HappyFox Software

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!

Pros

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

Cons

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.

Pros

What I like most about the software is the ease of its interface. You do not have to look through pages and pages of different stuff, your tickets are right in front of you when you log in!

Cons

The only Con that I experienced with this software is the ticket response were directly sent to the users junk folder. After contacting local support they were able to adjust the settings and solve the issue.

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Reporting

Pros

Happy Fox is very user friendly and easy to set up. Out of the box it has a lot of capabilities and the reporting is fantastic. Also, the support staff is very helpful. We looked at a few software packages but none were as good as Happy Fox.

Cons

Sometimes when there are too many smart rules engaged Happy Fox can run a bit slower, but overall it is not a game changer.

Very good tracking of my interaction with customers

Pros

I use both HappyFox ticketing system and Chat. It is a very nice ticketing system, HappyFox gives a very good competition to Zendesk Suite etc. Very easy to use. I like the design too

Cons

Same comment as for HappyFox Chat, there may are too many sections and menus and it can become a bit confusing sometimes

Finally found a way to organize all support issues and questions in one place rather than using a support@ email or mailing list. Also cut down on the number of users who would email one support person individually over and over again instead of getting their request to the rest of the team.

Pros

HappyFox is limited in what it can offer (especially the free version) but it does function as a help desk ticketing system very well. Users have a portal to submit tickets, check on progress, and respond to a help desk technicians updates or solutions.

Managers can track tickets, view what's left open, and put policies in place that make sure tickets are not forgotten and are assigned the proper priority to get taken care of.

Cons

There's not much I can think of regarding HappyFox that I'd consider a "Con". Yes, it has limitations but for the price you pay (unless you use the free version) it's worth every penny no doubt.

I'd like to see a large file size limit when responding to tickets though. Often times the responders to tickets like to attach many screenshots or even video files for users to follow along with to product a solution but every now and then it wouldn't attach correctly.

Also adding a knowledge base to reference in responses to support tickets would be amazing

Pros

It has enabled us to have multiple representatives handing the incoming emails for 1 email address.

Cons

I wish that there were better spam filters. We have had to manually set up a lot of rules to weed of spam, which can lead to other issues.

Pros

HappyFox was really easy and fast to setup. With Smart Rules we could begin to get creative and open up even more options to allowing our techs to work solely through email. If you are spending hours every day replying to support questions and most of the questions are similar, HappyFox will save you hours every day.

Cons

In fact, the only thing I do not like is the old menu layouts. Also, different tabs and menus are a bit confusing when you first get acquainted with the program.

Pros

HappyFox came as a complete solution for maintaining an easy and customizable knowledge base and ticketing system. There is always a help service available. Smart Rules are extremely useful and allow various actions to be performed based on the contents of messages and age of tickets.
For the questions we've had, HappyFox support has been excellent

Cons

Maybe they need to invest more in features but at the end of the day it is valuable product for its price

We get access to reports. Which help us prioritize how to make the constituent experience smooth. Another benefit is that we can easily work as a team to respond to constituents.

Pros

We love the reports. The ability to extract constituent data is very helpful. It helps us strategize on how to improve our constituent relations.

Cons

Overall it's a great tool. The one issue we have is that we cannot find an easy way to send outgoing emails to individuals. This is something that we would like improved.

Pros

It's easy to use across teams, easy to view data and easy to customize for our needs. There is also a wonderful help team that was instrumental in getting us set up and functioning as we needed.

Cons

I wish there was more flexibility to customize the contact form but I otherwise see very few cons in our usage!

Excellent support and needed functionality

Pros

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.

Cons

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.

Easy to trace help desk tickets

Pros

Product is extremely easy to set up and use. The configuration is flexible and can be tailored to your environment. UI is intuitive and easy to team to analysts.

Cons

Not everyone is great at customer service. There are few customizations that the tool doesn't allow that seem needed.

Pros

The Happyfox software is easy to use and does what it says. We are able to easily manage our tickets and track our time.

Cons

The thing I liked the least about the software is the user interface. It didn't affect functionality at all and really wasn't that bad, but it could be better.

Pros

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

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.

Pros

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.

Cons

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.

Pros

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.

As with most support requests they tend to be repetitive. HappyFox enabled us to create canned responses which saves so much time. Also their knowledge base software enables the customer to find answers to common questions without having to contact us directly.

Pros

Quick and simple setup. Love the cannned responses. Great knowledge base feature

Cons

Can't think of any