Tickets with Happy Fox
April 30, 2019

Tickets with Happy Fox

Sarah Gelber | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with HappyFox

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.
  • 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.
Mojo was an okay ticket system but it was difficult to track. You also couldn’t consolidate between messages very well, which would leave you with long threads to deal with and waste time. With Mojo, it suited our needs for a time but as the company grew, it became clear we needed a more robust ticket system to work efficiently.
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.

HappyFox Help Desk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
2
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
7
Ticket response
5
External knowledge base
Not Rated
Internal knowledge base
4
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated