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HappyFox

4.6
(110)

Super simple help desk software, that runs in the cloud, easily suits your business size and growth, enables you provide customer support on multi channels like email, voice and mobile (iOS and Android)

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HappyFox Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

89%
(Based on 49 reviews)

Response Automation

Respond to common requests with standard reply

90%
(Based on 51 reviews)

SLA Management

Service Level Agreement Management

87%
(Based on 38 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

85%
(Based on 50 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

90%
(Based on 47 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

93%
(Based on 56 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

92%
(Based on 55 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

86%
(Based on 20 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

89%
(Based on 17 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

Not enough data available

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

Not enough data available

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

88%
(Based on 14 reviews)

Notifications

Delivers notifications to both sides of the conversation.

91%
(Based on 12 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

76%
(Based on 8 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

93%
(Based on 6 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

75%
(Based on 6 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

83%
(Based on 17 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

94%
(Based on 24 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

83%
(Based on 14 reviews)

Internal Use

Customization

85%
(Based on 43 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

79%
(Based on 12 reviews)

Lead Development

Enables employees to denote potential customers.

85%
(Based on 11 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

82%
(Based on 10 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

85%
(Based on 9 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

85%
(Based on 7 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

91%
(Based on 38 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

92%
(Based on 49 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

89%
(Based on 17 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

86%
(Based on 15 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 7 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

85%
(Based on 5 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 22 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

85%
(Based on 36 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

87%
(Based on 24 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

87%
(Based on 20 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

Not enough data available

Reporting

85%
(Based on 48 reviews)

Dashboards

87%
(Based on 47 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

76%
(Based on 22 reviews)

Customization

85%
(Based on 43 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

88%
(Based on 38 reviews)

Internationalization

92%
(Based on 17 reviews)

Performance & Reliability

93%
(Based on 38 reviews)

Integration APIs

90%
(Based on 22 reviews)