HappyFox Help Desk

HappyFox Help Desk

About TrustRadius Scoring
Score 9.0 out of 100
HappyFox Help Desk

Overview

Recent Reviews

Popular Features

View all 13 features

Organize and prioritize service tickets (5)

10.0
100%

Ticket creation and submission (5)

10.0
100%

Ticket response (5)

9.6
96%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Mighty

$29

Cloud
per user/per month

Fantastic

$49

Cloud
per user/per month

Enterprise

$69

Cloud
per user/per month

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Incident and problem management

9.7
97%

Self Help Community

9.0
90%

Multi-Channel Help

9.2
92%

Product Details

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.

HappyFox Help Desk Competitors

HappyFox Help Desk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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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 is HappyFox Help Desk's best feature?

Reviewers rate Organize and prioritize service tickets and Subscription-based notifications and Ticket creation and submission highest, with a score of 10.

Who uses HappyFox Help Desk?

The most common users of HappyFox Help Desk are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Reviews and Ratings

 (10)

Ratings

Reviews

(1-6 of 6)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
HappyFox is used as our main IT ticket system as well as our fleet services. It is currently used from an admin side in IT and Fleet respectively, but anyone in the company can submit tickets for IT help. HappyFox gave us the ability to track and maintain issues throughout our various systems in IT. For fleet it gives the fleet manager the opportunity to manage repairs in a timely manner and reach out directly to the drivers.
  • Tracking
  • Reporting
  • Customizing
  • Reports can be a bit lacking
Honestly, if there is a need for tracking anything from IT and service to maintenance scheduling, they have a solution. I have been beyond pleased with the system and the automation that you can set up. You can customize the tickets themselves, replies, and even round robin assigning. For a smaller team I wouldn't recommend the best bundle, but they also offer more striped down versions that are more cost effective.
Score 10 out of 10
Vetted Review
Verified User
Review Source
HappyFox is a transformational cloud-based customer help program, that focuses on improving the satisfaction of clients, through customized engagement. The program has a call center, which records calls, supports real-time chats, and has a call log. Furthermore, has case and complaint management, which provides responses or feedback to the raised questions. Lastly, HappyFox tracks issues, and this is followed by a survey procedure.
  • 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.
  • No campaign management from HappyFox.
  • HappyFox lacks performance metrics.
  • No email management from HappyFox.
HappyFox will file your complaints, and provide feedback immediately. Further, there is call management, a feature that allows direct call dialing. Network monitoring is another benefit you will encounter with HappyFox. Instant and responsive live chat is also a feature incorporated in HappyFox. Issues are easily raised and they can swiftly be tracked.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Being able to reassign tickets to different departments is one of the most useful aspects. And creating your own smart rules to customize to fit your needs is pretty great. It helps us get a task done though sometimes as many as 4 departments without having to send in entirely new, separate tickets, and allows people on the thread to chime in when necessary, to give information. Also great for setting up auto-tagging for priority criteria, etc.
  • 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.
  • 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.
If you need to have one ticket that goes through multiple departments, this is great as you can just reassign to the next department once you're done with your part, and so on.

If you need to set up automatic tagging where it says "This client = priority" or "this word = goes to Bob", etc. - those functions are very helpful.

If you want to have MULTIPLE departments with their own ticketing system, this is great.

Less appropriate if you want suuuuuper simple, easy interface and are really just doing a ticketing system for one single department.
Sarah Gelber | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source
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.
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.
November 06, 2018

Happy Customer - HappyFox

Hammad Bin Idrees | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
The dashboard is outwardly charming and is very adaptable. On the off chance that you want to, you can also adjust its format and shading. You can also deal with things, for example, IP address and email servers. Its top to bottom detailing and examination capacity is accompanied by engaging visual design. A key component is HappyFox's capacity to coordinate with different applications, including your site and email records to add even more functionality. However, this requires more specialized knowledge and could involve extra effort. Administration coordination is bolstered directly or through Zapier, an administration joining structure.
Lee Howley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
The biggest factor in my selection of this product was how our techs wanted to use a Help Desk. Everyone was already accustomed to email because that's how everything was done in the past. More than that, people often responded to inquiries on their phones via email. I needed a help desk software that could be used almost entirely by email. After demoing HappyFox, I knew I had found what I was looking for.

Tickets, based on what department they are for, arrive in the appropriate tech's inbox. Techs can respond and HappyFox will forward their reply to the customer. All conversations are logged on the site so that they can be reviewed later, by us or the customer. With Smart Rules we could begin to get creative and open up even more options to allowing our techs to work solely through email. For example our managers have the ability to assign tickets to employees purely through email based on the text they enter. We also have the ability to respond to an email and close it. This speeds up resolution times by allowing everything to be handled through email. For everything else the web interface is a breeze to use.