HappyFox Reviews

Pros
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.

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

Likelihood to recommend: 10/10

Pros
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.

Cons
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.

Rating breakdown

Likelihood to recommend: 10/10

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.

Rating breakdown

Likelihood to recommend: 0/10

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. 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.

Cons
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

Rating breakdown

Likelihood to recommend: 10/10

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

Cons
Nothing

Rating breakdown

Likelihood to recommend: 10/10

Pros
With a ton of new features, Happyfox is a step above the rest for ticketing and knowledge bases. Some key features/pros are - Support request from multiple channels. Tiered agent/administrator roles Automation features - auto ticket creation, time spent, canned actions, etc. Great integration options with other software Custom SLA and Reporting tools.

Cons
The tool to build out knowledge Base articles is a little lackluster. it can be tedious to build out the KBs. It looks like most future enhancements are also being placed at a higher pay tier.

Rating breakdown

Likelihood to recommend: 10/10

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.

Rating breakdown

Likelihood to recommend: 10/10

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

Likelihood to recommend: 8/10

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.

Rating breakdown

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

Likelihood to recommend: 10/10

Pros
Happyfox sets out what it is meant to do - a strong, automated ticketing system. Happyfox can be quickly setup, has a strong support team, and is constantly working on improvements. 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
A lot of the newer features are limited to the top tier pricing bracket which means, starting out with the lower level limits the features. It is limited ticketing and providing a knowledge base. Some of the newer features including project management and asset management is a little light, but, definitely improvements on turning Happyfox into a fully fledged ITSM.

Rating breakdown

Likelihood to recommend: 8/10

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.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Great product, with a simple user interface and powerful customization features. Allows for the building of Knowledge Bases and thorough tracking of all type of issues facing the end user. Will allow the users to open up ticket with their email package,

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

Rating breakdown

Likelihood to recommend: 8/10

Pros
I cannot tell you how nice it is to have ONE platform to assign and delegate tasks! The minute a ticket is created, we are able to assign it to the correct person without things getting lost in the shuffle. Our productivity has greatly increased since launching this platform across our organization's internal team!

Cons
This is very petty, but I'm not a huge fan of the interface design. With a name like HappyFox (and the cute fox logo!) I'd expect it to be prettier. Also, I don't like how tickets are created from out of office responders or junk emails. Those are one-off occasions but still annoying.

Rating breakdown

Likelihood to recommend: 9/10

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.

Rating breakdown

Likelihood to recommend: 9/10

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.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Nothing in particular jumps out at us. It is no different than most other products in the same category. It has the same basic features as the big names.

Cons
Does not support daylight savings time. In order for your time/date stamps to look right when viewing tickets, every user has to adjust their personal time zone. Since we are Eastern, that meant we had to select Atlantic during DST. Then when it switches back, we need to remember to go in and change it back to EST. No plans from them to address this bug. We disposed of several older SLAs (no tickets ever tripped them). They still show up in the report when you export the SLA data. They show as inactive but why? They were removed and there is no data associated with them. Staff Name tag. This one is rich... on a Notification to the caller (New or Reply), it inserts the name of the agent making the update or writing the ticket. On a notification to staff (New or Reply), it shows the name of the person the notice went to. Why on earth would I need to see my name when it comes to me? It doesn't work in Smart Rules either. It only adds a name when you "Assign" the ticket to someone and it is the assigned to, not the agent writing the update. Support has been great, but the product has so many holes in it, we really can't use it right. We have been using it for 8 months and we are not seeing any cost benefit because we have to spend so much time working around bugs, beating reports into submission, or reviewing tickets to check field values since you can't limit who can enter some data.

Rating breakdown

Likelihood to recommend: 3/10

Pros
I like most that HappyFox has a very organized user interface. I like that I get updates to my email and through my app so that we can be sure to respond in a timely manner to any customer or possible customer inquiring about our software.

Cons
My app logs me out randomly and I have trouble logging back in.

Rating breakdown

Likelihood to recommend: 8/10

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

Likelihood to recommend: 9/10

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

Likelihood to recommend: 3/10

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.

Rating breakdown

Likelihood to recommend: 5/10

Pros
the ease of use cost efficient great features flexibility for development new features great support outstanding up time

Cons
NA

Rating breakdown

Likelihood to recommend: 9/10

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.

Rating breakdown

Likelihood to recommend: 6/10

Pros
We love the reports. The ability to extract constituent data is very helpful. It helps us strategize on how to improve our constituent relations.

Cons
Overall it's a great tool. The one issue we have is that we cannot find an easy way to send outgoing emails to individuals. This is something that we would like improved.

Rating breakdown

Likelihood to recommend: 10/10

Pros
User friendly Highly customizable Great customer support

Rating breakdown

Likelihood to recommend: 10/10