HappyFox

HappyFox

by HappyFox

Who Uses HappyFox?

Most commonly used by IT, Customer Service, Operations, Facilities, HR, Marketing and Finance teams. HappyFox is very versatile making it a great fit for companies of any size.

What Is HappyFox?

[New: Unlimited Agent Pricing] HappyFox is a web based customer support software hosted on the cloud. It helps to track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system. Integration with other web apps like CRM, live-chats, voice and bug tracking apps makes it practical help desk. Similar customer support queries can be handled using canned actions and smart rules to automate responses.

HappyFox Details

HappyFox

http://www.happyfox.com/

Founded 2012

HappyFox Pricing Overview

HappyFox does not have a free version but does offer a free trial. HappyFox paid version starts at US$24,00/month.

Starting Price

US$24,00/month

Pricing Details

Offers per agent and unlimited agent pricing options.

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Online

HappyFox Features

Complaint Management Software
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloging/Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Collaboration
Electronic Signature
Employee Activity Monitoring
Live Chat
Meeting Management
Remote Access
Remote Support
Softphone
Task Management
Time Zone Tracking
Video Chat
Web Conferencing

HappyFox Reviews

Showing 5 of 78 reviews

Overall
4,6/5
Ease of Use
4,5/5
Customer Service
4,6/5
Features
4,3/5
Value for Money
4,5/5
Abimbola K.
Customer Support Team Lead
Entertainment, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2018/07/16

"Happyfox is changing the way helpdesk solutions run."

Pros: First ,I have to commend the Happyfox team for running a good and effective support department. We switched to Happyfox in January and the experience so far , has been impressive. Setup time was a breeze ,and the support team were on hand to guide us through all hurdles during the first few weeks.
I like how every conversation from emails ,social media messages ,voice calls etc are converted into tickets which we can track and respond to ,within the Happyfox interface.While making it easy to track key customer service metrics like first response time, time spent by each staff on tickets etc
I will say Happyfox is changing the look ,function and feel of helpdesk solutions and I love this revolution.

Cons: It is normal when trying a new innovative service to see it as all perfect. At this point, I see Happyfox as perfect,maybe I will find NEGATIVES as my organization continue using Happyfox.

  • Reviewer Source 
  • Reviewed on 2018/07/16
David O.
Vice President Global Education
E-Learning, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/08/09

"HappyFox Happy User"

Comments: Before choosing HappyFox Helpdesk, our support team had no way to quantify the issues, pain points, and feature requests other than anecdotally in team meetings. Adopting Helpdesk has allowed me to share a complete support picture over time to the developers and administrators that keep us on track to achieve the 100% customer satisfaction with the support process that our customers are currently reporting, based on the automated after-action customer survey.

Pros: The most important feature about HappyFox is the support that the team provides 24/7. I am an administrator in a small company and decidedly not a programmer. When I originally set up Helpdesk I was a novice in how each part fit together to create a whole solution with meaningful KB, Ticketing, Categories, and Automation. The Support Team spent many hours coaching me through this process to achieve a very useful set of tools for our customers.

Cons: I like most everything about the HappyFox Help Desk and HappyFox Chat applications. The initial setup was painful and required some back-ed programming to support the way in which I wanted the Support Center page layout to appear. The support staff at HappyFox tell me that a new release of HelpDesk includes tools that simplify the UI whereby the Administrator can change the way in which items, articles, products and sections are displayed.

  • Reviewer Source 
  • Reviewed on 2019/08/09
Richard T.
Director
Hospitality, 13-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    1/5
  • Ease of Use
    1/5
  • Features & Functionality
    1/5
  • Customer Support
    1/5
  • Value for Money
    1/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2016/12/11

"DO NOT PURCHASE HAPPYFOX"

Comments: We have had a most unfortunately experience with Happyfox, We contacted them as their product suited our requirements. About us:
We own 3 sales based businesses and are share holders major in another 2, now Happyfox do not know that we own several businesses, nor do they know that we are looking for a platform to roll out across the entire brand. Having a platform like happyfox is an imperative part of owning a sales based business. We contacted Happyfox regarding implementing Desk and Chat for our the two directors in one of our businesses. We sent a business email outlining research, potential opportunities for both businesses and also a implementation strategy for rolling out happyfox.
Response:
10 days later, we received a generic email, that was a response from the head of sales that clearly hadn't read our email. 10 days later, now for a communication platform alarm bells are RINGING. If any of our consultants in anyone of our businesses responded to a potential client 10 days after the initial enquire, I would most definitely say they are not cut out for sales. Not only was the response incredibly late, the response itself as mentioned was generic and a completely erratic response offering a free trial. Which would be great usually, however we clearly put together a implementation plan for the HEAD of sales to read through.
As a potential new client, you are left under valued, like your just another sale. We contacted the head of sales and requested the details of whom we could lodge a complaint to. As a business owner we grow as a business when someone leaves negative feedback. Its an imperative part of development that you dont want to hear, but when someones offering constructive feedback our ears as owners are open. Its an area we can potentially improve so the issue doesn't arise. Or if it does, then a action plan is in place. So instead of responding to our FB message, direct email, email to support and even a LinkenIn message that have chosen to completely ignore us.

Pros: Great looking product
Good website
Good information

Cons: Bad customer service
Ridiculous email response times
Failure to have a negative feedback process in place
Happyfox treat you like your just another sale
Undervalue you as a customer
Generic responses
Impersonal service (When you actually receive it)
Mail track is a wonderful tool which enables you to know when someone reads your email. If you are going to read it, respond.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2016/12/11
David S.
Senior Web Developer
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2018/06/05

"Not too complex, not a ton of features, but it does do and accomplish exactly what it says."

Comments: Finally found a way to organize all support issues and questions in one place rather than using a [email protected] email or mailing list. Also cut down on the number of users who would email one support person individually over and over again instead of getting their request to the rest of the team.

Pros: HappyFox is limited in what it can offer (especially the free version) but it does function as a help desk ticketing system very well. Users have a portal to submit tickets, check on progress, and respond to a help desk technicians updates or solutions. Managers can track tickets, view what's left open, and put policies in place that make sure tickets are not forgotten and are assigned the proper priority to get taken care of.

Cons: There's not much I can think of regarding HappyFox that I'd consider a "Con". Yes, it has limitations but for the price you pay (unless you use the free version) it's worth every penny no doubt. I'd like to see a large file size limit when responding to tickets though. Often times the responders to tickets like to attach many screenshots or even video files for users to follow along with to product a solution but every now and then it wouldn't attach correctly. Also adding a knowledge base to reference in responses to support tickets would be amazing

  • Reviewer Source 
  • Reviewed on 2018/06/05
Julian B.
Director
Retail, 13-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2016/10/26

"Outstanding Help desk software at an attractive price"

Comments: We spent some time a year ago looking at helpdesk software to replace the enormously complicated Kayako that we had been supplied with as part of a system rewrite. We use Magento and have multiple ecommerce stores with multiple sales/support operators. We sell live plants and support issues can sometimes be quite technical at which point staff are involved whose first skills are not with computers and software. Training them on HappyFox was quick and easy to the point where we use it internally as well as in customer facing work. HappyFox is easy to use and full featured and has become such a part of our business that working without it is now inconceivable. In terms of functionality I would put it at being pretty close to Zendesk Enterprise in terms of functionality, but at a fraction of the price. Integration with Magento was a snip and the level of automation available has meant we have fewer support staff dealing with more cases as we grow. All round Happy Fox has been an out and out success with us and on the rare occasions where we have asked for support, it has been quick and effective.

Pros: Easy to use, economic, full featured, integrates with Magento

Cons: Nothing

  • Reviewer Source 
  • Reviewed on 2016/10/26