HappyFox Help Desk Reviews and Ratings

Rating: 8 out of 10

Score

8 out of 10

Community insights

TrustRadius Insights for HappyFox Help Desk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

6 Reviews

One-stop Help Desk Solution

Rating: 9 out of 10

Incentivized

August 25, 2021

Use Cases and Deployment Scope

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.

Pros

Tracking
Reporting
Customizing

Cons

Reports can be a bit lacking

Likelihood to Recommend

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.

JAMIE RISSKY

Director of Information Technology in Information Technology at KIVI BROS TRUCKING (201-500 employees)

Vetted Review

1 year of experience

Complete Customer Support from HappyFox

Rating: 10 out of 10

Incentivized

July 28, 2021

Use Cases and Deployment Scope

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.

Pros

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.

Cons

No campaign management from HappyFox.
HappyFox lacks performance metrics.
No email management from HappyFox.

Likelihood to Recommend

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.

Derrick Ramma

Systems Software Engineer in Information Technology at Inspire Community Trust (51-200 employees)

Vetted Review

2 years of experience

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

Rating: 9 out of 10

Incentivized

April 24, 2021

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Lauren Shriver

Lead SEO Strategist in Marketing at Studio III Marketing (51-200 employees)

Vetted Review

1 year of experience

Tickets with Happy Fox

Rating: 4 out of 10

Incentivized

April 30, 2019

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Sarah Gelber

Content Marketing Specialist in Marketing at Glacial Multimedia (11-50 employees)

Vetted Review

1 year of experience

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Happy Customer - HappyFox

Rating: 8 out of 10

Incentivized

November 6, 2018

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Hammad Bin Idrees

Acting Project Manager in Product Management at Goto.com.pk (501-1000 employees)

Vetted Review

1 year of experience

View profile

An Absolutely Stellar Easy To Use Help Desk Software

Rating: 10 out of 10

Incentivized

June 16, 2014

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Lee Howley

IT Operations Manager in Information Technology at Doherty Enterprises (51-200 employees)

Vetted Review

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Reviews and Ratings

An Absolutely Stellar Easy To Use Help Desk Software

Rating: 10 out of 10

Incentivized

June 16, 2014

Use Cases and Deployment Scope

Pros

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.

Cons

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.

Likelihood to Recommend

Lee Howley

IT Operations Manager in Information Technology at Doherty Enterprises (51-200 employees)

Vetted Review

View profile