4.5 / 5 46 reviews

Who Uses This Software?

retail, education, health care, real estate, travel, it services

Average Ratings

46 reviews
  • 4.5 / 5
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service
  • 4 / 5
  • 4.5 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • HappyFox
  • http://www.happyfox.com/
  • Founded 2012

About This Software

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. Community forums help customers connect.

  • Alerts / Escalation
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • Automatic Customer Notices
  • Billing & Invoicing
  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Case Management
  • Cataloging / Categorization
  • Collaboration
  • Community Forums
  • Complaint Classification
  • Complaint Monitoring
  • Content Management
  • Contract / SLA Management
  • Contract Management
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Dashboard
  • Data Management
  • Discussion Boards
  • Document Management
  • Escalation Management
  • FAQ
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Guided Problem Solving
  • Help Desk
  • IT Service Desk
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox / Queue Management
  • Incident Management
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Manual Dialer
  • Multiple Brands / Products
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Project Management
  • Quality Assurance Management
  • Quality Management
  • Queue Manager
  • Recurring Issues
  • Rich Text Editor
  • Routing
  • Scheduling
  • Self Service Portal
  • Self-Learning
  • Social Media Monitoring
  • Survey Management
  • Surveys & Feedback
  • Task Management
  • Ticket Management
  • Trouble Ticketing
  • Virtual Call Center
  • Work Order Management

HappyFox Latest Reviews

Automatically translated. Show original review


1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

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.
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.

Automatically translated. Show original review

Overall good product but with hidden gotchas

2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Comments: We have a place to store tickets. That is it. We are not seeing the full benefits of a good ticketing system because it lacks so many simple features.

Pros: Nothing in particular jumps out at us. It is no different than most other products in the same category. It has the same basic features as the big names.

Cons: Does not support daylight savings time. In order for your time/date stamps to look right when viewing tickets, every user has to adjust their personal time zone. Since we are Eastern, that meant we had to select Atlantic during DST. Then when it switches back, we need to remember to go in and change it back to EST. No plans from them to address this bug. We disposed of several older SLAs (no tickets ever tripped them). They still show up in the report when you export the SLA data. They show as inactive but why? They were removed and there is no data associated with them. Staff Name tag. This one is rich... on a Notification to the caller (New or Reply), it inserts the name of the agent making the update or writing the ticket. On a notification to staff (New or Reply), it shows the name of the person the notice went to. Why on earth would I need to see my name when it comes to me? It doesn't work in Smart Rules either. It only adds a name when you "Assign" the ticket to someone and it is the assigned to, not the agent writing the update. Support has been great, but the product has so many holes in it, we really can't use it right. We have been using it for 8 months and we are not seeing any cost benefit because we have to spend so much time working around bugs, beating reports into submission, or reviewing tickets to check field values since you can't limit who can enter some data.