HappyFox Review

PROS: We have been using the app for the past couple of years and are happy with its performance. It saves us a lot of time as we can use canned messages to reply to customers’ repeat queries. We also use the platform to manage our software development bugs with our other unit in Paris. This ensures we don’t lose track of any problems and follow-ups. The smart rules help us to use pre-defined reminders.

CONS: My only gripes are the app is not available in French and we are not able to use whitelisted URL.

PROS: HappyFox makes it easy to manage customer tickets and our employees can work from anywhere. You need to take care to set it up properly and after that it is intuitive and easy to use.

CONS: Setup can be difficult in the beginning, but the amazing customer support team resolves all issues and provides extra help to make sure you are ready to go. You only need to do the setup once which is a relief. Another issue is the mobile apps need to be improved to enable our agents to reply to tickets on the go.

PROS: I love that HappyFox offers loads of useful features as well as a modern user interface that is easy to use. The features keep growing with us as we continue to use the product. It has improved team management and customer satisfaction, as well as SLA management for all our customers.

CONS: I have no specific complaints. I request the vendor to keep adding more out of the box reporting as well as useful features.

PROS: HappyFox is very user friendly. It has reduced my response time. Our team works more professionally now. The app was easy to deploy and it is reliable with no down time. The advantages are excellent after sales support, fantastic email integration, and smart rules that help us to improve every day.

CONS: There are many areas for improvement: Employee wise filter is not available, I cannot use a mobile device to transfer tickets from one category to another, flat architecture with no categories/ sub departments, it will be more user friendly to show escalation tickets separately, there are no category wise statues, contact details should be displayed to all users, and there is no IP-based access which will improve security. To be fair, the vendor has promised to resolve the last two issues in the next release.

PROS: I love the simple interface which makes the app easy to use. I can create custom fields for my needs. Plus, the email based support is great as I can create a ticket by sending an email to an internal address.

CONS: We had a few issues when we started out, but all the problems have been resolved now.

PROS: HappyFox offers amazing customer support. They are quick to resolve issues and proactively send messages about new features. We recently upgraded our version and the customer support ensured a smooth and seamless transition for us.

CONS: The reporting features need to be improved. I would like to have the ability to assign tickets to multiple users at a time and not one by one. I use HelpDesk Pilot to look for admin staff and then filter the results.

PROS: HappyFox is an easy to use and effective system to manage customer tickets. It makes it simple to keep track and respond to incoming queries. Plus, the HappyFox support team is prompt and helpful. In short, the app offers a great way to manage our company’s customer support and we are happy HappyFox users.

CONS: The app fulfills all my needs. The only thing I would like added is multiple assignee feature because sometimes multiple agents may need to work on a single ticket.

PROS: I love the fact that I can manage users using the platform and reset passwords, and keep track of all tickets logged by one user. The dashboard offers useful info and the reporting feature enables me to create custom reports for my needs.

CONS: The major drawback is the system does not offer reminders to remind administrators about important tickets. A huge backlog occurs when more tickets are logged as the day goes on. Another glitch is multiple administrators cannot manage tickets using different log-in info. To be fair, these may only be glitches in the demo version. Finally, I hate that we cannot add to the knowledge base. It would be a big help to a small business like ours to keep track of repeat issues and add them to the knowledge base.

PROS: I appreciate the vendor’s amazing customer support, the easy to use interface, and the many features that help our customer support agents offer professional service. I like the fact that our customers can simply use their email for their queries and don’t need to log into a website to create or view tickets.

CONS: Our company adores HappyFox and we don’t have any major dislikes or complaints about the app.

PROS: The following are plus points for me: Simple and clean interface, mobile app, easy customization and branding, web access on any device, easy management, smooth integration with other apps, and finally, dependable uptime and reliability.

CONS: The system can be a bit slow sometimes but this may be because I have about 1000 tickets and contacts. The basic contacts is set up for individual user contacts and it is hard to group users into different categories such as organization, business, etc. Finally, reports are too basic and not easily customizable.

PROS: My client chose this software because it meets their needs for the following: availability of reliable customer support, email/phone support and regular updates, mobile access for users, inventory management system for equipment reservations and loans, report generation of historical ticketing data, knowledge base and FAQs, ability to search historical or existing tickets, automated backup and easy recovery process, ability to escalate existing tickets, and finally, automated ticketing system that offers email notifications.

CONS: I have no issues with the software. But I would suggest the vendor to release more features so that the product can target a different market segment.

PROS: We are currently using Zendesk and wanted to import all of our tickets to Zendesk. When I spoke to our account representative prior to signing up with HappyFox she assured us that there would be no cost for ticket importation and that any HF tech would be able to assist us. Once we subscribed to HF we found out that the regular cost to import our tickets would be around $1000 so, we asked if we could import the tickets ourselves since on the HF website it says we could download an "import tool". After searching high and low on the HF dashboard and website we could not locate the import setup file so we called in and later found out there is no such thing. HappyFox does not offer an import tool download even though their website clearly states it is available here: https://www.happyfox.com/switch-from-zendesk/

CONS: We had such a lack of response from our account representative once we subscribed to the service and when we called into their support line and tried getting assistance from their techs to import our tickets they were all very unwilling to assist and their was a major lack of support. Long story short, at first HF was very responsive and willing to help with anything we needed although, once we subscribed with HF we noticed a profound lack of support. We spent over 2 months trying to make things work with HF but in the end they failed to deliver the basic necessities our company required. HF also refused to refund our money for our subscription although, they couldn't even assist us with importing a single ticket over to their platform and after a long conversation with the account manager they ended up refunding us the full amount.