HappyFox Help Desk Pros and Cons

HappyFox is very simple to use. My response time has been shortened. We can now operate more careerfully. The software has been easy to use and is secure without interruption. The rewards of sales support, great email incorporation and smart guidelines that help us improve each day are outstanding. Review collected by and hosted on G2.com.

My issue is the need to develop mobile apps to enable a user to address tickets on the go. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Happy fox is a great implementation for our customer service team Review collected by and hosted on G2.com.

They are still working on extension app varieties but is already better than many others Review collected by and hosted on G2.com.

I love how organized you can keep everything. Having all my work tickets at the tip of my fingers is amazing Review collected by and hosted on G2.com.

I'm not a big fan of the application. It's not as customizable as the webpage. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

As a registered staff member there are plenty of customizable options and features from reports and branding to SLA and ticket types. Review collected by and hosted on G2.com.

I wish there were more customized options available for customers as there are for registered staff members. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Daily ease of use and ability to report. It gives me a single point of entry for support issues that I can address anywhere. Review collected by and hosted on G2.com.

End user integration takes work and training Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.