HappyFox

4.6
(110)
Optimized for quick response

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 review by Carl P.
Carl P.
Validated Reviewer
Verified Current User
Review Source

"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 business 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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HappyFox review by John M.
John M.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

What Help Desk solution do you use?

Thanks for letting us know!
HappyFox review by Racey C.
Racey C.
Validated Reviewer
Verified Current User
Review Source

"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.

HappyFox review by James H.
James H.
Validated Reviewer
Verified Current User
Review Source

"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.

HappyFox review by Maureen S.
Maureen S.
Validated Reviewer
Verified Current User
Review Source

"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 Brody C.
Brody C.
Validated Reviewer
Verified Current User
Review Source

"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 Brian K.
Brian K.
Validated Reviewer
Verified Current User
Review Source

"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 Matt M.
Matt M.
Validated Reviewer
Verified Current User
Review Source

"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.

HappyFox review by Debbie C.
Debbie C.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Renata A.
Renata A.
Validated Reviewer
Review Source

"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 business 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.

HappyFox review by Diana C.
Diana C.
Validated Reviewer
Review Source

"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 business 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.

HappyFox review by Whitney P.
Whitney P.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"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 business 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

HappyFox review by Sam P.
Sam P.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Evan L.
Evan L.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Fernando S.
Fernando S.
Validated Reviewer
Verified Current User
Review Source

"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 business 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

HappyFox review by Rene G.
Rene G.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Andy H.
Andy H.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by User
User
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Lillian C.
Lillian C.
Validated Reviewer
Review Source

"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 business 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.

HappyFox review by Sanjaya P.
Sanjaya P.
Validated Reviewer
Verified Current User
Review Source

"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 business 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

HappyFox review by Michelle D.
Michelle D.
Validated Reviewer
Review Source

"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 business 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.

HappyFox review by William S.
William S.
Validated Reviewer
Review Source

"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 business 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.

HappyFox review by Paul M. F.
Paul M. F.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Maria L.
Maria L.
Validated Reviewer
Review Source

"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 business 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.

HappyFox review by Rachel B.
Rachel B.
Validated Reviewer
Verified Current User
Review Source

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

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

HappyFox review by User in Sports
User in Sports
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Administrator
Administrator
Validated Reviewer
Review Source

"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 business 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.

HappyFox review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

HappyFox review by Executive Sponsor in Hospitality
Executive Sponsor in Hospitality
Validated Reviewer
Review Source

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

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

HappyFox review by Glen H.
Glen H.
Validated Reviewer
Verified Current User
Review Source

"Really helps for getting proactive with our prospective customers."

What do you like best?

I have been using HF Chat for 2 months now, and we have doubled the number of demos we run since we are able to prompt users to sit for one in real time. By catching them "in the moment", we are able to increase our trials and, ultimately, our conversions.

What do you dislike?

Hard time transferring chats between different divisions (like from Product Support to Sales)

Recommendations to others considering the product

Make the switch now, this is only getting better.

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

Being proactive on our signup page.

HappyFox review by John G.
John G.
Validated Reviewer
Review Source

"Very user friendly"

What do you like best?

Ease of use. Was able to bring the Client Service team up to speed quickly. We ha to migrate off of our old ticketing system and the cut over we smoothly due to the ease of HappyFox.

What do you dislike?

At this point there is nothing that I can say that I dislike. It has met all my needs.

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

We migrate form Salesforce and found HappyFox to be a cost effective means to provide world class cleint services to our client base. The number one benefit that we have seen is the ability to monitor all incoming emails and voice mails and to be able to act quickly in ugent situations.

HappyFox review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Answer to our Ticketing Needs"

What do you like best?

Very customizable, ratings, customer feedback. Website templates, email notifications and feedback are a major positive difference between happyfox and other ticket systems.

What do you dislike?

Not as easy to use as I would like. Can't see multiple users on the same ticket and if someone is editing the ticket at the same time.

Recommendations to others considering the product

Good All around product. No customer ratings or reporting. Could be a little better with layouts, templates, should be able to open multiple pages meaning multiple tickets at a time.

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

Customer ratings, customer portal to log tickets, satisfaction emails, reporting metrics, tagging, metric of response times.

HappyFox review by John S.
John S.
Validated Reviewer
Verified Current User
Review Source

"HappyFox Review"

What do you like best?

I like the customization within HappyFox

What do you dislike?

No project management features. We would like this to be ab all in one solution, and it is very nearly there.

Recommendations to others considering the product

If you are looking for a ticketing system, this is for you. We even have procurement section as well.

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

We are an IT company and use this for using our ticketing systems.

HappyFox review by James T.
James T.
Validated Reviewer
Verified Current User
Review Source

"We love HappFox!"

What do you like best?

Easy to setup and manage, easy to use, customizable to our needs. Love that it works with our SSO, Okta.

What do you dislike?

So far have not found anything we dislike about HappyFox or any major pain points.

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

We use HappyFox to keep track of everything we do in IT, mostly for Helpdesk. We've built IT new hire forms into new hire tickets which has eliminated an old paper form. HappyFox is stream lining the way we help our users.

HappyFox review by Joseph G.
Joseph G.
Validated Reviewer
Review Source

"Game Changer!"

What do you like best?

As a registered staff member there are plenty of customizable options and features from reports and branding to SLA and ticket types.

What do you dislike?

I wish there were more customized options available for customers as there are for registered staff members.

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

Our company has a competitive advantage by offering our customers with an on-line portal for self-reporting their service needs and my management staff is no longer in the dark on lingering issues.

HappyFox review by Leon P.
Leon P.
Validated Reviewer
Review Source

"Fantastic Sfotware!"

What do you like best?

It is a fantastic Software to for client management. I work for a Medical Website/CRM company and I use HappyFox regularly to put in tickets to help advance our clients needs. It is a great software that flows seamlessly into our company's daily routine.

What do you dislike?

Sometimes the software does not send reminders to our team when a ticket is complete so we can notify the client.

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

We primarily use it for client services to send jobs to our programming team. It is useful in so many ways!

HappyFox review by Lila S.
Lila S.
Validated Reviewer
Review Source

"Easy to use, easy to customize, easy way to organize many tasks!"

What do you like best?

I like that Happyfox makes forms very easy to customize. The format for stetting up customization is easy. The chat support is VERY responsive and helpful.

What do you dislike?

The only feedback I have is to be able to copy and paste a screen-shot in the chat window when getting support.

Recommendations to others considering the product

Use the chat support! They are very helpful and responsive!

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

Many of the issues we deal with are permissions issues, password reset and various infrastructure issues. Happyfox makes it easy to create tickets for certain tasks, input information about these tasks to better categorize them, assign the tasks to team members for different areas and track the progress made on these tasks.

HappyFox review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Best Helpdesk Software on the Market"

What do you like best?

The simplicity and design of Happyfox. We have multiple engineers using the software and all are able to update each other on our ongoing tickets.

What do you dislike?

The mobile applications are not brilliant.

Recommendations to others considering the product

I would highly recommend Happyfox to anyone considering an application to run a helpdesk. With minimum configuration Happyfox can be in use and working for you

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

We are an IT service company and receive 100's of ticket per day. Happyfox allows us to centrally manage and prioritise tickets from our customer base.

HappyFox review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Does anything and everything I need"

What do you like best?

I like the simplicity of the platform it does everything our business needs from a ticketing/knowledge base platform.

What do you dislike?

I've been using the platform for sometime now and there has not been much change to the design. It's not a problem, however, I look at it everyday and to freshen it up might be useful.

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

I was tasked to reduce some cost. We were using Zendesk and we we're not using it to its full potential. So I reviewed other platforms and found HappyFox.

HappyFox review by Administrator in Chemicals
Administrator in Chemicals
Validated Reviewer
Review Source

"This chat site is great for quick responses and is very user friendly!"

What do you like best?

I really enjoy that notification box/sound when the chat is initialized. It also is great because it shows you if the customer went idle or is still typing.

What do you dislike?

I wish the ratings box was on the chat the entire time. When the chat is ended with the customer you can see the customer went "idle". I wish the chat showed the rating during the entire chat conversation, because not always will the customer X out of the conversation.

Recommendations to others considering the product

This is a great tool in order to get to your customers quickly and effectively. The notification box and sound makes it easy to minimize the page while multitasking.

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

Using this helps our customers get immediate responses quicker then emailing or a phone call.

HappyFox review by Ryan B.
Ryan B.
Validated Reviewer
Verified Current User
Review Source

"Easy to Use"

What do you like best?

The overall ease of use of the product. Very user friendly

What do you dislike?

Sometimes the reports are hard to understand when setting up

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

To have a system where all requests received could be managed in one central location. We have noticed an increase in customer service

HappyFox review by Nabil S.
Nabil S.
Validated Reviewer
Verified Current User
Review Source

"Intuitive HelpDesk Solution"

What do you like best?

Integrate with other services.

Automation tools

Self-service tools

What do you dislike?

Reporting: getting the daily new, open, resolved and closed ticket by email

Full-Featured mobile application (for Android and iOS)

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

Customer Service, SLA automation.

Centralized ticketing system to manage all products and Service we offer

HappyFox review by Kareem M.
Kareem M.
Validated Reviewer
Verified Current User
Review Source

"Amazing experience with HappyFox!!! "

What do you like best?

The best thing I like about HappyFox is the simplicity of the site.

What do you dislike?

At the moment, I haven't found anything that I didn't like with HappyFox.

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

Issues can be sent directly to HappyFox making our work much more efficient.

HappyFox review by Gunnar L.
Gunnar L.
Validated Reviewer
Review Source

"Awesome experience with HappyFox's full features and ease-of-use"

What do you like best?

Ease of setup, ease of use, knowledgebase with canned questions and answers. Tremendous support team that have added a few features relative to integrating with Infusionsoft.

What do you dislike?

Can't think of anything that I dislike.

Recommendations to others considering the product

Go for it! You are likely to love HappyFox and its customer support team.

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

Easy for our tech support team to handle inquiries from users via phone, email or web form

Wanted a strong knowledgebase system where users can perform self-service by searching on topics and receiving our answers

HappyFox review by User in Retail
User in Retail
Validated Reviewer
Verified Current User
Review Source

"Excellent, Easy to use"

What do you like best?

HappyFox is very user friendly and super easy to find your way around. A great way to view and upkeep on customers and what not.

What do you dislike?

The only downfall of HappyFox for me is the slowness. I find that sometimes it can take quite some time to load the page I have selected.

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

Without HappyFox we would be unable to place orders or look up our customers accounts. So we are benefited very much by HappyFox.

HappyFox review by Consultant in Banking
Consultant in Banking
Validated Reviewer
Review Source

"Provided a client with a potential solution to their help desk process."

What do you like best?

The fact that this software product was presented to my client and was chosen for implementation due to it's capabilities that met my client's functional requirement such as:

- Automated ticketing system along with email notifications

- Ability to escalate existing tickets:

- Priority of High, medium and low

- Automated back-up and simple recovery process

- Ability to search existing or historical tickets

- Knowledge base for future references (FAQ)

- Report generation of historical ticketing data

- Inventory management system for equipment loans and reservations

- Mobile access for users - iPhone, Android, Blackberry, Windows phone

- Regular updates and telephone/email support

- Availability of support services

What do you dislike?

I don't see anything wrong with HappyFox at the moment. Only think I would suggest is for them to continue releasing more functionalities for the product so it can tackle a different market group.

Recommendations to others considering the product

Please do put some time and effort into researching HappyFox when looking for an alternative solution to your current system. HappyFox will make your like so much easier.

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

The client had financial issue with their previous product and also suffered from security issue. Also their system were very out dated and was unable to handle the large volume of tickets each day. Their previous system wasn't very versatile and wasn't user friendly. HappyFox was able to resolve all that and much more.

HappyFox review by User in Media Production
User in Media Production
Validated Reviewer
Verified Current User
Review Source

"Simple and easy to use"

What do you like best?

HappyFox is simple and easy to use. Training new hires on how to use this program is very easy.

What do you dislike?

The search option could be a little broader -- any spelling mistakes and you are unable to find what you are looking for.

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

HappyFox is able to help us keep up with our customer service issues and promptly dealing with all concerns in a timely manner.

HappyFox review by Mike C.
Mike C.
Validated Reviewer
Verified Current User
Review Source

"Fantastic"

What do you like best?

Customization and customer support. Understanding K-12 education.

What do you dislike?

Nothing yet. Solid product! Would recommend to anyone!

Recommendations to others considering the product

Great ticketing system that customizes to your needs!

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

We actually are having our Maintenance/Custodians using HappyFox!

HappyFox review by Gabriella Giovanna F.
Gabriella Giovanna F.
Validated Reviewer
Verified Current User
Review Source

"Useful and working platform"

What do you like best?

It's immediate, fast, useful for a lot of purposes. It improved and fastened customer service.

What do you dislike?

I don't think there's anything I dislike

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

Improvement of customer service, faster responses to clients

Kate from G2 Crowd

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* We monitor all HappyFox reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.