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HappyFox software

59 reviews(4.5/5)
59 reviews(4.5/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 2000

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59 Reviews of HappyFox

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  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

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

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Abimbola from IROKO Partners Limited

    Number of employees: 51-200 employees

    July 2018

    Happyfox is changing the way helpdesk solutions run.

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Eric from Source2 RPO

    Number of employees: 51-200 employees

    July 2018

    HappyFox helps us keep up with our candidates

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Lori from Summit Group

    Number of employees: 51-200 employees

    June 2018

    Best Business Decision

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Arnaud from Santé Naturelle Adrien Gagnon

    Number of employees: 51-200 employees

    June 2018

    The basics of ticketing

    Ease-of-use
    Functionality
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • David from XIV Productions

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    Helpful application for sales support

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Bernardo from True Network

    Specialty: Software / IT

    Number of employees: 2-10 employees

    April 2018

    Amazing at first, until you realize that the develepement stoped

    Ease-of-use
    Functionality
    Quality
    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

    This review was submitted organically. No incentive was offered
    Review Source

  • Linda from In-Person Away Virtual Events, LLC

    Specialty: Telecommunications

    Number of employees: 2-10 employees

    April 2018

    Great Help Desk Software

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Pamela from Best Buy

    Number of employees: 10,000+ employees

    April 2018

    Save your time and time of your team

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    Number of employees: 11-50 employees

    April 2018

    HappyFox offers a great service for its price!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp

  • Sharon from KCETLink

    Number of employees: 51-200 employees

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Kelsey from Yasso Inc.

    January 2018

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Racey from Eliassen Group

    January 2018

    HappyFox has made us happy so far!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Andreas from EY

    December 2017

    Quick and easy to set up and get going

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    December 2017

    Easy to use help desk software

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    November 2017

    The Best of the Best

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

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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Alex from Collabsion, Inc.

    September 2017

    Overall good product but with hidden gotchas

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Ericca from We Insurance Group

    May 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    April 2017

    Saves us hours every day

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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
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