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.
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.
Likelihood to recommend: 10/10
Before choosing HappyFox Helpdesk, our support team had no way to quantify the issues, pain points, and feature requests other than anecdotally in team meetings. Adopting Helpdesk has allowed me to share a complete support picture over time to the developers and administrators that keep us on track to achieve the 100% customer satisfaction with the support process that our customers are currently reporting, based on the automated after-action customer survey.
The most important feature about HappyFox is the support that the team provides 24/7. I am an administrator in a small company and decidedly not a programmer. When I originally set up Helpdesk I was a novice in how each part fit together to create a whole solution with meaningful KB, Ticketing, Categories, and Automation. The Support Team spent many hours coaching me through this process to achieve a very useful set of tools for our customers.
I like most everything about the HappyFox Help Desk and HappyFox Chat applications. The initial setup was painful and required some back-ed programming to support the way in which I wanted the Support Center page layout to appear. The support staff at HappyFox tell me that a new release of HelpDesk includes tools that simplify the UI whereby the Administrator can change the way in which items, articles, products and sections are displayed.
Likelihood to recommend: 10/10
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.
Likelihood to recommend: 0/10
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.
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.
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
Likelihood to recommend: 10/10
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
Likelihood to recommend: 10/10
There is a free 30 days trial that requires no swiping of your credit card. You can choose from 3 plans - Mighty, Fantastic and Enterprise plans that help you solve customer support bottlenecks of different sizes. All plans come with unlimited tickets, smart business rules, knowledge base, multilingual support, rich text formatting in tickets, SSL security and iOS & Android apps.
Important questions require fast responses, and most customers aren’t content to wait the days or weeks it often takes organizations to respond to their help desk queries by email. HappyFox is a cloud-based application that provides its users with a way to create online knowledge bases and help desks that can be integrated into existing websites and digital channels.
Developed for businesses of all sizes—from the smallest organizations to the largest enterprises and Fortune 500 firms—HappyFox Help Desk is already used by some of the world’s most well-known brands, including Whirlpool, Sony DADC, and Sennheiser. In particular, businesses in the education, retail, travel, IT services, non-profit, government, telecom, healthcare, and real estate industries have found unique ways to utilize HappyFox’s most important features, which include knowledge base tools, multi-channel help desk ticketing, smart rules automation, advanced reporting, and a robust REST API.
HappyFox provides practical help desk solutions for organizations that are interested in offering self-help tools to their customers or guests. Using the company’s knowledge base software, in particular, businesses are able to manage both external help pages (for customers) and internal knowledge bases (for employees). External self-help articles may be indexed by search engines or kept private for selected customer use only. Meanwhile, internal knowledge bases are accessible only to support agents on a 24/7 basis.
Offering a robust self-help solution, complete with knowledge base articles and FAQs, cuts down on the number of help desk tickets submitted by customers. HappyFox also enables organizations to create internal knowledge bases that their staffs can access to quickly resolve issues or complaints when customers connect via telephone or email.
HappyFox is a B2B solution that was built for SMBs and enterprises of all sizes, from the smallest startups to the largest multi-national firms. The software is most frequently used by businesses in the education, retail, travel, IT services, non-profit, government, telecom, healthcare, and real estate industries.
Although HappyFox’s internal knowledge base solutions may be utilized by every person on a company’s staff, the software is most frequently used by IT departments and support teams. Businesses are able to define the level of access for individual support staffers, based on the day-to-day responsibilities of each employee. For example, users who have been assigned “administrator” roles within HappyFox are often given access to more managerial permissions and ticket level permissions than users who have been assigned the role of “staff.”
The more articles you write for an external knowledge base, the fewer customer support tickets your users are likely to submit. HappyFox provides you with tools for writing articles and organizing those articles into sections. You can also embed images and videos into your articles, to provide both support agents and customers with the information they need.
In addition to writing the content for your knowledge base articles, you’ll also want to enter slug text. Slug text allows your readers to easily remember articles and it is also important for search engine optimization. Each of your articles should be assigned a section and a visibility level, which is where you determine whether the article should be available for the internal or the external knowledge base.
HappyFox provides businesses with a multi-channel ticketing system. Rather than trying to manage an influx of incoming emails from customers, HappyFox users are able to answer questions from inside the integrated platform.
Use custom filters to group and sort emails as they come into your ticketing system, making sure to set a priority and assign each ticket to a specific member of your support team. Tags are another tool that you can use to differentiate and index tickets as they come in.
Detailed customer support reports created with HappyFox help businesses improve customer satisfaction levels. Not only are HappyFox users able to look closely at help desk analytics—reviewing things like the number of open and closed tickets for any time period—but they can also review support staff analytics, which show ticket-level activities performed by support agents and the average time taken to respond to tickets.
To generate a new report, click on the “Reports” tab and “New Report” button. Each report you create should have a name and a description. From there, you’ll want to match the data source and select which staff members should be included in the report. You can create and view your report right away, or save the report for viewing at a later date and time.
HappyFox believes that many businesses are spending too much time handling repetitive tasks, which is why the company created its smart rules for help desk automation. Smart ticket assignments use a round-robin system to evenly allocate tickets to support agents as they enter the system. Meanwhile, automatic triggers decrease the time that agents spend setting the status, priority level, and due dates for individual tickets.
To create smart rules of your own, click on the “Manage” tab and the “Add New Smart Rule” button. Enter a name and a description of the rule you’re creating, and then select the conditions when your rule should be applied. (For example, “mark all high-priority tickets as critical if they’re not responded to within 30 minutes of receipt.”)
In addition to creating external knowledge bases that are accessible to customers and indexed by search engines, businesses are able to use HappyFox to create private internal knowledge bases. These are the ideal place for posting internal documentation, as they are accessible only to support agents with the requisite permissions.
The next time a customer asks a difficult question, refer to the company’s internal knowledge base for the answer. Internal knowledge bases are organized similarly to external knowledge bases, with lists of the most viewed articles and popular sections. Agents can browse articles by topic or search by keyword.
HappyFox provides its users with more than 20 integration options, making it possible to use this help desk and knowledge base solution in conjunction with CRM, survey, e-commerce, accounting, live chat, voice, and social media tools.
A few of the most well-known apps that HappyFox integrates with include Salesforce, Google Apps, Facebook, Zoho CRM, and SurveyMonkey. Organizations can also utilize the REST API to build custom functions to assist in their business processes.
HappyFox offers three different pricing plans, which attract three different segments of customers. Organizations receive a slight discount for paying annually, with Basic plans costing $9 per support agent, per month, Plus plans costing $19 per support agent, per month, and Enterprise plans costing $29 per support agent, per month.
Create knowledge bases that can be integrated into existing online channels.
Automate tickets for quick processing.
Centralize multi-channel support requests.
Measure and act on key support metrics.
Organize tickets to support the faster resolution of queries.