HappyFox is a cloud-based customer relationship management solution that provides help desk and ticketing solutions to businesses across various industries, including computer and software, education, travel and leisure, media and publishing, energy, retail, and more.
HappyFox sorts tickets based on priority and then organizes them based on pre-determined criteria, so that each queue is relevant and managed in a logical manner. Email templates help manage repetitive queries, and these templates can be customized to ensure a relevant response from support team members to customers. Each ticket contains a running log of actions taken so that all team members have visibility into the edits taking place.
HappyFox offers industry standard security features for managing and storing user's data. These features include SSL enabled help desk, encryption by 256 bit AES algorithm, role-based permissions and restricted access based on IPs.
HappyFox is available on a monthly subscription basis that includes support via email and phone.
David from Allura Priniting, Inc.
Specialty: Manufacturing
Employees number: 11-50 employees
December 2016
December 2016
Great tool to keep the status of our print projects updated. easy to use. easy access.
I wish we could have a more robust mobile app for my employees in production. They don't have workstations. Rene mentioned to me that you are working a new app. can't wait to see it. :)
Richard from TD's
Specialty: Hospitality / Travel
Employees number: 11-50 employees
December 2016
December 2016
We have had a most unfortunately experience with Happyfox, We contacted them as their product suited our requirements.
About us:
We own 3 sales based businesses and are share holders major in another 2, now Happyfox do not know that we own several businesses, nor do they know that we are looking for a platform to roll out across the entire brand. Having a platform like happyfox is an imperative part of owning a sales based business. We contacted Happyfox regarding implementing Desk and Chat for our the two directors in one of our businesses. We sent a business email outlining research, potential opportunities for both businesses and also a implementation strategy for rolling out happyfox.
Response:
10 days later, we received a generic email, that was a response from the head of sales that clearly hadn't read our email. 10 days later, now for a communication platform alarm bells are RINGING. If any of our consultants in anyone of our businesses responded to a potential client 10 days after the initial enquire, I would most definitely say they are not cut out for sales. Not only was the response incredibly late, the response itself as mentioned was generic and a completely erratic response offering a free trial. Which would be great usually, however we clearly put together a implementation plan for the HEAD of sales to read through.
As a potential new client, you are left under valued, like your just another sale. We contacted the head of sales and requested the details of whom we could lodge a complaint to. As a business owner we grow as a business when someone leaves negative feedback. Its an imperative part of development that you dont want to hear, but when someones offering constructive feedback our ears as owners are open. Its an area we can potentially improve so the issue doesn't arise. Or if it does, then a action plan is in place. So instead of responding to our FB message, direct email, email to support and even a LinkenIn message that have chosen to completely ignore us.
Great looking product
Good website
Good information
Bad customer service
Ridiculous email response times
Failure to have a negative feedback process in place
Happyfox treat you like your just another sale
Undervalue you as a customer
Generic responses
Impersonal service (When you actually receive it)
Mail track is a wonderful tool which enables you to know when someone reads your email. If you are going to read it, respond.
There are plenty of companies offering the same services. I STRONGLY suggest going with a company that values their clients more.
Maurice from 3eighteen media
Specialty: Media
February 2015
February 2015
Easy to use and very versatile in terms of third party integrations.
I wish that more users were available at the lower level plans. The program also has a bit of a steep learning curve.
Think about the types of integrations you want for your support system (e.g., social media, etc.) and the amount of support agents you will have.
Noah from Cape Cod Computer Specialists
Specialty: Software / IT
February 2015
February 2015
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.
If you require advanced time tracking, project management, or RMM integration this product may not be for you.
I recommend looking into the 3rd-party integrations to add to the core value of this product if you find a missing piece.
Lee from Doherty Enterprises
Specialty: Food / Beverage
February 2015
February 2015
The product is entirely web-based. However, it's still possible to respond to tickets via email. Replies to ticket emails automatically get delivered to the appropriate person. Any number of automatic responses can be set up to streamline self help articles and assign tickets to certain technicians. Round robin auto-assignment ensures that every ticket that hits the help desk has an owner. Categories can be set up to create buckets for different types of problems. Smart Rules are extremely useful and allow various actions to be preformed based on the contents of messages and age of tickets.
Functionality can be lacking, but I haven't found a problem I haven't been able to solve in a more round about way. I do wish more in-depth reporting could be done. What is there, is useful, but I wouldn't mind being able to customize it more.
Make sure it suits how you use a helpdesk. When I arrived at my company, there was no help desk software. Everyone was used to responding to emails to solve problems. It was very unorganized. However, I took this into consideration when I was searching for a help desk software. Happy Fox let all of our users respond to and even close tickets right from their email. This eliminated the need to us the application in order to be effective. Overall adoption has been very high. Additionally, our end users are much more satisfied with response times and quality of help.
Pamela from Best Buy
Employees number: 10,000+ employees
April 2018
April 2018
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.
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.
April 2018
April 2018
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
Maybe they need to invest more in features but at the end of the day it is valuable product for its price
Sharon from KCETLink
Employees number: 51-200 employees
March 2018
March 2018
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.
We love the reports. The ability to extract constituent data is very helpful. It helps us strategize on how to improve our constituent relations.
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.
Kelsey from Yasso Inc.
January 2018
January 2018
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.
I wish there was more flexibility to customize the contact form but I otherwise see very few cons in our usage!
Racey from Eliassen Group
January 2018
January 2018
Excellent support and needed functionality
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.
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.
Andreas from EY
December 2017
December 2017
Easy to trace help desk tickets
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.
Not everyone is great at customer service. There are few customizations that the tool doesn't allow that seem needed.
December 2017
December 2017
The Happyfox software is easy to use and does what it says. We are able to easily manage our tickets and track our time.
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.
November 2017
November 2017
User-Friendly Layout
Highly Customization
Internal Ticket Tracer
Ticket Reports
SAML Login
Knowledge Base
Alex from Collabsion, Inc.
September 2017
September 2017
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.
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.
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.
Ericca from We Insurance Group
May 2017
May 2017
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.
Debbie from FoldiMate
Employees number: 11-50 employees
April 2017
April 2017
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.
Quick and simple setup. Love the cannned responses. Great knowledge base feature
Can't think of any
Daniel from Entrupy Inc.
December 2016
December 2016
We never quite understood how to use HappyFox to our advantage. Emails would reach customers as gibberish, and it was confusing overall.
Support for team emails.
Emails didn't seem to always send and receive correctly.
Peter from Upstate Interactive
November 2016
November 2016
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.
Dale from Marriott International
Employees number: 10,000+ employees
November 2016
November 2016
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.
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
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.
Loris
November 2016
November 2016
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.
Intuitive interface that helps focus on incoming requests
Highly customizable
It creates a ticket of every email sent to the mail id, irrespective of their authenticity.
Julian from Ashridge Trees Limited
Employees number: 11-50 employees
October 2016
October 2016
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.
Easy to use, economic, full featured, integrates with Magento
Nothing
Nitin from Afya Arabia
October 2016
October 2016
Customer support and responsiveness is top notch. Software can improve on usability aspects like a new gen software
Vinay from Sports365
October 2016
October 2016
Great service and great team..... & Good tool to use....
Thanks for your support and keep up the great work....
Ahmed from NA
Employees number: 10,000+ employees
October 2016
October 2016
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 )
the ease of use
cost efficient
great features
flexibility for development new features
great support
outstanding up time
NA
NA
Michael from Drycore Ltd
Employees number: 51-200 employees
October 2016
October 2016
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.
Easy to use for novice.
Nothing
It's great !