Great ticket system with lots of customization, and great for multi-department collaboration
April 24, 2021

Great ticket system with lots of customization, and great for multi-department collaboration

Lauren Shriver | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with HappyFox Help Desk

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.
  • Better multi-dept collaberation
  • Faster at resolving tickets internally due to good system
HappyFox Help Desk has more functionality than SupportBee and is better IMO if you have multiple departments working on a single ticket. The SupportBee interface in some ways was simpler, but it also just had way fewer functions. There's a lot of stuff with smart rules you can do in HappyFox Help Desk. Feels like the sky's the limit. It also tracks "time spent on tickets" which can be very useful for management purposes.

Do you think HappyFox Help Desk delivers good value for the price?

Not sure

Are you happy with HappyFox Help Desk's feature set?

Yes

Did HappyFox Help Desk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of HappyFox Help Desk go as expected?

Yes

Would you buy HappyFox Help Desk again?

Yes

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.

HappyFox Help Desk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated