HappyFox Help Desk Reviews

"Good Tool to Work on"

Comments: 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.

"Great Tool - Great Support"

Comments: We needed something to automate our onboarding process among many other things. This tool will absolutely do that and much more.

Pros: I have had a great experience with HappyFox team members since I started the free trial. We are actually signing a contract because we were very impressed. I received great service and this platform can do a lot of things for us and grow with us as we grow.

Cons: Somewhat difficult to build if you aren't an IT or engineering kind of person, but they helped and I will have access to support as we add different features.

Alternatives Considered: Sapling, Quickbase and Pipefy

Reasons for Switching to HappyFox Help Desk: Cost and features.

"Exacta Review of HappyFox"

Comments: I like a streamlined, easy to use clean interface. This is what happyfox is.

Pros: It's a no nonsense, easy to use platform. Administration is easy.

Cons: Somewhat limited in features, but not much.

"Definitely the Best"

Comments: 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.

"A Simple but elegant HelpDesk Solution"

Pros: 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.

Cons: 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.

"Great service and great product"

Comments: 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

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

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.

"Saves us hours every day"

Comments: 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

"I'm happy with happyfox"

Pros: I love the custom features available. It is simple and easy to communicate with clients and keep up to date on product records, etc. Highly recommended! And the customer service team is beyond helpful with any question.

Cons: I have no cons for the product. Everything works well and if I ever have an issue the support team is right there.

"Great Software"

Comments: I would, and have, recommend this software to anyone looking for a great program for their business.

Pros: It is very versatile and easy to use. I was able to integrate this with Magento which was a huge bonus.

Cons: I can not think of one thing I disliked about the software. Perhaps it could be a bit cheaper to use but the price seemed pretty competitive with other apps like it.

"Review from David (Allura)"

Comments: 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. :)

"This app will be big one day"

Comments: I don´t know why so little people know about HappyFox, I am convinced that this app will be big one day. Actually HappyFox offers a normal customer service support solution. But the interface is so clean and modern that it is fun using it. You can set up automated responses and ticket forms are customizable.

Pros: Nice interface with beautiful colors and easy to use
Good report function

"Quite awesome"

Comments: Happy Fox gives the opportunity to use a desktop solution for tiny companies like mine. The service is excellent, fast and competent and very friendly.
For a startup the right software.

Pros: It is easy to set up, can easily be translated to other languages. No hussle and not difficult learning how to use. Simple and effective.

Cons: So far: no cons.

"Simple to use solution backed up with excellent customer service"

Comments: I have used HappyFox for the past 9 months and have found the software simple to use. The support staff at HappyFox are excellent, they respond quickly and competently.

Pros: Excellent HappyFox support/customer service staff.
Simple and customizable reporting tools.
Email communications are automatically tagged to tickets.

Cons: None

"Clean and simple customer support system"

Comments: HappyFox came as a perfect solution for maintaining a simple and customizable knowledge base and ticketing system. Their team was very helpful in the whole process. They will definitely be taking over the customer support domain as a top player in future.

Pros: Easy, Convenient, Customizable, Neat interface.

"Great helpdesk product with integrated knowledgebase"

Comments: 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.

"More Like SadFox"

Comments: 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.

"DO NOT PURCHASE HAPPYFOX"

Comments: 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.

"HappyFox helps us keep up with our candidates"

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.

"Game Changer!"

Comments: 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.

"HappyFox has made us happy so far!"

Comments: 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.

"HappyFox makes us sad..."

Comments: Great response from the sales team. Beyond that, it has not been a great experience. Very frustrating to modify and breaks easily.

Pros: Responsiveness of the sales team to get a demo going and their willingness to work with us on configuration issues. Simple system to use if you have a simple help desk need.

Cons: Our help desk became complex quickly. HappyFox does not support any level of complexity. For example, no capability of adding fields that have values dependent on others. This has led to very complex form designs. No ability to customize the layout of the forms... every field is just thrown down the left side one after the other. For over a year they did not support daylight savings time. This made it very difficult to manage as we had to get all our users to change their settings to move them to another time zone certain times of the year. They list some big enterprise clients - I can't see how any of these firms would actually use it beyond a very limited scope. It doesn't scale. Very easy to break - Every month I have to double check my reports to make sure they did not export the data in a different layout.

"As a customer it was easy to use, but..."

Comments: I'd never heard of HappyFox until i emailed a company asking information on a purchase made 12 years ago.
I was emailed with a link to HappyFox to create a login. It was easy to set up and i left a message. From the format, i liked the way it looked, thought it would be an easy experience, but it wasn't.
The company never responded. Even when i left multiple replies, nothing. So, as this was my first time using HappyFox, i don't know if the issue was them or was the customer service of the company.
When i finally did hear from the company, i soon realized the customer service was outsourced as they had no knowledge of the equipment i was asking about. Just hope that's not a HappyFox perk

Pros: Once signed up to use, it was very simple to log in and message customer support. As a customer, I can say, it was simple enough to use and easy to get back into over and over again.

Cons: Something that would be nice, would be able to see if anyone has even seen your remarks made. It's something you see so often in messenger type programs. After i filled out question and remarks, i have no idea if anyone saw it. But that may have more to do with the company using it.

"Great application!"

Comments: Even though our reports were a bit of a chore setting up, HappyFox customer service was quick in answering any questions and gave us solutions in a timely manner. We are now able to put a time on how much we spend trouble-shooting and project time.

Pros: This software was very easy to implement and use. We now have the ability to pull metrics and keep track of member inquires with ease!

Cons: Reports can be a bit hard to create but customer service was always there to help.

"Great value for a easy to use support ticket system"

Comments: We find that clients are much more likely to submit a ticket for a problem rather than post-it notes on your door or stopping you in the hall with a problem. Definitely has helped to provide timely problem resolution.

Pros: Easy to use for clients to submit support tickets either via email or the HappyFox portal. Technicians find it very convenient to respond to tickets in a timely manner.

Cons: Would like more flexibility in creating and exporting reports.