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HappyFox Help Desk

Score8 out of 10

14 Reviews and Ratings

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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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features HappyFox Help Desk has to offer, as determined by TrustRadius' reviewers.
Based on 14 ratings of HappyFox Help Desk's features
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Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.6

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 8.1

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9.1

Areas for Improvement

  • Internal knowledge base

    Internal knowledge base helps agents answer customers' support questions.

    Category average: 8.1

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.1

Reviews

What users are saying about HappyFox Help Desk.
View all reviews

One-stop Help Desk Solution

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

Pros

  • Tracking
  • Reporting
  • Customizing

Cons

  • Reports can be a bit lacking

Return on Investment

  • Being able to track progress throughout repair
  • Historical issues

Alternatives Considered

N-able MSP Manager (formerly Solarwinds MSP Manager) and Zendesk Support Suite

Other Software Used

Darktrace, Keeper, Nextiva Business Phone Service

Complete Customer Support from HappyFox

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

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.

Return on Investment

  • Through Email support, the company conducts a marketing plan, through sharing of catalogs.
  • Survey and feedback are conducted and attained from HappyFox.
  • HappyFox supports live chat, an easy way to perfect the satisfaction of clients.

Alternatives Considered

ClickHelp and Help Scout

Other Software Used

Adobe Social, AssoConnect, BiznessApps

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

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

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.

Return on Investment

  • Better multi-dept collaberation
  • Faster at resolving tickets internally due to good system

Alternatives Considered

SupportBee

Tickets with Happy Fox

Incentivized
Sarah GelberView profile
Content Marketing Specialist in Marketing at Glacial Multimedia (11-50 employees employees)

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.

Return on Investment

  • 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.

Alternatives Considered

Mojo Helpdesk

Other Software Used

Highrise, Slack, Google Drive

Happy Customer - HappyFox

Incentivized
Hammad Bin IdreesView profile
Acting Project Manager in Product Management at Goto.com.pk (501-1000 employees employees)

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.

Return on Investment

  • You can assign tickets to the relevant team or individual systematically, rather than assigning it manually.
  • The great queue functionality, which reduces response time to customers' queries.
  • You can set up auto-replies on customer tickets and on emails.

Alternatives Considered

Freshdesk, JIRA Service Desk, Help Scout, Desk.com and TeamSupport

Other Software Used

JIRA Service Desk, TeamSupport, Intercom, Help Scout, Zoho Desk

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