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HappyFox Help Desk

HappyFox Help Desk

Overview

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…

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Recent Reviews

TrustRadius Insights

HappyFox Help Desk is a versatile software that has found widespread use across various departments within companies. Users have praised …
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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)
    9.5
    95%
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Pricing

View all pricing

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
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Product Demos

Managing Customer Reported Incidents Using PagerDuty and HappyFox Help Desk

YouTube

Task Management – Create Tasks within Tickets with HappyFox

YouTube

Create Great Knowledge Bases and Promote Self-Service with HappyFox

YouTube

Shared Inbox for Customer Support | HappyFox Help Desk

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.6
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

9.1
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

9.1
Avg 7.6
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Product Details

What is HappyFox Help Desk?

HappyFox Help Desk Video

HappyFox is ridiculously easy, powerfully simple customer support and ticket management software. Visit www.happyfox.com for more information.

HappyFox Help Desk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Desk.com (discontinued), Freshdesk, and Zendesk Suite are common alternatives for HappyFox Help Desk.

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

The most common users of HappyFox Help Desk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(12)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

HappyFox Help Desk is a versatile software that has found widespread use across various departments within companies. Users have praised its integration and connectivity capabilities, allowing for seamless collaboration on projects. The ability to tag people in High Rise CRM system and easily tag tickets from HappyFox in internal communication channels like Slack and emails has greatly enhanced the efficiency of internal communications.

One of the primary use cases of HappyFox Help Desk is in the IT department, where it has replaced outdated and poorly managed ticketing systems. Employees now have access to an intuitive portal where they can report IT-related issues with ease. The software has increased transparency by accurately tracking tickets and correspondence between staff and customers, ensuring that no query or concern goes unresolved. Additionally, HappyFox serves as the main IT ticketing system and fleet services management tool, allowing anyone in the company to submit IT help tickets. This has streamlined the process of issue tracking and maintenance across various systems in IT and facilitated timely repairs, as well as direct communication with drivers in fleet management.

HappyFox's cloud-based customer help program is a transformational tool that focuses on improving client satisfaction through customized engagement. It centralizes help issues and inquiries, reducing the need for support emails or mailing lists which could lead to confusion or delays in responses. Users have appreciated features such as the ability to reassign tickets to different departments, creating smart rules for customization, and auto-tagging based on priority criteria. These features have proven valuable in efficiently managing customer inquiries and ensuring that each ticket is addressed by the most appropriate team or individual. Additionally, the program includes essential components such as a call center, real-time chats, call logs, case and complaint management, issue tracking, and surveys, providing comprehensive support for customer service operations.

Overall, HappyFox Help Desk has proven its value in a wide range of use cases. Its ease of use, integration capabilities, and customizable features make it a reliable solution for organizations looking to streamline their ticketing and customer support processes.

Efficient Ticket Assignment: Users have found it helpful that the HappyFox Help Desk allows tickets to be easily assigned to a specific person, preventing tickets from getting lost or going unanswered. Some reviewers appreciated the ability to assign tickets by department, ensuring that they are routed to the appropriate team. The ability to mark tickets with different stages of progress was also praised for enabling quick status determination without direct inquiries.

Streamlined Workflow Automation: Reviewers highlighted the usefulness of the Smart Rules feature in HappyFox. This feature allows users to create triggers based on various criteria, automating ticket management and streamlining workflow. The ability to automate ticket assignment based on defined criteria has been particularly valuable for efficient handling of support requests.

Intuitive Interface and Customization Options: Users have praised the easy-to-use and clean interfaces of HappyFox across all platforms, whether accessed through web interface, mobile web interface, or mobile apps. The intuitive design allows for quick updates and actions to be completed in just a few clicks, enhancing user productivity. Additionally, users appreciate the software's customization options such as custom color schemes and logos for visually appealing and user-friendly ticket submission processes.

Buggy Text Box: Some users have experienced frustration with the text box in the ticket creation process, as they report that the mouse cursor randomly jumps to another line. This issue has resulted in a slower workflow and increased annoyance for these users.

Inaccurate Due Dates: Users have encountered confusion due to tickets not displaying their due dates correctly. This inconsistency has led to potential missed deadlines and added uncertainty in managing tasks within HappyFox Help Desk.

Delayed Notifications: Several reviewers mention significant delays in receiving notifications from HappyFox Help Desk. In some cases, users report not receiving any notification at all, which places the responsibility on the assignee to manually check for new tickets. These delays can lead to decreased efficiency and potentially overlooked issues.

Users commonly recommend HappyFox as a great tool for helpdesk and customer service. They highlight its ease of use and accessibility to previously unavailable tools. Users have found it to be a good value for its functionality, exceeding their ticket expectations. They also appreciate the regular updates and good customer support provided by the software.

To ensure successful implementation, users suggest doing a demo and having clear requirements beforehand. However, some users mention the need for lower pricing and additional features like mobile options and better user information.

Another common recommendation is to use HappyFox Chat alongside the ticketing system, as it enhances communication and support capabilities. Additionally, users praise the software's great UI, excellent reporting functionality, and responsive tech support team that promptly addresses important questions.

Attribute Ratings

Reviews

(1-6 of 6)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Sarah Gelber | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
November 06, 2018

Happy Customer - HappyFox

Hammad Bin Idrees | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Lee Howley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
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