HappyFox Software

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

We never quite understood how to use HappyFox to our advantage. Emails would reach customers as gibberish, and it was confusing overall.

Pros

Support for team emails.

Cons

Emails didn't seem to always send and receive correctly.

We used only a basic account for HappyFox, but couldn't speak more highly of it's features. We mainly used the knowledge-base to explain to customers how to work with the product we were building.

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.

Pros

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

Cons

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.

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.

Pros

Intuitive interface that helps focus on incoming requests
Highly customizable

Cons

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

We spent some time a year ago looking at helpdesk software to replace the enormously complicated Kayako that we had been supplied with as part of a system rewrite. We use Magento and have multiple ecommerce stores with multiple sales/support operators. We sell live plants and support issues can sometimes be quite technical at which point staff are involved whose first skills are not with computers and software. Training them on HappyFox was quick and easy to the point where we use it internally as well as in customer facing work.

HappyFox is easy to use and full featured and has become such a part of our business that working without it is now inconceivable. In terms of functionality I would put it at being pretty close to Zendesk Enterprise in terms of functionality, but at a fraction of the price. Integration with Magento was a snip and the level of automation available has meant we have fewer support staff dealing with more cases as we grow.

All round Happy Fox has been an out and out success with us and on the rare occasions where we have asked for support, it has been quick and effective.

Pros

Easy to use, economic, full featured, integrates with Magento

Cons

Nothing

Customer support and responsiveness is top notch. Software can improve on usability aspects like a new gen software

Great service and great team..... & Good tool to use....
Thanks for your support and keep up the great work....

I had major issues in my support unit , and I was searching for solution , I came across different platforms , and finally we decided that Happy fox is the way to go for several reasons (ease of use , cost effective , great support team , outstanding up time for the tool )

Pros

the ease of use
cost efficient
great features
flexibility for development new features
great support
outstanding up time

Cons

NA

Advice to Others

NA

I was searching for a system to help us tie up lots of loose ends, our manual system was letting us down, I give happy fox a trial and found it to be very straight forward and easy to use, before we switched over we had over a hundred help desk issues, which only took a few weeks to handle the back log and manage our daily flow of help desk requests, to put it simply it's been the best software I have come across, it ticks all the boxes for us every day.

Pros

Easy to use for novice.

Cons

Nothing

Advice to Others

It's great !

We have been using happyfox past 2 years. We love the product and the customer service is absolutely fantastic!!!

Pros

User friendly
Highly customizable
Great customer support

Great Product, Great connect and overall very smooth experience right from initial discussion till closure of deal. very trivial implementation duration, overall usability is very good.

Happy Fox has brought tremendous organization, visibility and collaboration to our organization. The marketing department has increased efficiency and communication with their clients, and priorities are consistently maintained. We even have a way to avoid delayed productivity as a result of any turnover, and love the reporting functions!

The fact that HappyFox includes a comprehensive knowledgebase that can be made available to customers sets it apart from the majority of other helpdesk systems.

We are happy with happyfox. It is a good tool to give relayble support to our customers. Hope to receive soon new functions.

HappyFox offers a customer service support solution and an excellent user interface which is easy to use and intuitive along with its features and configuration options that can help manage both internal and external help desks. HappyFox came as a complete solution for maintaining an easy and customizable knowledge base and ticketing system. There is always a help service available. HappyFox came as an ideal resolution for maintaining a straightforward and customizable knowledge domain and ticketing system. I use it mostly to open and manage our ticket for our customers. This is very easy and simple to use, and our clients are impressed with how easy it is to use and to see their tickets. We have also rolled this out to bigger clients. Email communications are automatically tagged to tickets.The most effective half is that it had all the specified options that we tend to were searching for, has good rules that facilitate work simply. You can set up automated responses, and ticket forms are customizable. Great software and its app is helpful and great.

Pros

This is very easy and simple to use
set up automated responses is quite easy

Cons

Honestly none I can think of.

Advice to Others

umm no, but will recommend it, since it have improved my work, it will improve yours too.

We are using the Happyfox Helpdesk for almost a year now and are very satisfied with it.
It is really easy to use and we had set it up within a few hours. It is very customizable and has an awesome support team for all the questions we had.

We have been using this software for more then 3 years now and i can say that it works great. We use it mostly to open and manage our ticket for our customers.