HappyFox Help Desk

Score8 out of 10

14 Reviews and Ratings

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.

Categories & Use Cases

Help Desk

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9

Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2

JAMIE RISSKY

Director of Information Technology in Information Technology at KIVI BROS TRUCKING (201-500 employees employees)

Pros

Tracking
Reporting
Customizing

Cons

Reports can be a bit lacking

Return on Investment

Being able to track progress throughout repair
Historical issues

Alternatives Considered

N-able MSP Manager (formerly Solarwinds MSP Manager) and Zendesk Support Suite

Other Software Used

Darktrace, Keeper, Nextiva Business Phone Service

Derrick Ramma

Systems Software Engineer in Information Technology at Inspire Community Trust (51-200 employees employees)

Pros

HappyFox supports a live chat, an easy way for feedback and response concerning the raised issues.
HappyFox conducts progressive surveys, and feedback attained.
Case management feature is another benefit.

Cons

No campaign management from HappyFox.
HappyFox lacks performance metrics.
No email management from HappyFox.

Return on Investment

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.

Alternatives Considered

ClickHelp and Help Scout

Other Software Used

Adobe Social, AssoConnect, BiznessApps

Lauren Shriver

Lead SEO Strategist in Marketing at Studio III Marketing (51-200 employees employees)

Pros

Sending a ticket from department to department to department.
Smart rules that mark as closed, or re-open, etc. based on criteria.
Set up tagging that prioritizes or assigns tags to things automatically, or assigns to specific workers, etc.

Cons

Their interface is a bit busy and overwhelming sometimes.
Still getting notified on too many tickets I haven't even looked at, despite our in-house specialist assuring me I don't have any incorrect alerts set up. Seems HappyFox Help Desk is working on this.

Return on Investment

Better multi-dept collaberation
Faster at resolving tickets internally due to good system

Alternatives Considered

SupportBee

Sarah Gelber View profile

Content Marketing Specialist in Marketing at Glacial Multimedia (11-50 employees employees)

Pros

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.

Cons

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.

Return on Investment

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.

Alternatives Considered

Mojo Helpdesk

Other Software Used

Highrise, Slack, Google Drive

Hammad Bin Idrees View profile

Acting Project Manager in Product Management at Goto.com.pk (501-1000 employees employees)

Pros

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.

Cons

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.

Return on Investment

You can assign tickets to the relevant team or individual systematically, rather than assigning it manually.
The great queue functionality, which reduces response time to customers' queries.
You can set up auto-replies on customer tickets and on emails.

Alternatives Considered

Freshdesk, JIRA Service Desk, Help Scout, Desk.com and TeamSupport

Other Software Used

JIRA Service Desk, TeamSupport, Intercom, Help Scout, Zoho Desk

Zendesk Suite

Freshdesk

Desk.com (discontinued)

TeamSupport

HappyFox Help Desk

What is HappyFox Help Desk?

Categories & Use Cases

Key Features

Top Performing Features

Organize and prioritize service tickets

Subscription-based notifications

Ticket creation and submission

Areas for Improvement

Internal knowledge base

Email support

IVR

Reviews

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Other Software Used

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Other Software Used

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