Starting at $29 per user per month HappyFox delivers a highly-customizable helpdesk solution that’s also well designed and intuitive. That means the learning curve will stay under control for support specialists without a lot of technical experience, which is good news for smaller companies looking to quickly implement big company helpdesk functionality without the associated training costs. Even with a very competitive price, HappyFox is one of the most feature-complete ticket management applications we’ve reviewed. This is another big reason it’s one of our Editors’ Choice winners in the helpdesk software category. The other Editors’ Choice products in this roundup are Freshdesk, Vivantio Pro, and Zoho Desk.
Setup and Getting Started
The process of creating your own HappyFox instance requires providing basic information such as the name of the administrator, email address, phone number, company name, and an account name. Once the email address is confirmed, you will receive a link to your HappyFox instance, which is based on the account name you provided. There you can set up your initial username and password.
After you’ve logged into HappyFox, you’re presented with a Welcome page, which provides you with quick access to key management, configuration, and customization tools. The Manage Categories and Add Staff buttons are core concepts to how tickets will be managed and which of your support staff will be able to perform certain roles within the app. The Rebrand button lets you change the color and layout of your HappyFox instance and also provides control over technical features such as email servers and IP address restrictions. The last button on the Welcome page lets you integrate HappyFox with other apps to increase functionality. The integration points offered by HappyFox provide an immense amount of flexibility but can require additional technical know-how and, in some cases, come at an additional monthly cost. HappyFox supports service integration either directly or through Zapier, which is a recipe-based framework for service integration akin to IFTTT.
Tickets can be initiated in HappyFox in several ways. Users or staff can create tickets directly in the system, allowing for key fields to be filled out from the start. Email traffic to one or more designated addresses can also be converted automatically into tickets. Once an email has been converted to a ticket, it must be assigned a proper status and category, but this process can be automated through a variety of tools that are no more complex than email rules. Even Twitter mentions or direct messages (DMs) can be automatically converted into tickets you can manage with HappyFox, a feature that’s also available in some competing products such as Cayzu.
Overall, HappyFox functions similarly to other ticket management systems, mainly by setting priorities, categories, assignments, and tracking status changes. These elements let you assign work to the proper team or individual as well as divide workloads between team members. The automation functionality offered by HappyFox enables things such as round-robin assignments, only assigning tickets to active staff members, or performing escalations based on a service level agreement (SLA) or how many times a staff member has communicated with a customer. Most ticket management tasks can be performed by using the HappyFox web app or one of its smartphone app alter egos, which are available for Android, iOS, and Windows Phone. Most interface elements are well-sized for use with touchscreen devices such as kiosks or tablets.
HappyFox also offers features such as the ability to pin tickets, see quick ticket preview, and receive real-time notifications about new updates available tickets. Like Freshdesk and Freshservice, HappyFox also lets you monitor whether or not another agent is viewing or handling a ticket so that you don’t barge in on the work he or she is doing.
HappyFox provides a self-service channel for customers with tools that let you build and maintain a fully branded knowledge base in which customers can find answers to popular questions without having to create a ticket. The knowledge base feature also provides feedback on which articles are the most popular and allows customers to mark articles as helpful. This can potentially identify areas in which additional information should be provided in order to cut down on customer service calls.
HappyFox even supports segregated internal and external knowledge base systems. This makes it easy to maintain an internal source of information that is available only to your staff and not to customers. That can be critical for maintaining IP and other security concerns. The company also offers multi-brand user portals which lets companies create individual and distinct knowledge bases for all of the brands they manage.
Reporting and Analysis
An important resource for any ticket management system is the ability to gain insight from the valuable data captured in every ticket. Monitoring the performance of your staff, what sort of tickets are being reported, and even which customers have increased support needs are all key factors that you can use to more efficiently manage your business. There are some situations, for example, in which response times have SLA implications, such as a maximum time window before problems are automatically escalated to a more expensive resource or possible financial penalties go into effect. For scenarios such as these, being able to monitor your staff’s performance is critical and HappyFox provides you the analytical capability to do that.
HappyFox provides a number of options to gain insight into your tickets. A customizable dashboard lets you see how tickets are flowing, even letting you drill into your active tickets by status or priority. A reporting system lets you filter your result set, view life cycle reports, or schedule reports. The Reports engine is easy to use and lets you create reusable, custom reports and widgets that fit the specific needs of your business. This is a feature that’s absent in both Cayzu and Mojo Helpdesk.
Integrations and Connections
A key feature offered by HappyFox is the ability to integrate with other services online to provide a more complete feature set. One example of a key integration with HappyFox is Twilio, which is a cloud-based, business-grade telephony provider that handles voice calls. Using the two services together lets you automatically create tickets in HappyFox from phone calls to an automated answering service. Twilio handles the voice calls, transcribing them into text and forwarding them to HappyFox, which then creates tickets based on the text. The created tickets include the full voice message as an attachment in case the transcription was problematic. Other integration options include Intuit QuickBooks for billing, SurveyMonkey for customer feedback, Salesforce, and many others. Information about apps that integrate with HappyFox, their capabilities, and use cases is available on the Integration page of the HappyFox website.
That said, HappyFox also offers both an open application programming interface (API) and a mobile software development kit (SDK) so your internal, coding-capable IT staff can build their own custom integration. The HappyFox API is based on the Representational State Transfer (REST) standard and the company includes a plethora of technical documentation to help you use it. The mobile SDK supports both Android and iOS, and HappyFox has even gone so far as to make it open source. This means you can look for customized or altered versions of the mobile app in that community in addition to what HappyFox makes available to you off its website.
Pricing and Plans
HappyFox offers four pricing tiers ranging from $29 monthly per user to $69 per user. Signing up for a year in advance nets you a significant cost savings of $10 monthly for each user. HappyFox recommends their Mighty tier, calling it their best value at $29 per user when paid annually. The Mighty tier gives you basics such as unlimited ticket categories, round-robin assignment, SLA management, security features such as Secure Sockets Layer (SSL) support for a custom domain and IP address restrictions, and key integration features such as phone, remote desktop, e-commerce, and up to 50 GB of attachment space for any documentation you might want to clip to your tickets.
Beyond that, there’s the Fantastic tier that runs up to $49 per user per month. This tier adds the ability to send satisfaction surveys and alerts you to SLA breaches, among other things. Then there’s the Enterprise tier, which ups the ante to $69 per user per month. This tier includes the gamut of advanced features, like up to 500 GB of attachment space, support for up to 10 custom brands within a single helpdesk, and much more. The final tier is Enterprise Plus, which is priced at $89.00 monthly per user.
HappyFox is easily a top contender in the helpdesk ticket management arena, hitting the sweet spot across multiple categories, including a comprehensive feature set, ease of use, and price. While competitors have automation tools, self-service capabilities, and integration options, HappyFox raises the bar across the board with few exceptions.
While some features, such as automation and role assignments, may lack the flexibility necessary for larger organizations, HappyFox still stacks up favorably against the competition in these two key areas and combines that with enough additional features, flexibility, and usability to rank as an Editors’ Choice in this category. For larger companies looking for enterprise-class features and full support for the Information Technology Infrastructure Library (ITIL) set of standards and best practices, check out our other Editors’ Choice winner Vivantio Pro.