Overall Satisfaction with HappyFox
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.
- Reduced time to assign and resolve tickets.
- Increase in transparency as far as when and what employees are working on.
- Potential to reduce ticket volume via the self help portal for common issues.
- Extremely high user adoption.
- Great integration with other major players (Jira, Salesforce, ect.)
HappyFox's only true competitor of those listed above was Zendesk. Mojo and Spiceworks each had major letdowns. Mojo was not as intuitive and lacked the ability to customize and trigger things. Spiceworks was limited to windows as far as client use. Both of these options cost less money (Spiceworks is free) but just couldn't compete on ease of use and features.
HappyFox won out on price compared to Zendesk while being more feature rich in the areas we needed. Smart Rules has allowed us to basically run our help desk through emails alone. There are plenty of features in both Zendesk and HappyFox that we simply don't need or use, so it's hard to which has the upper hand in overall feature set. For us, HappyFox came out on top with its easy to use device agnostic platform with a huge emphasis on email.
HappyFox won out on price compared to Zendesk while being more feature rich in the areas we needed. Smart Rules has allowed us to basically run our help desk through emails alone. There are plenty of features in both Zendesk and HappyFox that we simply don't need or use, so it's hard to which has the upper hand in overall feature set. For us, HappyFox came out on top with its easy to use device agnostic platform with a huge emphasis on email.