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ServiceNow vs HappyFox Help Desk Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

HappyFox is a cloud based, all-in-one help desk and customer support software. HappyFox's ticketing system enables the quick...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

29

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.4

5

4

3

2

1

29

26

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.6

5

4

3

2

1

57

21

2

2

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
93%
would recommend this app

Pros

They have been great in helping us get going as quickly as possible and they offer some things we might also use in the future that will really help continue meeting goals.
Overall it was a good learning platform and also came to know various things that are present and which are available to use so can say had a good experience with the tool.
Its easy to use, highly customizable on the end user end, and stable. I like that I can make my dashboard look how I want it, and use the format that makes the most sense to me.

Pros

The ability to extract constituent data is very helpful. It helps us strategize on how to improve our constituent relations.
It's easy to use across teams, easy to view data and easy to customize for our needs. There is also a wonderful help team that was instrumental in getting us set up and functioning as we needed.
But the interface is so clean and modern that it is fun using it. You can set up automated responses and ticket forms are customizable.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job.

Cons

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.
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.
We have had to manually set up a lot of rules to weed of spam, which can lead to other issues.
  • Vendor responds to reviews
  • Last review9 days ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features98
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Authentication
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Indicator
  • Availability Management
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Call Tracking
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Complaint Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customer Complaint Tracking
  • Customer Database
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Data Visualization
  • Decision Support
  • Dependency Tracking
  • Diagnostic Tools
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Response Control
  • Email Templates
  • Employee Portal
  • Event Management
  • Event Triggered Actions
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Graphical Workflow Editor
  • Heatmaps
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Indexing
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • Lead Distribution
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Multi-Channel Communication
  • Multi-Language
  • Multiple Projects
  • Negative Feedback Management
  • Network Monitoring
  • Online Forums
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features91
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Authentication
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Indicator
  • Availability Management
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Call Tracking
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Complaint Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customer Complaint Tracking
  • Customer Database
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Data Visualization
  • Decision Support
  • Dependency Tracking
  • Diagnostic Tools
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Response Control
  • Email Templates
  • Employee Portal
  • Event Management
  • Event Triggered Actions
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Graphical Workflow Editor
  • Heatmaps
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Indexing
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • Lead Distribution
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Multi-Channel Communication
  • Multi-Language
  • Multiple Projects
  • Negative Feedback Management
  • Network Monitoring
  • Online Forums
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations227
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations51
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

ServiceNow vs. HappyFox Help Desk

See how ServiceNow and HappyFox Help Desk stack up against each other by comparing features, pricing, ratings, integrations, security & more.