Opiniones de HappyFox Help Desk

HappyFox Chat is great software

Puntos a favor:

1. if you are using this software as administrator its very flexible you can manage your team very easily 2. quick installation on . website 3. we are using Chat & Ticket System from HappyFox both software comes with great features & plugins

Contras:

1. sometime when you install happyfox chat website shows some javascript errors & we reported this & they are working on this issue. 2. support response is little slow they need to work on this.

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

Comentarios: Finally found a way to organize all support issues and questions in one place rather than using a support@ 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.

Puntos a favor:

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.

Contras:

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

DO NOT PURCHASE HAPPYFOX

Comentarios: 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.

Puntos a favor:

Great looking product Good website Good information

Contras:

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.

HappyFox helps us keep up with our candidates

Puntos a favor:

Love that HappyFox support tickets were easy to set up from our current e-mail box. We can easily respond to inquiries quickly using canned responses. The software is able to be customized to your needs and flexible for as many users you need to have access to. You can create specific rules and statuses that help the flow of communication stay in an organized manner.

Contras:

There is a slight learning curve when beginning to use the software. But after a demo and support from their team, we are pro's within a matter of a few weeks.

Definitely the Best

Comentarios: Have been using this for quite a few time and definitely the best one. It has eased of all my trouble top accumulate tickets from all sources. This software easily gives all the tickets raised from various sources like email, social media, phone call, chat,website widgets and everything. Love it.

Puntos a favor:

Intuitive interface that helps focus on incoming requests Highly customizable

Contras:

It creates a ticket of every email sent to the mail id, irrespective of their authenticity.

Great Software

Comentarios: I would, and have, recommend this software to anyone looking for a great program for their business.

Puntos a favor:

It is very versatile and easy to use. I was able to integrate this with Magento which was a huge bonus.

Contras:

I can not think of one thing I disliked about the software. Perhaps it could be a bit cheaper to use but the price seemed pretty competitive with other apps like it.

The basics of ticketing

Comentarios: Very good tracking of my interaction with customers

Puntos a favor:

I use both HappyFox ticketing system and Chat. It is a very nice ticketing system, HappyFox gives a very good competition to Zendesk Suite etc. Very easy to use. I like the design too

Contras:

Same comment as for HappyFox Chat, there may are too many sections and menus and it can become a bit confusing sometimes

Better approach to handle product issues.

Comentarios: Overall good product easy to learn and easy to use.

Puntos a favor:

Easy to learn no big complex things to do when raising tickets. Email notifications are really helpful when managing SLA.

Contras:

I like the product and the way it behaves.

One Stop solution for IT Support

Comentarios: I am using the Popular Plan.
The best part is that it had all the required features that we were looking for, has smart rules that help me work easily.
Generating reports cannot be more simple.
appreciable TAT by the Happyfox support team.

Puntos a favor:

Generating reports cannot be more simple. appreciable TAT by the Happyfox support team.

Contras:

Nothing in specific.....................

Clean and simple customer support system

Comentarios: HappyFox came as a perfect solution for maintaining a simple and customizable knowledge base and ticketing system. Their team was very helpful in the whole process. They will definitely be taking over the customer support domain as a top player in future.

Puntos a favor:

Easy, Convenient, Customizable, Neat interface.

Power User - HAPPY FOX, has allowed us to scale fast!

Comentarios: I am Head of Operations for an IpaaS company. We used Confluence and Jira but needed a ticketing system. ZenDesk being the one most people pointed to. However, after a lot of analysis, we decided upon Happy Fox - an excellent decision. Ease of use, low cost, scalable packages, solid integrations, and some of the best support we've worked clearly describe Happy Fox. Earlier this year we took on a larger client, requiring us to build out our SLA process - something HF does outstanding with their SLA features and Smart Rules. We then signed up for the HF BI reporting tool which drove it home - allowing us to clearly see in the report how we are doing before problems arise. Lastly, we've recently created branded support pages for key clients with tailored FAQ's and support articles. All throughout, the care of the HF employees is what truly stood out. [SENSITIVE CONTENT] with the BI team was relentlessly helpful and kind - never stopping until we had a resolution. [SENSITIVE CONTENT] in Sales was incredibly accommodating and never pushed more products. I cannot say enough about HF other than - sign up!

Puntos a favor:

Ease of use, scalability, price, support, integrations, and tools which make sense.

Contras:

There is nothing I do not like about Happy Fox.

Outstanding Help desk software at an attractive price

Comentarios: 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.

Puntos a favor:

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

Contras:

Nothing

Game Changer!

Comentarios: Our customers have been longing for an on-line portal to report their own incidents. Not only have we provided that option to our customers with the launch of this tool but members of management are no longer in the dark on items that are lingering. With custom SLA's and breach alerts management can engage themselves before an escalation occurs. The support team is very responsive; I never have to chase the support team down for answers to my questions or challenges and to me this is most important because I in turn am able to keep our customers and staff members informed. At almost the drop of a dime, I am receiving one-on-one support!

Puntos a favor:

Customization and branding options by far have been the most impressive. From the cosmetic features to the ticket fields and report types.

Contras:

There are some features that I would expect to be standard that are not yet available. For example, having multiple time zones is not an option, customer generated reports are not available, only to staff members. So my staff is required to run those reports for our customers.

HappyFox has made us happy so far!

Comentarios: Excellent support and needed functionality

Puntos a favor:

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.

Contras:

The only con I could identify 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.

The Best of the Best

Puntos a favor:

User-Friendly Layout Highly Customization Internal Ticket Tracer Ticket Reports SAML Login Knowledge Base

My HappyFox Review

Comentarios: We are able to communicate with our field team and they are able to relay any needs for all eyes to see that need to see it in a timely manner and ultimately that is what we need this tool for. It's a great way to streamline all the cooks needed in the kitchen at once and a way for everyone to chime in as needed.

Puntos a favor:

- Great way to manage communication with our field team - Easy to use WYSIWYG when uploading a proof for approval

Contras:

- Not easy to understand who received what (when a part of a grouping/team) - Easy to get lost in the software - Tough to find certain things & where they live (not intuitive)

Great software

Comentarios: We have been using this software for more then 3 years now and i can say that it works great. We use it mostly to open and manage our ticket for our customers.

HappyFox is a great tool that helps you connect with your constituents. It's easy & efficient.

Comentarios: We get access to reports. Which help us prioritize how to make the constituent experience smooth. Another benefit is that we can easily work as a team to respond to constituents.

Puntos a favor:

We love the reports. The ability to extract constituent data is very helpful. It helps us strategize on how to improve our constituent relations.

Contras:

Overall it's a great tool. The one issue we have is that we cannot find an easy way to send outgoing emails to individuals. This is something that we would like improved.

Best Business Decision

Comentarios: Reporting

Puntos a favor:

Happy Fox is very user friendly and easy to set up. Out of the box it has a lot of capabilities and the reporting is fantastic. Also, the support staff is very helpful. We looked at a few software packages but none were as good as Happy Fox.

Contras:

Sometimes when there are too many smart rules engaged Happy Fox can run a bit slower, but overall it is not a game changer.

HappyFox is an easy to use software and allows you to customize everything.

Puntos a favor:

Customization is by far the best part about the software. You can create smart rules to automate your service tasks to save you time. There are so many options to change tickets to allow extra information to be included. Their service team is good and always has the answers to our questions.

LandQwest Loves Happy Fox

Comentarios: Happy Fox has brought tremendous organization, visibility and collaboration to our organization. The marketing department has increased efficiency and communication with their clients, and priorities are consistently maintained. We even have a way to avoid delayed productivity as a result of any turnover, and love the reporting functions!

Ease of use, customisable and cost-effective

Comentarios: We started using this product on a trial basis earlier this year and have found it does everything we need - and more. We are a small company and often support staff are not in the office so we need a system we could update on the move. Also, we didn't want anything complicated, a simple method of logging a call and tracking its progress was all we needed. At this stage we didn't want the product to send any updated to the end user (client) either as this is a trial. We also wanted to add our own custom fields and remove some we didn't want to use - all perfectly possible.
So we are now comfortable using HappyFox and will continue to do so and I have no doubt we will start to make more and more use of its features as time goes by.

Puntos a favor:

Ease of use. Customisable fields. Portable - can be used on-site.

Contras:

None so far!

Very Happy with HappyFox

Puntos a favor:

Easy to use and very versatile in terms of third party integrations.

Contras:

I wish that more users were available at the lower level plans. The program also has a bit of a steep learning curve.

HappyFox has streamlined our customer service process and allowed us to better measure our success.

Puntos a favor:

It's easy to use across teams, easy to view data and easy to customize for our needs. There is also a wonderful help team that was instrumental in getting us set up and functioning as we needed.

Contras:

I wish there was more flexibility to customize the contact form but I otherwise see very few cons in our usage!

Review from David (Allura)

Comentarios: Great tool to keep the status of our print projects updated. easy to use. easy access.

Contras:

I wish we could have a more robust mobile app for my employees in production. They don't have workstations. Rene mentioned to me that you are working a new app. can't wait to see it. :)