Poor Service from Happyfox

What are the best aspects of this product?

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/

What aspects are problematic or could work better?

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.

What features/services would you like to see in future versions of this product?

Actual support. I am not sure where all these positive reviews are coming from about HF technical and customer support but, we found HF's support was lacking in all aspects and in the end was useless.

What specific problems in your company were solved by this product?

None.

Are you a current user of this product?

No