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.
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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.