HappyFox Reviews & Product Details


What is HappyFox?

Happyfox is a practical help desk software which provides multi-channel support for customer requests coming from email, web, phone and social media. Happyfox integrates with business applications for Accounting, customer feedback, CRM, commerce and so on. iOS, Android and Windows version of the app enable to provide support through smartphones and tablets. Community forums and knowledge base helps customer provide instant support and connect with each other.

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Languages Supported
Albanian, Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, French, German, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Modern Greek (1453-), Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian
Vendor
HappyFox Inc.
Description
The help desk company that helps SMBs and large enterprises be the best at customer support. Supports multi channels like email, voice, and mobile (iOS and Android). Going forward, social media.
Company Website
Year Founded
2011
HQ Location
Irvine, CA
Phone
+1 (949) 535-2220
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
59
Twitter
@HappyFoxApp
Twitter Followers
2,611
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Companies Using HappyFox

Lowes
Warner Bros
National Grid Transco PLC
Pure Storage
K12
Seeking Alpha
Oyster.com
Leap Frog
Cbazaar
Globe and Mail
Milliman
Grommet

HappyFox Reviews

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HappyFox Reviews

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Sales
Internet
Small-Business
(11-50 employees)
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"A good program but could be faster and more organizaed"

What do you like best?

It's easy to send e-mails, the interface is nice, it's generally fairly fast and you can easily work with other people on your team with it.

What do you dislike?

it's very hard to see new e-mails coming in which is important. There should be an alert when a client e-mails you. Otherwise they could be waiting for hours because it's easy to miss. This can upset a client as customer support is #1 for us.

Recommendations to others considering the product:

Look at different softwares first, it's certainly not a bad product but there are other out there.

What problems are you solving with the product? What benefits have you realized?

There should be an alert when a client e-mails you. Otherwise they could be waiting for hours because it's easy to miss. This can upset a client as customer support is #1 for us. Benefit is you can send a mass amount of emails out fast!

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Mid-Market
(51-200 employees)
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"Meets our needs for a multi-brand, multiple team technical service department"

What do you like best?

Flexibility. With HappyFox, it is so easy to change the configuration to meet our ever-changing needs. We can do this easily via the built-in tools and extensive knowledgebase they offer and none of it requires coding. The use of the REST API makes integration with other services we use seamless if these services are not already integrated with HappyFox. They keep adding more and more features and do not raise the price. This is not a ticketing system that will nickel and dime you to death, and that is important in my organization.

What do you dislike?

I wish that their automation tools were a little more flexible- specifically with defining the events, frequency, and triggers used to automate an action. It is set up sort of like using the Windows Task Scheduler.

Recommendations to others considering the product:

Give this a try- they are very generous with their demo access and if you need more time, they will give it to you. The Account rep (ours is Leo) is an important part of this process

What problems are you solving with the product? What benefits have you realized?

Before happyfox, we used outlook and sticky notes. Super old school. With the implementation of HappyFox we have a record of every support experience- whether it is a phone call or email. We also using the reporting and export function to fufill our quality directives and direct customer complaints and feature inprovements to the applicable product owners and quality team. The most important thing it does is give hard data on how busy we are, the performance of my team, and makes it much easier to convince management that we need more time. We now have KPIs and real, raw, objective data for reporting. It makes my job much easier, and our customers and distributors love it.

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Small-Business
(11-50 employees)
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"Happy With HappyFox"

What do you like best?

Getting set up with HappyFox and their friendly sales and support staff was a breeze. They we're very transparent with the capabilities of their platform and provided an exceptional demo of features prior to signing up. Post registration, the Happy Fox ticketing system has been a turned our chaotic email based support system, into a fluid ticketing system. Additionally, the advanced customization features of the Knowledge Base and multi-branding options allows us to match our "Support Center' with our brands seamlessly.

What do you dislike?

Really the only thing I dislike (which has no effect on the functionality of HappyFox) is the old menu layouts. The various tabs and menus are a slightly overwhelming when first getting into the program, but as they have already done with their new Tickets page, the updated user interface is easier on the eyes.

Recommendations to others considering the product:

Call up support and get a demo! They're glad to help!

What problems are you solving with the product? What benefits have you realized?

Support ticketing for customers, Customer Knowledge Base Center, and Internal Articles for product info and protocol for staff reference. With HappyFox software, we have gained the benefits of a centralized platform to keep all of our customer support and staff help issues in one organized place, and improving the overall efficiency of our support staff.

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Mid-Market
(501-1000 employees)
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"HappyFox has made us happy so far!"

What do you like best?

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.

What do you dislike?

It's hard to come up with cons for this platform. The only con I could imagine 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.

Recommendations to others considering the product:

At least do a demo for sure.

What problems are you solving with the product? What benefits have you realized?

Extended functionality over our previous service desk CRM with top notch support.

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Senior Technical Support Specialist
Computer Software
Small-Business
(2-10 employees)
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"A solid and flexible solution for our growing company"

What do you like best?

HappyFox's Support Team is top notch, and my agent Leo has been very helpful during the pre-launch phase and ongoing. Pairing smart rules with custom categories (each with their own auto-response templates) has been very helpful for us and ensures that our customers understand where their tickets are at each stage of the escalation process.

What do you dislike?

Every issue that I've had with the platform has been addressed, other than a few pending feature suggestions. I currently have no complaints about the product.

Recommendations to others considering the product:

One of HappyFox's best strengths is its support. We hit a learning curve early on and were given prompt, one on one support every time. Other than a few wish-list items we've submitted, all of our problems have been solved quickly by the HappyFox team. Because our team had never used a similar product, it was important that the experience was not overly complicated. What we love about HappyFox over other software that we trialed is its balance of powerful features and usability. The administration and ticket management process is simple, but the feature and integration list fit all of our needs.

What problems are you solving with the product? What benefits have you realized?

As a rapidly growing software company we are transitioning away from early practices such as pen and paper tickets, sticky notes, slack messages and verbal conversations. We needed a system that could replace our old customer knowledge base with a modern and easy to configure one, allow our customers to create tickets made up of easily configurable fields, allow our staff to create tickets to be escalated to our dev team, allow for easy JIRA integration, and allow for robust SLAs and smart rules (automated tasks based on ticket information.) The benefits we've realized are that we now have a guaranteed response rate with our clients that can be easily tracked, we know more about what our customers need help with by the time they reach us, allowing us to process requests quicker. We have established various smart-rules to make sure certain types of tickets reach a specific person to make our escalation process a breeze. Our customers enjoy the new user experience and the transparency of the ticketing system which allows them to check on the status of their tickets whenever they like.

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Business Owner
Computer Software
Small-Business
(2-10 employees)
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"HappyFox helps us stay organized and efficient with our client calls"

What do you like best?

We can create as many customTicket categories we need to help us manage ongoing and follow up tickets easily. The reporting is great and helps us track resolutions by staff member and also helps us see ticket volume by client. We can also easily search to see the most common reasons for calls and help to minimize any issues.

What do you dislike?

We do not like when we respond to a ticket that it bumps our ticket to the top of the queue but doesn't show our response unless you open it up. We would also like to be alerted with a sound if a new ticket arrives so we don't always have to keep checking.

Recommendations to others considering the product:

It is a great tool to use for a busy Help Desk. Very reasonably priced and gives you everything you need. Knowledge Base can also be added in as an upgraded feature.

What problems are you solving with the product? What benefits have you realized?

We present a more professional look with our clients using HappyFox

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Director of Innovation (Product Management & Marketing)
Management Consulting
Enterprise
(5001-10,000 employees)
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"Great Product For Small/Medium Business"

What do you like best?

One of the features that is crucial to our business is have the 3 possible "brand portals" that allow my support team to support clients and users for different products with one queue. This has improved our ability to respond in a timely fashion as well as measure total support necessary in a huge way.

What do you dislike?

I think one of the limitations of the product is the nomenclature used for "Staff" and "Contacts" - not having the ability to put these into different groups does not allow our team to organize our stakeholders appropriately in the system. It's not the end of the world, but it would certainly be a feature in the future I'd like to see.

Also - Notification settings are a bit limiting at this time for "Contacts" when it comes to the Forum/Knowledge-Base funciton

Recommendations to others considering the product:

I would write down user persona's and use cases to show to the HappyFox rep who will go through them to make sure all of your needs are addressed.

What problems are you solving with the product? What benefits have you realized?

We are able to effectively measure the Level of Effort needed and project the future of our internal team support much better with HappyFox.

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Networking Ninja
Civic & Social Organization
Small-Business
(2-10 employees)
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"HappyFox Chat is robust, easy to use & creates high impact customer service experience! "

What do you like best?

The best thing about HappyFox chat is how versatile/programmable the platform is. It offers so many incredible features that may not be needed in the early stages of use, but great for scaling into. Reporting, customer satisfaction, monitoring web visits, initiating trigger chats on specific pages, canned actions and all of which so easy to setup! Oh ya, and great customer support!

What do you dislike?

Nothing really to mention here. Perhaps too many chat windows open at the same time clogs up the screen. Maybe consider minimized chat window size.

Recommendations to others considering the product:

This software is great, especially if implementing alongside HappyFox Help Desk. I highly recommend this service. It's affordable, dynamic, easy to setup and even easier to maintain. Highly recommend!

What problems are you solving with the product? What benefits have you realized?

Eliminating back and forth messages inside of our Help Desk because customer has clear understanding going in when creating a ticket. Benefit is immediate access to a live person. This is huge for customers looking for a quick support experience.

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Deskside Support Specialist - Teamlead
International Trade and Development
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"Excellent customizable service"

What do you like best?

Ease of use for both administrators and end users.

- High level analytics through the Reporting features.

- Easy to use interface to sort and respond to tickets.

- Great technical and business support from the HF Team.

What do you dislike?

Some issues with configuring KB articles. There is some limitations in producing articles, however, Happyfox has been continually improving these features and many others.

Recommendations to others considering the product:

HF works great as an end to end service support system, however, it lack services that would make it closer to a project management tool.

What problems are you solving with the product? What benefits have you realized?

A key benefit has been using Happyfox as a self-learning tool. Administering the knowledge base and providing articles for our team to teach themselves has freed up a lot of time to concentrate in other areas of work.

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CMO
Consumer Goods
Small-Business
(11-50 employees)
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"Reduced Time For Support Questions by Half"

What do you like best?

HappyFox was really easy and fast to setup. I love the simplicity and the fact that the knowledge base has reduce our support email by more than 50%. I have setup canned responses so it is really fast to reply to recurring questions.

What do you dislike?

Can't think of anything in particular.

Recommendations to others considering the product:

If you are spending hours every day replying to support questions and most of the questions are similar, HappyFox will save you hours every day.

Setup the knowledge base with questions and answers.

Setup canned responses and just edit them if necessary before replying to the customer. Add tags to each support request in order to help keep track of types of questions and run reports.

What problems are you solving with the product? What benefits have you realized?

When FoldiMate's video went viral we had so many questions emailed to us that instead of spending time on marketing we were spending time on answering questions. Most of the questions people ask were very similar and even though they were actually already answered on the website, it was obviously much easier for our customers to send an email rather than search for the answers.

Happyfox enabled us to setup a searchable knowledge base so our customers can find the answers to their questions very easily. It also enabled us to set up categories for different types of questions and issues which makes it easy for us to reply to important issues first.

Happyfox integrates with our Facebook account which means we can reply to conversations directly from Happyfox without having to login to Facebook.

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General Manager
Information Technology and Services
Small-Business
(2-10 employees)
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"We have been using Happyfox since 2012"

What do you like best?

The constant improvements and developments that part of the service, the quick and helpful support team, the ease of use and how it improves our customer experience with us.

What do you dislike?

I'd like to have reports automatically generated and sent out via email.. but I believe this is on the development roadmap. I also I want to be able to have different staff members be automatically receive tickets on different days. eg. Staff member A works 5 days per week, staff member B works Mondays, Wed and Thursdays. when staff member B is working I want them to receive all the tickets and on Tuesdays and Fridays staff member A gets them all.

Recommendations to others considering the product:

Use the free trial and you will soon be a convert!

What problems are you solving with the product? What benefits have you realized?

Multiple handing of the same requests, not being able to track updates with customers. Now we provide customers with an ID for their Order, they can log on and check the status and we can provide details of freight con notes etc. It has significantly improved our customer experience.

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Small-Business
(11-50 employees)
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"user friendly"

What do you like best?

It's a simple and clean. and you can see multiple chats on one screen, so that's always nice to not have to minimize screens.

What do you dislike?

it's not always intuitive. I want to be able to link it to the Happy fox ticket, but I haven't been able to. I was told that there is a way, but if it was easier to figure out, so i can just log the chat history into the customer's open ticket.

Recommendations to others considering the product:

If you're gonna have Happy Fox chat, you should also using the Happy Fox ticketing system.

What problems are you solving with the product? What benefits have you realized?

we are trying to streamline our communication with our customers.The chat definitely helps as we get a large volume of calls, emails, etc. Some owners prefer the chat because emails take longer to give them a response, so with chat, they know there is somebody physically there working with them to solve the issue.

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Director of Ecommerce
Consumer Electronics
Mid-Market
(51-200 employees)
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"Perfect For Us"

What do you like best?

Integrating HappyFox has been one of the best decisions we've made for our support team. We utilize both the helpdesk and chat and they work seamlessly together. The Magento connection has been massive for us. We're able to see customer info from Magento right for each HappyFox ticket and chat. Our team is much more organized and efficient. It's been a game changer for us.

What do you dislike?

The reporting isn't as intuitive and extensive as I hoped. That's the biggest pain point right now. We also really wanted proactive chat automation and they just barely launched that. It has been great!

Recommendations to others considering the product:

Give it a shot with the 30 day trial. It's simple to integrate. We we're up and running within a week.

What problems are you solving with the product? What benefits have you realized?

With three brands, we're able to round robin the tickets to reps who have the most knowledge on each category. That has been huge for us. The same support team supports all three brands and HappyFox has easily allowed us to manage that. Quicker responses, better engagement, improved efficiency and fantastic interactions with our customers. We're able to cross-sell our customers better than ever with HappyFox.

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AI
Small-Business
(11-50 employees)
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"Support Deparment - Tickets Tracking Tool"

What do you like best?

Happyfox is a very flexible, reliable product allowing me to track all the tickets sent in by our customers. It allows us to track the entire life cycle of the support ticket. This allows us to look at ways we can improve our support responses to our customers. It also helps us to keep things on track and stay on top of things. Very good tool to distribute work load evenly among our team

What do you dislike?

Not many things to Report here but I dislike the fact that it does not save email addresses automatically so one has to sometimes go and extract an email address out of outlook and then paste it into the email link.

What problems are you solving with the product? What benefits have you realized?

Quicker Response Times

Better Tracking of the Support Ticket through the entire life cycle of the Ticket

Improving our SLA's to our customers

Distribute work load to my entire team more evenly

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IT Support Specialist
Furniture
Mid-Market
(201-500 employees)
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"New User to Happy Fox"

What do you like best?

The ability to customise it to your needs. The tracking of tickets from start to finish.

What do you dislike?

It doesn't seem to understand out of office replies. This is something that im sure we can get around but with us been new to the system we haven't found the solution yet.

Recommendations to others considering the product:

its very adaptable and can also use this in over parts of the business rather then just a helpdesk.

What problems are you solving with the product? What benefits have you realized?

we didnt have a call logging system in place. We installed this and instantly found improvements for customers and the whole team. It also pointed out to the bosses just how over stretched the department was.

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Director of Operations
Consumer Goods
Small-Business
(2-10 employees)
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"Very helpful for managing incoming feedback"

What do you like best?

Happyfox is a very useful system for helping us track our help desk tickets because it's very customizable, plays well with other software including Zapier, and gives us the tools we need to deliver solid and reliable customer service.

Also their onboarding and customer support is fantastic! If you have any questions or problems, they're fantastic in this realm.

What do you dislike?

There have been some glitches with the support widget, and the ui/ux for sending responses isn't as friendly as Gmail.

We've also had a hard time to get our customers to use the HappyFox forum. This is a good idea, but isn't as easy to use as it needs to be to encourage customers to actually contribute knowledge.

What problems are you solving with the product? What benefits have you realized?

Prior to using Happyfox, we were managing our help desk in Gmail which was a complete disaster. We often didn't follow through with people and weren't always responding quickly.

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Assistente de Mídias Sociais
Mid-Market
(51-200 employees)
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"Gets the job done"

What do you like best?

What I liked most was having the practicality of having many sources of different messages brought together in one tool.

What do you dislike?

Sometimes it doesn't update my new messages quickly enough, and I have to wait or manually update them.

Recommendations to others considering the product:

If you are in need of a tool to help you get in touch with your community and respond to their needs, HappyFox is ideal! My experience with the support team was awesome too, and my problem was solved in minutes.

What problems are you solving with the product? What benefits have you realized?

I am quickly responding to questions or problems that our users and players have. The benefits are quickly doing it, in a practical one

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CEO / Founder
Printing
Small-Business
(11-50 employees)
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"Great tool for electronic production planning and job status"

What do you like best?

HappyFox is extremely easy to use and setup. We use it many times a day to update job status, we have been saving a lot of time by converting our production board to HappyFox.

What do you dislike?

The iphone app has some bugs but I heard they are working on it.

Recommendations to others considering the product:

Even if it is called a help desk tool, this can be adapted to many kind of situation. We use it to follow job status in house. Sign up for the 30 day trial and see how you can adapt it to your needs. Call them, the support is amazing and they help us out with the setup.

What problems are you solving with the product? What benefits have you realized?

We have converted a production board to an electronic version accessible everywhere. It has been a game changer for our customer service department, we have been saving a lot of valuable time.

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Director of IT, Facilities, Efficiency Management, and Process Automation
Information Technology and Services
Enterprise
(1001-5000 employees)
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"Satisfied client for almost 2 years"

What do you like best?

easy to use and perfect fit for our IT Team and user community. Smart rules have streamlined our workflow and automated some of our ordering.

What do you dislike?

I'd like to be able to change the availability of my team and to designate more than one administrator.

Recommendations to others considering the product:

DO a trial, but be ready to give the trial 100% of your effort. It takes time to test out all the features. Also have your requirements ready to work with the implementation team. they were great

What problems are you solving with the product? What benefits have you realized?

made it easier for our users to request support. improved metrics gathering and reporting. Sped up response times.

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Mid-Market
(51-200 employees)
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"Very satisfied with HappyFox"

What do you like best?

We love how user friendly it is. It's efficient, easy and overall a great business to customer experience.

What do you dislike?

We have a lot of instances where we need to send outgoing emails to individuals. Unfortunately, it is not that easy to send an out bound email unless the constituent emailed you first. We would like it if the software provided an easier solution to that.

Recommendations to others considering the product:

HappyFox is a great tool. It allows you to easily correspond with your constituents. We highly recommend it to any company who needs a helpdesk tool that does reporting as well as email management.

What problems are you solving with the product? What benefits have you realized?

This helpdesk does reports based on what we are hearing from our constituents. We've utilized those reports to improve various things at the station, like our broadcast and programming.

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Research And Development Specialist
Renewables & Environment
Small-Business
(11-50 employees)
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"Extremely Useful"

What do you like best?

The amount of data we are able to collect on customers is helpful for generating leads and following up. The insights we gain on customers based on their location and the pages they've been referred to us are extremely helpful. They platform has been extremely helpful for us to connect to customers from all over the world.

What do you dislike?

Sometimes the chat cuts out and takes me offline, but that may just be a problem with the wifi at our office.

Recommendations to others considering the product:

Use it! Easy to use and so helpful for connecting with customers.

What problems are you solving with the product? What benefits have you realized?

With HappyFox Chat, we're able to connect with customers all over the world. Since we're an Israeli company, it's sometimes difficult for us to connect with customers in the Arab World. HappyFoxChat allows us better to connect directly with customers anywhere – whether they're from Afghanistan or Indonesia.

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Professional IT
Telecommunications
Small-Business
(2-10 employees)
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"ease-able chat system"

What do you like best?

easy to use and friendly functional interface, that's two point makes happyfox chat really get me into this software, and also give me a little time to setup this software

What do you dislike?

maybe about price, a little expensive but what i got from happyfox make it worth to try, after you install it, you will get stick to it.

Recommendations to others considering the product:

good, software, easy to integrated to popular apps

What problems are you solving with the product? What benefits have you realized?

about the simplicity to use this software for sure, and we can managed many tab for chat to the client. and the option ask phone number from visitor is good idea

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Institutional Research Analyst
Higher Education
Mid-Market
(201-500 employees)
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"Loved using this product"

What do you like best?

HappyFox is intuitive, attractive, and very user friendly. Everything step of using the product (especially compared to other products) felt well thought out and nice to use. All of the screens look sleek and modern, all of the emails that are sent through the system are simple and attractive. The different view options made a lot of sense.

What do you dislike?

I didn't have any problems with HappyFox when I used it, especially compared to other products that have many issues.

Recommendations to others considering the product:

I would highly recommend HappyFox.

What problems are you solving with the product? What benefits have you realized?

We used HappyFox to organize tickets for both IT and data oriented offices. HappyFox helped us keep track of all the tickets, assign them to the best employee for the job, and keep up with correspondence with clients.

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Senior Payroll Specialist
Education Management
Enterprise
(1001-5000 employees)
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"Happy Fox Review "

What do you like best?

I really like the work flow and how easily it is to modify it to your liking. Another thing I like about Happy Fox is that you can easily maneuver through the system and find old tickets extremely easily and fast. it really helps me stay organized.

What do you dislike?

I don't really like the dashboard and how it shows everyone's tickets and not just tickets assigned to me. if maybe it could at first show you just your own tickets that might be a little more beneficial to the user. Happy Fox is also a little slow when it comes to opening new pages or searching for old tickets. it could be a little faster.

What problems are you solving with the product? What benefits have you realized?

Happy Fox has helped us go paperless and has really helped keep us more organized.

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Systems Administrator
Civil Engineering
Small-Business
(11-50 employees)
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"Great product for a Greenfield Help Desk install"

What do you like best?

Daily ease of use and ability to report. It gives me a single point of entry for support issues that I can address anywhere.

What do you dislike?

End user integration takes work and training

Recommendations to others considering the product:

For a web based solution with multiple API hooks, it makes modernizing the ticketing system a breeze.

What problems are you solving with the product? What benefits have you realized?

We have used this for over three years for our daily Help Desk support and KB reference points. The business is a single IT staff with technology helpers around the company.

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Dipendente addetto alle vendite
Retail
Validated Reviewer
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"Good"

What do you like best?

It's a good platform, very intuitive and really useful. It's a good way to manage mails and keep track of requests and problems from clients. The advanced seach is also pretty useful. Easy to intastall and easy to use.

What do you dislike?

I think maybe the graphic could be better. The layout is too broad and there's too space between elements. The real problem is the antispam folder. I had some problems with it and couldn't visualize it correctly.

Recommendations to others considering the product:

After some getting used to, it reveals to be very useful and serves as a good mail manager. Really helps managing all the mails and requests.

What problems are you solving with the product? What benefits have you realized?

Helping clients with problems related to their purchases or just giving them informations about products. It helped with the load of everyday emails.

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Director, Customer Success
Public Relations and Communications
Small-Business
(11-50 employees)
Validated Reviewer
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"Quick to set-up and easy to use"

What do you like best?

HappyFox is extremely easy to set-up and our team was able to start using it the same day we signed up. Creating new tickets and being able to communicate with customers about their questions/issues are both super simple to do.

What do you dislike?

I wish that there was an easy way to mass-communicate with our customers through HappyFox, regarding things like new features and product releases.

Recommendations to others considering the product:

Easy and quick to implement, easy and intuitive to use, easy to scale to teams of various sizes.

What problems are you solving with the product? What benefits have you realized?

Ticket management, customer communication, customer FAQ page and self-service directory

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Small-Business
(11-50 employees)
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"Happy Fox Review"

What do you like best?

I enjoy the simplicity of HappyFox. The user interface is very easy to comprehend and learn, coupled with helpful statistics and features Happy Fox is a very fluid system to use. The ability to add multiple tags, canned responses, and notes within a ticket thread makes it a bonus to use with coworkers.

What do you dislike?

HappyFox can sometime encounter errors with auto responses. This can typically be corrected easily, but makes for an inundated inbox at times. There is not an ability to select multiple pages of emails to mass reply of delete, adding a damper on inbox clean up.

What problems are you solving with the product? What benefits have you realized?

As a customer service representative we are solving issues regarding customer contact. We need a system that can provide information to a customer that we are working diligently to resolve their question on an interface that does not require a high level of computer knowledge. With HappyFox a customer is notified when a ticket is submitted and they are provided with a ticket number to reference in case anything is needed. If they were a past customer and have the same email address the tickets will open in line, allowing representatives to have a full history in front of them.

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Small-Business
(11-50 employees)
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"Intuitive and valuable"

What do you like best?

The platform is easy to setup and configure. I migrated our department to HappyFox in one week. The canned reports, automation, and ticket queues are intuitive and deliver value right away. Extremely fast and courteous service. I never needed to take advantage of the API, but it is my understanding that even more customization is available through this option.

What do you dislike?

I would like more filter options in the queue filter for date/time like LAST WEEK, LAST MONTH, LAST YEAR.

Recommendations to others considering the product:

The HappyFox team has kept me closely in the loop on upcoming features and delivered on a few since I started with them last year.

What problems are you solving with the product? What benefits have you realized?

I needed an affordable solution to roll-out basic support KPIs to improve customer satisfaction and operational efficiency. We were able to raise customer satisfaction from less than 70% to greater than 95%, consistently over 2017.

The ability to easily configure and implement SLA automation provided immediate visibility into my department's problem areas. Nothing falls through the cracks now.

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AI
Small-Business
(11-50 employees)
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"Easy to use ticketing system"

What do you like best?

The ability to create you own fields is on of the best features. Configuration of Status to match what we currently had was an excellent benefit.

What do you dislike?

SLA's need some work as they don't function as they should. Reporting could do with enhancing on the scheduling side of things, as I would like to see the same functionality that is available manually in the scheduled reports.

Recommendations to others considering the product:

Fix SLA's

What problems are you solving with the product? What benefits have you realized?

Customers can use HappyFox to view tickets and also log them if they wish. It allows we to accurately produce management reports on a monthly bases. One key area for us is the Knowledge Base which we are now populating to ultimately get customer to self serve and resolve issues themselves.

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"Great Experience "

What do you like best?

The ease of use and the ability to pre-chat with customers. This helps to really enable us as a company to be able to work quickly and effectively with the clients to get them the needs that they so desperately need from our business to do a good job for them and provide the conversation points that they need to make an educated purchase for our products.

What do you dislike?

The cost per user. Each package should be like 20-30 dollars per set of like 5 users.

Recommendations to others considering the product:

Reduce the price per user for the software to make this more competitive and make the additional addons compatible with higher level service packages. Outside of the price there is certainly a need for the ability to have more information of the user prior to the chat maybe adding the ability to make coupons in the system which you can send to the user while going through the site. Also having the user to be given more indirect prompts outside of the window itself. Lastly the mobile options through chat would make the product a lot more helpful. The mobile chat window is not solid also the mobile application to be able to work with users should not be a paid product for paying customers. It should come with the product as is as an added value perk for purchasing the service.

What problems are you solving with the product? What benefits have you realized?

The ability to talk to customers while they are on the site.

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