HappyFox

(107)
4.6 out of 5 stars

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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Showing 107 HappyFox reviews
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HappyFox review by <span>Racey C.</span>
Racey C.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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 business 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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HappyFox review by <span>James H.</span>
James H.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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 business 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.

What Help Desk solution do you use?

Thanks for letting us know!
HappyFox review by <span>Maureen S.</span>
Maureen S.
Validated Reviewer
Verified Current User
Invitation from the software vendor
Reviewed On

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

We present a more professional look with our clients using HappyFox

HappyFox review by <span>Brody C.</span>
Brody C.
Validated Reviewer
Verified Current User
Invitation from the software vendor
Reviewed On

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 business 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.

HappyFox review by <span>Brian K.</span>
Brian K.
Validated Reviewer
Verified Current User
Invitation from the software vendor
Reviewed On

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 business 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.

HappyFox review by <span>Matt M.</span>
Matt M.
Validated Reviewer
Verified Current User
Invitation from the software vendor
Reviewed On

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 business 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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Kate from G2 Crowd

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