HappyFox Help Desk reviews

Happyfox is changing the way helpdesk solutions run.

Pluspunten:

First ,I have to commend the Happyfox team for running a good and effective support department. We switched to Happyfox in January and the experience so far , has been impressive. Setup time was a breeze ,and the support team were on hand to guide us through all hurdles during the first few weeks. I like how every conversation from emails ,social media messages ,voice calls etc are converted into tickets which we can track and respond to ,within the Happyfox interface.While making it easy to track key customer service metrics like first response time, time spent by each staff on tickets etc I will say Happyfox is changing the look ,function and feel of helpdesk solutions and I love this revolution.

Minpunten:

It is normal when trying a new innovative service to see it as all perfect. At this point, I see Happyfox as perfect,maybe I will find NEGATIVES as my organization continue using Happyfox.

HappyFox Help Desk Review

Opmerkingen: Happy Fox is an incredible ticketing solution and I cannot recommend it enough. For the price I do not think that it can be beaten.

Pluspunten:

What I like most about Happy Fox Help Desk is how easy it is to customize. You can tailor the help desk home page exactly to your liking. Not only can you customize the appearance, but it is also extremely simple to customize the options/dropdown menus that our users select when they are submitting a ticket.

Minpunten:

I wish there was an alerts button for the recent tickets that you have been tagged on. Currently, there is no notifications tab to see all of the tickets with recent activity that applies to you.

Overall good product but with hidden gotchas

Opmerkingen: We have a place to store tickets. That is it. We are not seeing the full benefits of a good ticketing system because it lacks so many simple features.

Pluspunten:

Nothing in particular jumps out at us. It is no different than most other products in the same category. It has the same basic features as the big names.

Minpunten:

Does not support daylight savings time. In order for your time/date stamps to look right when viewing tickets, every user has to adjust their personal time zone. Since we are Eastern, that meant we had to select Atlantic during DST. Then when it switches back, we need to remember to go in and change it back to EST. No plans from them to address this bug. We disposed of several older SLAs (no tickets ever tripped them). They still show up in the report when you export the SLA data. They show as inactive but why? They were removed and there is no data associated with them. Staff Name tag. This one is rich... on a Notification to the caller (New or Reply), it inserts the name of the agent making the update or writing the ticket. On a notification to staff (New or Reply), it shows the name of the person the notice went to. Why on earth would I need to see my name when it comes to me? It doesn't work in Smart Rules either. It only adds a name when you "Assign" the ticket to someone and it is the assigned to, not the agent writing the update. Support has been great, but the product has so many holes in it, we really can't use it right. We have been using it for 8 months and we are not seeing any cost benefit because we have to spend so much time working around bugs, beating reports into submission, or reviewing tickets to check field values since you can't limit who can enter some data.

Customizable to every need

Opmerkingen: The customer service from the team is beyond exceptional. Best ever.

Pluspunten:

It is so adaptable. We could add fields we needed. We could add branding. Canned responses. It allows for tickets created by phone, email and social media.

Minpunten:

It is difficult to set up but the team is very helpful.

"happy" with Happy Fox

Pluspunten:

With a ton of new features, Happyfox is a step above the rest for ticketing and knowledge bases. Some key features/pros are - Support request from multiple channels. Tiered agent/administrator roles Automation features - auto ticket creation, time spent, canned actions, etc. Great integration options with other software Custom SLA and Reporting tools.

Minpunten:

The tool to build out knowledge Base articles is a little lackluster. it can be tedious to build out the KBs. It looks like most future enhancements are also being placed at a higher pay tier.

HappyFox makes us sad...

Opmerkingen: Great response from the sales team. Beyond that, it has not been a great experience. Very frustrating to modify and breaks easily.

Pluspunten:

Responsiveness of the sales team to get a demo going and their willingness to work with us on configuration issues. Simple system to use if you have a simple help desk need.

Minpunten:

Our help desk became complex quickly. HappyFox does not support any level of complexity. For example, no capability of adding fields that have values dependent on others. This has led to very complex form designs. No ability to customize the layout of the forms... every field is just thrown down the left side one after the other. For over a year they did not support daylight savings time. This made it very difficult to manage as we had to get all our users to change their settings to move them to another time zone certain times of the year. They list some big enterprise clients - I can't see how any of these firms would actually use it beyond a very limited scope. It doesn't scale. Very easy to break - Every month I have to double check my reports to make sure they did not export the data in a different layout.

Good Tool to Work on

Opmerkingen: HappyFox is a cloud-based help desk and customer support application. We have been using HappyFox since 2 years now and we are very pleased with it. It save us so much time in the sense that most customers ask the same questions over and over again. Its ticket support system really helps in solving customers’ issues very quickly. It also has a built-in knowledge base, end-user support portal, and community forum. Overall this is a very good tool to have and can be recommended also.

Pluspunten:

It has a intuitive interface that helps users concentrate on incoming requests. It is highly customizable with robust automation. It provides a multi-channel ticketing system. It automates tickets for speedy processing It has a Knowledge base for future references (FAQ) It also helps in Report generation of historical ticketing data

Minpunten:

I wish that more users were available at the lower level plans. The program also has needs time to learn and thus it has a steep learning curve.

HappyFox Chat is great software

Pluspunten:

1. if you are using this software as administrator its very flexible you can manage your team very easily 2. quick installation on . website 3. we are using Chat & Ticket System from HappyFox both software comes with great features & plugins

Minpunten:

1. sometime when you install happyfox chat website shows some javascript errors & we reported this & they are working on this issue. 2. support response is little slow they need to work on this.

HappyFox helps us keep up with our candidates

Pluspunten:

Love that HappyFox support tickets were easy to set up from our current e-mail box. We can easily respond to inquiries quickly using canned responses. The software is able to be customized to your needs and flexible for as many users you need to have access to. You can create specific rules and statuses that help the flow of communication stay in an organized manner.

Minpunten:

There is a slight learning curve when beginning to use the software. But after a demo and support from their team, we are pro's within a matter of a few weeks.

Definitely the Best

Opmerkingen: Have been using this for quite a few time and definitely the best one. It has eased of all my trouble top accumulate tickets from all sources. This software easily gives all the tickets raised from various sources like email, social media, phone call, chat,website widgets and everything. Love it.

Pluspunten:

Intuitive interface that helps focus on incoming requests Highly customizable

Minpunten:

It creates a ticket of every email sent to the mail id, irrespective of their authenticity.

Game Changer!

Opmerkingen: Our customers have been longing for an on-line portal to report their own incidents. Not only have we provided that option to our customers with the launch of this tool but members of management are no longer in the dark on items that are lingering. With custom SLA's and breach alerts management can engage themselves before an escalation occurs. The support team is very responsive; I never have to chase the support team down for answers to my questions or challenges and to me this is most important because I in turn am able to keep our customers and staff members informed. At almost the drop of a dime, I am receiving one-on-one support!

Pluspunten:

Customization and branding options by far have been the most impressive. From the cosmetic features to the ticket fields and report types.

Minpunten:

There are some features that I would expect to be standard that are not yet available. For example, having multiple time zones is not an option, customer generated reports are not available, only to staff members. So my staff is required to run those reports for our customers.

HappyFox has made us happy so far!

Opmerkingen: Excellent support and needed functionality

Pluspunten:

We finally needed a helpdesk platform with more features than some of the low cost/free options. Upon reviewing HappyFox, we request a demo which was handled very well. We decided to give it a try and getting it up and running was crazy fast and super easy. Once it was up and running, it was overall very intuitive and the learning curve was tiny. For the questions we've had, HappyFox support has been excellent. Matter of fact, I wish support for all the vendors we deal with was as good as HappyFox support. If you're considering a new service desk platform, I'd recommend at least demo'ing HappyFox. So far we've been very pleased, and between the top quality support and the additional functionality we needed, I would certainly recommend giving HappyFox a try.

Minpunten:

The only con I could identify is if you were a huge enterprise with several thousand clients and customers to support and you simply need more functionality and bells and whistles than HappyFox has to offer. I can't say that's really a con though because HappyFox seems to be pointed towards the SMB market. As an SMB, we don't want a hundred different functions we're never going to use.

Great value for a easy to use support ticket system

Opmerkingen: We find that clients are much more likely to submit a ticket for a problem rather than post-it notes on your door or stopping you in the hall with a problem. Definitely has helped to provide timely problem resolution.

Pluspunten:

Easy to use for clients to submit support tickets either via email or the HappyFox portal. Technicians find it very convenient to respond to tickets in a timely manner.

Minpunten:

Would like more flexibility in creating and exporting reports.

My HappyFox Review

Opmerkingen: We are able to communicate with our field team and they are able to relay any needs for all eyes to see that need to see it in a timely manner and ultimately that is what we need this tool for. It's a great way to streamline all the cooks needed in the kitchen at once and a way for everyone to chime in as needed.

Pluspunten:

- Great way to manage communication with our field team - Easy to use WYSIWYG when uploading a proof for approval

Minpunten:

- Not easy to understand who received what (when a part of a grouping/team) - Easy to get lost in the software - Tough to find certain things & where they live (not intuitive)

HappyFox is an easy to use software and allows you to customize everything.

Pluspunten:

Customization is by far the best part about the software. You can create smart rules to automate your service tasks to save you time. There are so many options to change tickets to allow extra information to be included. Their service team is good and always has the answers to our questions.

Game changer when it comes to organizing our applicants questions and concerns.

Pluspunten:

It is so nice to be able to organize all of our applicants' questions into one software. It makes it very easy for us to keep track of which questions have been answered and which ones have not. It also lets us assign questions to different team members to make sure they get done quickly and efficiently.

Minpunten:

It would be nice to allow us to be able to include completed applications to this software as well. We use DocuSign and they come into our Outlook when they are completed. It would be nice to sync it with HappyFox so we can assign this task to team members as well. Other than that, this software is great.

The Best of the Best

Pluspunten:

User-Friendly Layout Highly Customization Internal Ticket Tracer Ticket Reports SAML Login Knowledge Base

Great look and feel

Opmerkingen: Was great company to deal with and they are shortlisted for possible future purchase.

Pluspunten:

The look and feel was excellent, the trial onboarding was professionally run and the customer service was the best I've been through.

Minpunten:

Trial solution was slow, that may have been due to the servers the trials run on but was very evident to us and caused frustration.

Simple yet powerful

Pluspunten:

HappyFox provides a simplistic and easily customizable help desk solution with a variety of powerful 3rd-party integrations. They've focused heavily on the core product for refined, and well layered communication.

Minpunten:

If you require advanced time tracking, project management, or RMM integration this product may not be for you.

Great Software

Opmerkingen: I would, and have, recommend this software to anyone looking for a great program for their business.

Pluspunten:

It is very versatile and easy to use. I was able to integrate this with Magento which was a huge bonus.

Minpunten:

I can not think of one thing I disliked about the software. Perhaps it could be a bit cheaper to use but the price seemed pretty competitive with other apps like it.

Better approach to handle product issues.

Opmerkingen: Overall good product easy to learn and easy to use.

Pluspunten:

Easy to learn no big complex things to do when raising tickets. Email notifications are really helpful when managing SLA.

Minpunten:

I like the product and the way it behaves.

easy interface, very intuitive

Opmerkingen: We looked at many ticket type support systems, and HappyFox is by far the best for us. We didn't want customers to have to login, create an account, submit tickets, etc. to get help. We just wanted them to send an email, and HappyFox does that. The customer never needs to log into the HappyFox site to get help, everything happens through email.

Pluspunten:

Support from HF is great, easy interface, very intuitive.

Minpunten:

Every email sent to the registered address creates a ticket, some by accident - such as email bounce backs. But we delete those and move on.

Very Happy with HappyFox

Pluspunten:

Easy to use and very versatile in terms of third party integrations.

Minpunten:

I wish that more users were available at the lower level plans. The program also has a bit of a steep learning curve.

Great Solution Packed with Easy of Use Configuration Options

Opmerkingen: HappyFox offers an excellent user interface packed with features and configuration options that can help manage both internal and external help desks. The platform is routinely updating to advance the tools available and there is always someone available to help.

Pluspunten:

Support Interface Ease of Use Flexibility Continuous Updates Client dashboard KB

Minpunten:

Non at this time

Simple to use solution backed up with excellent customer service

Opmerkingen: I have used HappyFox for the past 9 months and have found the software simple to use. The support staff at HappyFox are excellent, they respond quickly and competently.

Pluspunten:

Excellent HappyFox support/customer service staff. Simple and customizable reporting tools. Email communications are automatically tagged to tickets.

Minpunten:

None