users of HappyFox Help Desk are Mid-size Companies from the Information Technology & Services industry.