HappyFox Help Desk Features

HappyFox Help Desk

Helpdesk, customer support software

4.57/5 (83 reviews)

HappyFox Help Desk 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.

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Collaboration Tools
Communication Management
Community Management
Contact Database
Contact Management
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Interaction Tracking
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Project Time Tracking
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
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API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Collaboration Tools
Communication Management
Community Management
Contact Database
Contact Management
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Interaction Tracking
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Project Time Tracking
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Collaboration Tools
Communication Management
Community Management
Contact Database
Contact Management
Content Creation
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Interaction Tracking
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Project Time Tracking
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


44 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


179 reviews

HappyFox Help Desk Feature Reviews

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

Joseph G.

Game Changer!

2018-10-04

With custom SLA's and breach alerts management can engage themselves before an escalation occurs.

Pros

Customization and branding options by far have been the most impressive.

Cons

For example, having multiple time zones is not an option, customer generated reports are not available, only to staff members.

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
Dale B.

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
Read more
Noah R.

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 Help Desk

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
Read more
Bernardo M.

Amazing at first, until you realize that the develepement stoped

2018-04-26

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.

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
Read more
Loris D.

Verified Reviewer

Definitely the Best

2016-11-02

It has eased of all my trouble top accumulate tickets from all sources.

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
David O.

HappyFox Happy User

2019-08-09

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.

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
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
Helpful?   Yes   No
Read more
Anonymous
(Legal Services company, 201-500 employees)

"happy" with Happy Fox

2018-12-30

Pros

Some key features/pros are - Support request from multiple channels. Tiered agent/administrator roles Automation features - auto ticket creation, time spent, canned actions, etc.

Cons

The tool to build out knowledge Base articles is a little lackluster. it can be tedious to build out the KBs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Art W.

Great value for a easy to use support ticket system

2018-12-28

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.

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.

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
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
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
Helpful?   Yes   No
Read more
Dennis V.

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
Helpful?   Yes   No
Read more
Anonymous
(Law Practice company, 201-500 employees)

Strong Ticketing System

2019-07-30

I have found Happyfox an exception ticketing system, but, strong customer support.

Pros

Some of the best features of the software include customization of categories (ticket fields, contacts), a sleek and clean UI for administrators, built-in Knowledge Base, automatic ticketing, recurring tickets, ticket threading, and multiple ticket intake (email, widiget, login).

Cons

It is limited ticketing and providing a knowledge base.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
DS K.

All-in-one

2019-07-18

Pros

Very good customer relationship management software that brings the tickets raised by the customer under various windows like text, chat, mail and call altogether to a single platform.

Cons

No big flaw in this software as it is very good one.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

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

Efficient, Complete and Easy to Use

2014-03-12

Last year, we began to search for a solution that could help us in Help Desk service to legacy systems.

Pros

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

Cons

More customizable reports

Source: GetApp
Helpful?   Yes   No
Read more
Mayukh G.

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
Helpful?   Yes   No
Read more
sandeep s.

HappyFox Chat is great software

2019-03-26

Pros

1. if you are using this software as administrator its very flexible you can manage your team very easily 2. quick installation on . website 3. we are using Chat & Ticket System from HappyFox both software comes with great features & plugins

Cons

1. sometime when you install happyfox chat website shows some javascript errors & we reported this & they are working on this issue. 2. support response is little slow they need to work on this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Arnaud D.

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
Read more
Lee H.

A Simple but elegant HelpDesk Solution

2015-02-20

Pros

Any number of automatic responses can be set up to streamline self help articles and assign tickets to certain technicians.

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 Help Desk

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
Read more
Anonymous
(Hospital & Health Care company, 11-50 employees)

Great application!

2019-04-22

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.

Pros

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.

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
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
Read more
Anonymous
(Staffing and Recruiting company, 201-500 employees)

HappyFox, The Helpdesk for Humans

2019-02-17

It is used to create and track tickets for issues concerning Information Technology, Timesheets and Human Resource problems.

Pros

Allows for the building of Knowledge Bases and thorough tracking of all type of issues facing the end user.

Cons

I've yet to see anything negative about this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Amenda G.

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 Help Desk

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

Source: Capterra
Helpful?   Yes   No
Read more
Maurice C.

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 Help Desk

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
Read more
Debbie C.

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