17 ans à aider les entreprises françaises
à choisir le meilleur logiciel
En savoir plus sur HappyFox Help Desk
Un logiciel de tickets d'assistance technique vous aide à éliminer les engorgements et à gérer facilement vos requêtes de support client à partir de plusieurs canaux.
We moved to happy fox from another product. Happy fox gave us everything we needed, at half the cost.
Not easy to understand who received what (when a part of a grouping/team). Easy to get lost in the software.
Filtrer les avis (93)
Classer par
Filtrer les avis (93)
Definitely the Best
Commentaires : 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.
Avantages :
Intuitive interface that helps focus on incoming requests Highly customizable
Inconvénients :
It creates a ticket of every email sent to the mail id, irrespective of their authenticity.
HappyFox Happy User
Commentaires : Before choosing HappyFox Helpdesk, our support team had no way to quantify the issues, pain points, and feature requests other than anecdotally in team meetings. Adopting Helpdesk has allowed me to share a complete support picture over time to the developers and administrators that keep us on track to achieve the 100% customer satisfaction with the support process that our customers are currently reporting, based on the automated after-action customer survey.
Avantages :
The most important feature about HappyFox is the support that the team provides 24/7. I am an administrator in a small company and decidedly not a programmer. When I originally set up Helpdesk I was a novice in how each part fit together to create a whole solution with meaningful KB, Ticketing, Categories, and Automation. The Support Team spent many hours coaching me through this process to achieve a very useful set of tools for our customers.
Inconvénients :
I like most everything about the HappyFox Help Desk and HappyFox Chat applications. The initial setup was painful and required some back-ed programming to support the way in which I wanted the Support Center page layout to appear. The support staff at HappyFox tell me that a new release of HelpDesk includes tools that simplify the UI whereby the Administrator can change the way in which items, articles, products and sections are displayed.
DO NOT PURCHASE HAPPYFOX
Commentaires :
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.
Avantages :
Great looking product Good website Good information
Inconvénients :
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
Commentaires : Users can efficiently manage support tickets, automate tasks, and create custom workflows to enhance efficiency. The software supports multiple communication channels, ensuring consistent support across email, phone, live chat, social media, and self-service portals. The knowledge base feature empowers customers to find solutions independently, reducing repetitive inquiries. Reporting and analytics tools provide valuable insights for performance evaluation and decision-making. However, there may be a learning curve for new users, the pricing structure could be a concern for some businesses, and customization options may have limitations. Overall, HappyFox is a comprehensive solution that can greatly benefit businesses in improving their customer support processes.
Avantages :
Efficient ticket management: HappyFox helps businesses effectively manage customer support tickets, ensuring timely resolution and preventing any issues from slipping through the cracks.Automation and workflow: The software automates repetitive tasks and allows businesses to create custom workflows, reducing manual work and improving efficiency.
Inconvénients :
Learning curve: HappyFox may have a learning curve for users unfamiliar with ticketing systems or customer support software.Pricing: The cost of HappyFox may be a consideration for small or start-up businesses, as the pricing is based on the number of agents or users.
Outstanding Help desk software at an attractive price
Commentaires : 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.
Avantages :
Easy to use, economic, full featured, integrates with Magento
Inconvénients :
Nothing
Power User - HAPPY FOX, has allowed us to scale fast!
Commentaires : 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!
Avantages :
Ease of use, scalability, price, support, integrations, and tools which make sense.
Inconvénients :
There is nothing I do not like about Happy Fox.
"happy" with Happy Fox
Avantages :
With a ton of new features, Happyfox is a step above the rest for ticketing and knowledge bases. Some key features/pros are - Support request from multiple channels. Tiered agent/administrator roles Automation features - auto ticket creation, time spent, canned actions, etc. Great integration options with other software Custom SLA and Reporting tools.
Inconvénients :
The tool to build out knowledge Base articles is a little lackluster. it can be tedious to build out the KBs. It looks like most future enhancements are also being placed at a higher pay tier.
Helpful software
Commentaires : HappyFox offers a customer service support solution and an excellent user interface which is easy to use and intuitive along with its features and configuration options that can help manage both internal and external help desks. HappyFox came as a complete solution for maintaining an easy and customizable knowledge base and ticketing system. There is always a help service available. HappyFox came as an ideal resolution for maintaining a straightforward and customizable knowledge domain and ticketing system. I use it mostly to open and manage our ticket for our customers. This is very easy and simple to use, and our clients are impressed with how easy it is to use and to see their tickets. We have also rolled this out to bigger clients. Email communications are automatically tagged to tickets.The most effective half is that it had all the specified options that we tend to were searching for, has good rules that facilitate work simply. You can set up automated responses, and ticket forms are customizable. Great software and its app is helpful and great.
Avantages :
This is very easy and simple to use set up automated responses is quite easy
Inconvénients :
Honestly none I can think of.
Great application!
Commentaires : Even though our reports were a bit of a chore setting up, HappyFox customer service was quick in answering any questions and gave us solutions in a timely manner. We are now able to put a time on how much we spend trouble-shooting and project time.
Avantages :
This software was very easy to implement and use. We now have the ability to pull metrics and keep track of member inquires with ease!
Inconvénients :
Reports can be a bit hard to create but customer service was always there to help.
Alternatives envisagées précédemment :
Great Tool - Great Support
Commentaires : We needed something to automate our onboarding process among many other things. This tool will absolutely do that and much more.
Avantages :
I have had a great experience with HappyFox team members since I started the free trial. We are actually signing a contract because we were very impressed. I received great service and this platform can do a lot of things for us and grow with us as we grow.
Inconvénients :
Somewhat difficult to build if you aren't an IT or engineering kind of person, but they helped and I will have access to support as we add different features.
Game Changer!
Commentaires : 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!
Avantages :
Customization and branding options by far have been the most impressive. From the cosmetic features to the ticket fields and report types.
Inconvénients :
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 keeps us organized + efficient!
Commentaires : We use HappyFox primarily to keep the marketing team organized. Our team runs across multiple states and varies from in-club marketing directors to the corporate team. Using HappyFox is helpful because it allows the corporate and in-club teams to efficiently communicate and delegate tasks between the appropriate individuals.
Avantages :
I cannot tell you how nice it is to have ONE platform to assign and delegate tasks! The minute a ticket is created, we are able to assign it to the correct person without things getting lost in the shuffle. Our productivity has greatly increased since launching this platform across our organization's internal team!
Inconvénients :
This is very petty, but I'm not a huge fan of the interface design. With a name like HappyFox (and the cute fox logo!) I'd expect it to be prettier. Also, I don't like how tickets are created from out of office responders or junk emails. Those are one-off occasions but still annoying.
HappyFox Help Desk - Best for ticketing system
Avantages :
Happyfox has turned out to be a boon for us. Our task mangement became very easy after installation. We get clients requests on Happyfox which we are able to manage and resolve effectively. It has great user interface and customer support was incredible during installation and troubleshoot.
Inconvénients :
There is nothing to point out here. Just one suggestion to include insights about tickets like how many tickets closed, in how much time, who was the most effective performer, etc. This will also help in improving team performance.
Best Business Decision
Commentaires : Reporting
Avantages :
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.
Inconvénients :
Sometimes when there are too many smart rules engaged Happy Fox can run a bit slower, but overall it is not a game changer.
Quick and easy to set up and get going
Commentaires : Easy to trace help desk tickets
Avantages :
Product is extremely easy to set up and use. The configuration is flexible and can be tailored to your environment. UI is intuitive and easy to team to analysts.
Inconvénients :
Not everyone is great at customer service. There are few customizations that the tool doesn't allow that seem needed.
As a customer it was easy to use, but...
Commentaires :
I'd never heard of HappyFox until i emailed a company asking information on a purchase made 12 years ago.
I was emailed with a link to HappyFox to create a login. It was easy to set up and i left a message. From the format, i liked the way it looked, thought it would be an easy experience, but it wasn't.
The company never responded. Even when i left multiple replies, nothing. So, as this was my first time using HappyFox, i don't know if the issue was them or was the customer service of the company.
When i finally did hear from the company, i soon realized the customer service was outsourced as they had no knowledge of the equipment i was asking about. Just hope that's not a HappyFox perk
Avantages :
Once signed up to use, it was very simple to log in and message customer support. As a customer, I can say, it was simple enough to use and easy to get back into over and over again.
Inconvénients :
Something that would be nice, would be able to see if anyone has even seen your remarks made. It's something you see so often in messenger type programs. After i filled out question and remarks, i have no idea if anyone saw it. But that may have more to do with the company using it.
LandQwest Loves Happy Fox
Commentaires : 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!
HappyFox offers a great service for its price!
Avantages :
HappyFox came as a complete solution for maintaining an easy and customizable knowledge base and ticketing system. There is always a help service available. Smart Rules are extremely useful and allow various actions to be performed based on the contents of messages and age of tickets. For the questions we've had, HappyFox support has been excellent
Inconvénients :
Maybe they need to invest more in features but at the end of the day it is valuable product for its price
Revolutionized Support For Us
Commentaires : Before HappyFox, we used email inbox as our "support system", and boy was it clunky, confusing, easy to lose track of requests, and a time waster. HappyFox is just as simple for our clients as sending to our individual email was, but with huge happiness gains all around. Much order. So efficiency Less confuse. SUCH WOW!
Avantages :
• Simple • Just works! • Powerful reporting / sorting options to let you get an idea of where everything stands • Great integrations • HappyFox's own support team helpful and quick to response
Inconvénients :
• Can be sluggish load-time wise • There are some minor UI inconveniences at times, such as having to type in the ticket ID when relating two tickets vs being able to search by name and select that way.
Ease of use, customisable and cost-effective
Commentaires :
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.
Avantages :
Ease of use. Customisable fields. Portable - can be used on-site.
Inconvénients :
None so far!
The basics of ticketing
Commentaires : Very good tracking of my interaction with customers
Avantages :
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
Inconvénients :
Same comment as for HappyFox Chat, there may are too many sections and menus and it can become a bit confusing sometimes
Review from David (Allura)
Commentaires : Great tool to keep the status of our print projects updated. easy to use. easy access.
Inconvénients :
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. :)
Great software
Commentaires : 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.
One Stop solution for IT Support
Commentaires :
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.
Avantages :
Generating reports cannot be more simple. appreciable TAT by the Happyfox support team.
Inconvénients :
Nothing in specific.....................
This app will be big one day
Commentaires : I don´t know why so little people know about HappyFox, I am convinced that this app will be big one day. Actually HappyFox offers a normal customer service support solution. But the interface is so clean and modern that it is fun using it. You can set up automated responses and ticket forms are customizable.
Avantages :
Nice interface with beautiful colors and easy to use Good report function