HappyFox Software


 

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.

 

HappyFox - HappyFox app
 
  • HappyFox - HappyFox app
    HappyFox app
  • HappyFox - Automation
    Automation
  • HappyFox - Manage tickets
    Manage tickets
  • HappyFox - Reporting
    Reporting
  • HappyFox - Mobile
    Mobile
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 2000

55 Reviews of HappyFox

 

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Software Advice Reviews (7)
More Reviews (48)

Showing 1-7 of 7

Bernardo from True Network
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Amazing at first, until you realize that the develepement stoped

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The service is good in a lot of things but lack of fundamental tools and performance. Too hard to manage, lots of bugs and no updates. The staff is amazing but the service don't follow.
I'm jumping of this service and now and I'm in a nightmare because cannot export the data to anything. Neither in cvs. Only incomplete tickets and all my work history is unreacheable.
Leaving the service very very very disapointed.

Pros

- Plenty of integrations
- Very customizable
- The support is very good, they don't mind to spend time until your problem is solved

Cons

- Smartphone App is terrible, ticket response not intuitive, lots of steps to accomplish simple tasks
- Customization is very painful, not intuitive, complex, little bugs in several functions
- Expensive against other similar products
- No updates, development is stuck for years now (monolithic service)
- Reports don't work, it's is impossible to extract relevant data about overall performance
- Cannot export tickets in full, only the original fist message (this is very disappointing)
- Faced several downtime in which was impossible to access the platform and manage tickets

Review Source
 
 

Linda from In-Person Away Virtual Events, LLC
Specialty: Telecommunications
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Great Help Desk Software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This software has a very intuitive design and integrates well with other applications and tools. It also helps to reduce workload by providing several self-service tools.

Cons

Because there are a number of rules within this software, some capabilities are limited. Also, the pricing structure is not conducive to start-ups as it requires a minimum of three users.

Review Source
 
 

David from Allura Priniting, Inc.
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2016

December 2016

Review from David (Allura)

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Great tool to keep the status of our print projects updated. easy to use. easy access.

Cons

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
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2016

December 2016

DO NOT PURCHASE HAPPYFOX

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.


Pros

Great looking product
Good website
Good information

Cons

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.

Advice to Others

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

Very Happy with HappyFox

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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

Likes Least

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

Recommendations

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

Simple yet powerful

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

Recommendations

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

A Simple but elegant HelpDesk Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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.

 
 
 
Showing 1-20 of 48

Arnaud from Santé Naturelle Adrien Gagnon
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

The basics of ticketing

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

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

Review Source: Capterra
 

David from XIV Productions

June 2018

June 2018

Not too complex, not a ton of features, but it does do and accomplish exactly what it says.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 


May 2018

May 2018

Helpful application for sales support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Pamela from Best Buy
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

Save your time and time of your team

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: GetApp
 


April 2018

April 2018

HappyFox offers a great service for its price!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: GetApp
 

Sharon from KCETLink
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

HappyFox is a great tool that helps you connect with your constituents. It's easy & efficient.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Kelsey from Yasso Inc.

January 2018

January 2018

HappyFox has streamlined our customer service process and allowed us to better measure our success.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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!

Review Source: Capterra
 

Racey from Eliassen Group

January 2018

January 2018

HappyFox has made us happy so far!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Andreas from EY

December 2017

December 2017

Quick and easy to set up and get going

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 


December 2017

December 2017

Easy to use help desk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


November 2017

November 2017

The Best of the Best

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

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

Review Source: Capterra
 

Alex from Collabsion, Inc.

September 2017

September 2017

Overall good product but with hidden gotchas

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Ericca from We Insurance Group

May 2017

May 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Debbie from FoldiMate
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Saves us hours every day

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Daniel from Entrupy Inc.

December 2016

December 2016

More Like SadFox

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Peter from Upstate Interactive

November 2016

November 2016

We really loved HappyFox

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Dale from Marriott International
Number of employees: 10,000+ employees Employees number: 10,000+ employees

November 2016

November 2016

Good Tool to Work on

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: GetApp
 

Loris

November 2016

November 2016

Definitely the Best

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: GetApp
 

Julian from Ashridge Trees Limited
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Outstanding Help desk software at an attractive price

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Nitin from Afya Arabia

October 2016

October 2016

Afya Arabia Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra