#1 most frequent
United States of America
81.8%18 installations of 22
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
Videos
Top Performing Features
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
Areas for Improvement
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
Who Buys & Uses HappyFox Help Desk
#2 most frequent
Canada
9.1%2 installations of 22
#3 most frequent
India
9.1%2 installations of 22
One-stop Help Desk Solution
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
Complete Customer Support from HappyFox
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
Great ticket system with lots of customization, and great for multi-department collaboration
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
Tickets with Happy Fox
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
Happy Customer - HappyFox
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
