FO

Fernando O.

Mid-Market (51-1000 emp.)

11/8/2023

"Excellent self-service ticketr sumbmission platform"

4.5/5

What do you like best about HappyFox Help Desk?

The easy of use in general is excellent for the platform Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

Sometimes the tool get stucked or has trouble when you want to CC people (sometimes I can't see tickets that other person opened) Review collected by and hosted on G2.com.

SK

Sarah K.

Ecommerce Specialist

Mid-Market (51-1000 emp.)

11/4/2022

"User Friendly, Custom Solutions"

5/5

What do you like best about HappyFox Help Desk?

I love HappyFox because it is a robust, user-friendly ticketing system that you can set up within 24 hours and go live with little to no training. I have worked in other ticketing systems, such as ZenDesk and ZohoDesk, as well as Salesforce Cases and HappyFox is much easier to work in and to customize.

All about the growing number of native integrations this platform is supporting. Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

We currently use the enterprise tier, and the basic smart rules have limited triggers and actions, and the smart rules cannot apply to custom fields. Honestly, if you purchase the Workflows add-on this would not be an issue as the Workflows add-on promises excel-like logic allowing you to create workflows for custom fields and much more.

The possibilities with this system are endless, and their support is always available, knowledgeable and quick to reply. Every problem I have come up against Ramesh and Rakesh have been able to resolve within an hour or less, usually less.

I have worked with a myriad of software support teams, and HappyFox is unrivaled in understanding our issues and helping us to solve them quickly. Review collected by and hosted on G2.com.

What problems is HappyFox Help Desk solving and how is that benefiting you?

We are using HappyFox to autoclose or auto-respond to tickets with canned responses, create efficiencies in our processes and help us to track and improve upon our CSAT and other Customer Service KPIs. We utilize the surveys and the reporting daily with our customers, and we also have other departments in their unique customized categories helping to speed up our internal interdepartmental processes. Being able to track what we need to when we need to and pull a live report off a dash or schedule a report to email out to leadership has been extremely helpful when making business decisions.

We love the embed widgets and webforms! We are using three webforms on our website for customer service and general inquiries and will be using more for our Sales efforts! Review collected by and hosted on G2.com.

UI

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

3/30/2023

"Happy Fox was a great transition from gmail to ticket system"

5/5

What do you like best about HappyFox Help Desk?

HF has been a great experience for our team to manage customer support tickets. One area that could be improved is the reporting functionality as it can be difficult to create custom reports. Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

The customer support provided has been excellent. However, it would be helpful to have additional training resources available for new users to get up to speed more quickly. Review collected by and hosted on G2.com.

SK

Shawna K.

Director, Design Services

Mid-Market (51-1000 emp.)

4/1/2022

"Best Help Desk online application ever!"

5/5

What do you like best about HappyFox Help Desk?

Super easy to use. The interface and functionality make perfect sense. I have barely had to read how to do something, but when I have, the support team is top-notch! Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

This application is near perfect... However, there is 1 thing.... because we do monthly reporting, I would love to see the ability to pull a report on all tickets that were first closed in any given month. Review collected by and hosted on G2.com.

Recommendations to others considering HappyFox Help Desk:

Use it and you will see how fantastic it is to use! Review collected by and hosted on G2.com.

What problems is HappyFox Help Desk solving and how is that benefiting you?

We offer a transactional service for design for players in the Building Products Industry - Homeowners and contractors alike. So while what we are doing isn't technically support-related in the technical sense, it is support-related when it comes to supporting our users with designs for whatever building they need to see designed. Review collected by and hosted on G2.com.

SE

Sarah E.

Accounting Associate

Mid-Market (51-1000 emp.)

11/9/2021

"Good Software for Ticketing items"

4.5/5

What do you like best about HappyFox Help Desk?

The software is easy to use and there are plenty of custom fields to make the platform to fit your companies needs. One of the items I like best about the platform is the dashboard for easy quick up to date results of how many requests were taken in and taken care of or still outstanding. Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

The hardest part about the platform was setting up everything with implentation. Especially the email part seemed to be a little more cumbersome than what they originally stated in the demo. But we got it to work just fine and it was a lot of notifications but the ticketing system worked well for us. Review collected by and hosted on G2.com.

What problems is HappyFox Help Desk solving and how is that benefiting you?

We got HappyFox because we needed a ticketing system for the maintenance of the 14 locations we have. There was one guy over all the buildings and there was just so many requests coming from text and email and just passing in the halls and then on top of that it was buying furniture for new offices or expansion and it was just getting lost in the shuffle Review collected by and hosted on G2.com.

DS

Darshan S.

Associate - Ad Operations

Mid-Market (51-1000 emp.)

3/10/2022

"One of the best tool to for ticket handling"

5/5

What do you like best about HappyFox Help Desk?

Happyfox is a very good platform for the ones who are looking for a ticket handling system for serving clients and providing help. The interface is very user-friendly and provides various features also. Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

The color scheme of the platform can be improved. The night theme should be included. Review collected by and hosted on G2.com.

ML

Melanie L.

Business Development Manager

Mid-Market (51-1000 emp.)

12/8/2021

"HappyFox for Happy Customers"

4/5

What do you like best about HappyFox Help Desk?

I enjoy the aesthetics and easy to use features Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

Customer feedback to the HF team is quite slow compared to other similar products Review collected by and hosted on G2.com.

SB

Sandy B.

GIS/Engineering Administrator

Mid-Market (51-1000 emp.)

1/27/2021

"Easy to use and customize. Changed our processes for the better."

3.5/5

What do you like best about HappyFox Help Desk?

Very easy to setup work flows and make changes quickly.

New user setup is a breeze and being able to access from web and APP have been extremely helpful.

Our new agents find it really simple to use and take minimal training.

Contacts being able to see their tickets have eliminated many phone calls for status updates, allowing our agents to concentrate on work verses fielding calls for updates.

Being able to report on anything in the tickets has brought new insight to management on work and time involved in tickets and within which areas of the company. Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

Wish that smart rules could be configured to have multiple actions, ie change the status and assign to a agent in a single step.

Would like to be able to save the custom fields we would like to see in a specific report verses having to pick from the list each time we download.

Improvements could be made to the Life Cycle report. Review collected by and hosted on G2.com.

Recommendations to others considering HappyFox Help Desk:

HappyFox can be up and running in no time, administration and configuration is quick and easy. Even our least tech savvy users find it simple to use, but it gives us tools we never had access to before. We envisioned 2000 tickets a year when we implemented HappyFox approximately four years ago and topped 10,000 tickets in 2020, far exceeding our original expectations. HappyFox enabled us to do 5x what we previously expected with easy. Review collected by and hosted on G2.com.

What problems is HappyFox Help Desk solving and how is that benefiting you?

Previous to HappyFox, our teams were pretty much job siloed and reporting on project status was at a minimum. We had some teams tracking on paper and others on spreadsheets. Happy Fox gave us a much better insight into each and every ticket, team and project easily.

Having the history of every closed ticket at our fingertips impowered our team in a way we didn't expect when moving to HappyFox. It has become a great source of reference.

Being able to show real time status and statistics that we had no way of doing before created quick buy in from management. Review collected by and hosted on G2.com.

KM

Kyle M.

Senior Technical Consultant

Small-Business (50 or fewer emp.)

1/17/2021

"Useful Platform, Room to Grow"

4/5

What do you like best about HappyFox Help Desk?

HappyFox is relatively flexible, has a reasonable cost and fills some unique edge cases and niches (for our organization, it was multiple brands being capable of being supported within the same help desk, wihle not costing an arm and a leg). Support is available, responsive and helpful. Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

The actual configuration and setup is a bit clunky. The availability of functionality is a priority, while the implementation is poor from a UX perspective. Mobile application lacks significant functionality, is nowhere near feature parity with the web application.

I'd be very interested in seeing UX and Quality of Life prioritized in future releases. Review collected by and hosted on G2.com.

Recommendations to others considering HappyFox Help Desk:

After having experience with a great deal of different Help Desk applications, for a variety of purposes, HappyFox provides a good value to functionality ratio. Review collected by and hosted on G2.com.

What problems is HappyFox Help Desk solving and how is that benefiting you?

We were able to achieve most automation needs with tickets, across multiple brands. Review collected by and hosted on G2.com.

AG

Alicia G.

Small-Business (50 or fewer emp.)

10/13/2020

"HappyFox administration and analysis !!"

4/5

What do you like best about HappyFox Help Desk?

It is a different software from the others that has worked and provided important solutions. I like why it allows the system to be attached to both my computer and mobile devices, its interface is attractive and optimal, in this way we can make notifications of any device attentive They are constant so it makes us be more attentive to the system. Review collected by and hosted on G2.com.

What do you dislike about HappyFox Help Desk?

Regarding the system, there are key functions to keep our company constantly monitoring there are different points of the areas within this company that we want to monitor, for this reason there is not a negative point regarding the operation because we have had solutions. Review collected by and hosted on G2.com.

Recommendations to others considering HappyFox Help Desk:

I am happy with the service functionality and it has managed to improve the stability of the organization of our company and the most important thing to improve the administration.

The organization of the company has improved in a different way allowing the work to flow and the workers can save time for other tasks, very complete for us. Review collected by and hosted on G2.com.

What problems is HappyFox Help Desk solving and how is that benefiting you?

Very simple, it seems to me that it has worked in an incredible way. Since we have been able to integrate it both in the company and much more in the optimization of software in that way we can achieve a viable solution to our system and I like its functionality, it has allowed us to maintain an organization by what I liked. Review collected by and hosted on G2.com.