HappyFox Features

HappyFox

Helpdesk, customer support software

4.57/5 (60 reviews)

HappyFox Feature Summary

  • Convert emails into tickets
  • Intutive user interface
  • In-depth reporting
  • Smart rules for automation
  • SLA Management
  • Personalize Queue
  • Canned actions
  • Knowledge base & FAQ
  • Custom fields
  • Escalate tickets
  • Advanced Search
  • Merge Tickets
  • CRM Integration
  • Community Forum
  • Live Chat Integration
  • Scheduled Reports
  • Native Mobile Apps
  • REST API
  • SSO: Google & SAML
  • Group Contacts

HappyFox Features In Depth

Writing knowledge base articles.

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.

Replying to customer support tickets.

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.

Deriving insights from advanced reporting tools.

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.

Using smart rules to automate tasks.

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.”)

Searching an internal knowledge base for documentation.

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.

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (137 other apps)
Activity Dashboard (59 other apps)
Automatic Notifications (64 other apps)
CRM Integration (54 other apps)
Chat (137 other apps)
Contact History (55 other apps)
Customizable Branding (58 other apps)
Email Integration (62 other apps)
Instant Messaging (72 other apps)
Knowledge Base (85 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (59 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (58 other apps)
Surveys & Feedback (60 other apps)
Third Party Integration (72 other apps)
Ticket Management (50 other apps)
Workflow Management (47 other apps)

Competitor Feature Comparison

API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Tracking
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Contact Database
Contact History
Contact Management
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Synchronization
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Help Desk Management
Indexing
Instant Messaging
Knowledge Base
Lead Assignment
Macros
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Performance Support
Permission Management
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Reporting
Status Tracking
Summary Reports
Support Ticket Tracking
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Tracking Features
Trouble Ticketing
User Activity Monitoring
Website Integration
Widgets
Workflow Management
Learn moreCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Tracking
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Contact Database
Contact History
Contact Management
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Synchronization
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Help Desk Management
Indexing
Instant Messaging
Knowledge Base
Lead Assignment
Macros
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Performance Support
Permission Management
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Reporting
Status Tracking
Summary Reports
Support Ticket Tracking
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Tracking Features
Trouble Ticketing
User Activity Monitoring
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Authentication
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Tracking
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Conferencing
Contact Database
Contact History
Contact Management
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Synchronization
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Help Desk Management
Indexing
Instant Messaging
Knowledge Base
Lead Assignment
Macros
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Performance Support
Permission Management
Prioritizing
Project Time Tracking
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Reporting
Status Tracking
Summary Reports
Support Ticket Tracking
Tagging
Third Party Integration
Ticket Management
Time Clock Integration
Tracking Features
Trouble Ticketing
User Activity Monitoring
Website Integration
Widgets
Workflow Management
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Mobile apps

iOS App


23 reviews

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Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

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HappyFox Feature Reviews

25 reviewers had the following to say about HappyFox's features:

Noah Rooney

Simple yet powerful

2015-02-26

Pros

HappyFox provides a simplistic and easily customizable help desk solution with a variety of powerful 3rd-party integrations.

Cons

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

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering HappyFox

I recommend looking into the 3rd-party integrations to add to the core value of this product if you find a missing piece.

Source: Software Advice
Helpful?   Yes   No
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Bernardo Morais

Amazing at first, until you realize that the develepement stoped

2018-04-26

Only incomplete tickets and all my work history is unreacheable.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Software Advice
Helpful?   Yes   No
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Dale Buck

Verified Reviewer

Good Tool to Work on

2016-11-05

It also has a built-in knowledge base, end-user support portal, and community forum.

Pros

It provides a multi-channel ticketing system.

Cons

The program also has needs time to learn and thus it has a steep learning curve.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Loris Dane

Verified Reviewer

Definitely the Best

2016-11-02

This software easily gives all the tickets raised from various sources like email, social media, phone call, chat,website widgets and everything.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
PDG+creative

Revolutionized Support For Us

2014-03-17

Before HappyFox, we used email inbox as our "support system", and boy was it clunky, confusing, easy to lose track of requests, and a time waster.

Pros

• Powerful reporting / sorting options to let you get an idea of where everything stands • Great integrations • HappyFox's own support team helpful and quick to response

Cons

• Can be sluggish load-time wise • There are some minor UI inconveniences at times, such as having to type in the ticket ID when relating two tickets vs being able to search by name and select that way.

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Maurice Cherry

Very Happy with HappyFox

2015-02-28

Pros

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

Cons

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

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

6/10

Recommendations to others considering HappyFox

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.

Source: Software Advice
Helpful?   Yes   No
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DarrenB

Simple and easy to use

2013-10-22

We have also rolled this out to bigger clients who have an in-house IT support team who needed a system for logging their activities to their bosses.

Pros

Easy to use Simple user interface integration to many external systems such as CMS/Websites etc Good Value for money

Cons

Would be nice to be able to categorise tickets more such as Hardware - Hard Drive Fault etc

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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H3 Solutions

Simple to use solution backed up with excellent customer service

2013-09-03

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

Email communications are automatically tagged to tickets.

Cons

None

Source: GetApp
4 of 4 people found this review helpful
Helpful?   Yes   No
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Anonymous
(Consumer Goods company, 11-50 employees)

The Best of the Best

2017-11-01

Pros

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Mayukh Gon

Verified Reviewer

Clean and simple customer support system

2014-04-04

HappyFox came as a perfect solution for maintaining a simple and customizable knowledge base and ticketing system.

Pros

Easy, Convenient, Customizable, Neat interface.

Source: GetApp
4 of 4 people found this review helpful
Helpful?   Yes   No
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Lee Howley

A Simple but elegant HelpDesk Solution

2015-02-20

Pros

However, it's still possible to respond to tickets via email.

Cons

I do wish more in-depth reporting could be done.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

9/10

Recommendations to others considering HappyFox

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.

Source: Software Advice
Helpful?   Yes   No
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Julian Bosdari

Outstanding Help desk software at an attractive price

2016-10-26

HappyFox is easy to use and full featured and has become such a part of our business that working without it is now inconceivable.

Pros

Easy to use, economic, full featured, integrates with Magento

Cons

Nothing

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Dennis Vargas

This app will be big one day

2012-06-15

You can set up automated responses and ticket forms are customizable.

Pros

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

Source: GetApp
7 of 7 people found this review helpful
Helpful?   Yes   No
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Amenda George

Helpful software

2016-10-03

HappyFox came as an ideal resolution for maintaining a straightforward and customizable knowledge domain and ticketing system.

Pros

This is very easy and simple to use set up automated responses is quite easy

Cons

Honestly none I can think of.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10

Recommendations to others considering HappyFox

umm no, but will recommend it, since it have improved my work, it will improve yours too.

Source: Capterra
Helpful?   Yes   No
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Debbie Cohen-Abravanel

Saves us hours every day

2017-04-14

Also their knowledge base software enables the customer to find answers to common questions without having to contact us directly.

Pros

Great knowledge base feature

Cons

Can't think of any

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Fernando Perez

Efficient, Complete and Easy to Use

2014-03-12

Ease of use, lower transition time and easy training!

Pros

Front-end clean, Easy to use for staff members and end-users.

Cons

More customizable reports

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
Anonymous
Co Founder (Retail company, 11-50 employees)
Verified Reviewer

HappyFox offers a great service for its price!

2018-04-17

Pros

HappyFox came as a complete solution for maintaining an easy and customizable knowledge base and ticketing system.

Cons

Maybe they need to invest more in features but at the end of the day it is valuable product for its price

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: GetApp
Helpful?   Yes   No
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Sharon A.

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

2018-03-26

Which help us prioritize how to make the constituent experience smooth.

Pros

We love the reports. The ability to extract constituent data is very helpful.

Cons

The one issue we have is that we cannot find an easy way to send outgoing emails to individuals.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Tipene

DO NOT PURCHASE HAPPYFOX

2016-12-11

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

0/10

Recommendations to others considering HappyFox

There are plenty of companies offering the same services. I STRONGLY suggest going with a company that values their clients more.

Source: Software Advice
Helpful?   Yes   No
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Linda Williams

Great Help Desk Software

2018-04-21

Pros

This software has a very intuitive design and integrates well with other applications and 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.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
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Arnaud Débart

The basics of ticketing

2018-06-15

Very good tracking of my interaction with customers

Pros

I use both HappyFox ticketing system and Chat.

Cons

Same comment as for HappyFox Chat, there may are too many sections and menus and it can become a bit confusing sometimes

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Michael Baker

easy interface, very intuitive

2013-10-21

We looked at many ticket type support systems, and HappyFox is by far the best for us.

Pros

Support from HF is great, easy interface, very intuitive.

Cons

Every email sent to the registered address creates a ticket, some by accident - such as email bounce backs.

Source: GetApp
4 of 4 people found this review helpful
Helpful?   Yes   No
Read more
David Schwartz

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

2018-06-05

Finally found a way to organize all support issues and questions in one place rather than using a support@ email or mailing list.

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.

Cons

Also adding a knowledge base to reference in responses to support tickets would be amazing

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Abimbola Kolor

Happyfox is changing the way helpdesk solutions run.

2018-07-16

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Andreas Anastassopoulos

Quick and easy to set up and get going

2017-12-19

Easy to trace help desk tickets

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more