G2

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.