Happyfox Review (2023): Everything You Need to Know

In today’s Happyfox review, we’re going to be looking at one of the helpdesk solutions gaining significant attention in today’s market. Headquartered in California, Happyfox delivers a selection of Software as a Service support platforms, including a comprehensive helpdesk.

Although Happyfox isn’t the most affordable of the helpdesk technologies we’ve seen so far, you do get what you pay for, with a super-functional, high-end, and robust solution. Plus, the company offers in-depth integration with leading tools like Slack for collaboration.

Winner of the best help desk software for six years in a row according to PCMag.com, Happyfox has even gained the attention of numerous leading companies, like Jabra, and Whirlpool. Here’s everything you need to know about the SaaS solution.

What is Happyfox?

Happyfox is a leading helpdesk SaaS system offering enterprise-grade ticketing and live chat functionality. Currently responsible for serving over 12,000 companies in over 70 countries, Happyfox appeals to all kinds of brands, from those in ecommerce and education, to leaders in retail, manufacturing, technology, and more.

Happyfox has also been ranked one of the leading helpdesk software solutions on the market numerous times. The company frequently excels in its chosen marketplace.

Features include:

• Ticketing system
• Canned actions and automation
• Knowledge base
• Task management
• Help desk reports
• Integrations with Aircall, Teams, Slack, Shopify, Facebook, and Salesforce
• Satisfaction surveys
• Happyfox chat

Happyfox Review: Ticketing Technology and Knowledgebase

At the heart of the Happyfox helpdesk solution is the enterprise-level ticketing system, designed to make managing customer queries and requests as simple as possible.

There are multiple ways to get tickets into the Happyfox environment. Customers and users can enter tickets through email or phone channels, or through social media (Facebook and Twitter).

Other methods include using the self-service portal which you can create and customize for your customers. Microsoft Teams and Slack integrations allow for the management of “conversational ticketing”, as it’s called by Jira. This allows the service desk of a small business to handle tickets sent through Microsoft Teams or Slack.

Once a ticket is in the system, Happyfox uses workflow intelligence to route the request to the right person. You can create multi-step workflows and approval chains in no time. There’s also access to the AssistAI feature from Happyfox to gain assistance with handling various questions quickly. The use of AI helps Happyfox to compete with many of the top customer support software like Zoho.

The service promises all the functionality companies need to properly support customers, without the complexity, with features like a comprehensive tickets queue, categories for sorting incoming tickets, and omnichannel ticket aggregation. This means you can see all your emails, social, chat, and phone call content in one place.

There’s also a “ticket status” feature, so you can see exactly what’s happening with each individual ticket, and a “pinning” option, so users can build day-to-day to-do lists. Other features include:

• Quick action: Quick actions save time by changing ticket status, priority, due date, and assignees in a ticket list within an instant.
• Bulk action: Select various related tickets and apply bulk actions like changing status, due dates, assignees and more.
• Quick reply: Use instant preview and “quick reply” options to acknowledge actions and interact quickly without opening the ticket.
• Search and filter: Track information easily using advanced search with filters.
• Ticket threads: Track all conversations in one place with ticket threads. You can also use tags to categorize and sort your tickets and view attachments in one place.

Happyfox makes it quick and simple to respond to customer queries, with pre-composed answers for your customers, and canned responses. There’s also an auto-timer so you can track the time employees spend on tasks. You can view all of your ticket details in one place and customize customer support with in-depth contact details.

Simplifying Customer Service: Self Service and Automation

The complete Happyfox ecosystem is designed to offer ease of use, without compromising on crucial features. You can help customers faster by making the most of your customer support team’s intelligence and expertise, with a centralized environment for all of your tickets.

The ticketing environment comes with it’s own self-service tools to help reduce the number of tasks your employees have to handle each day. There’s access to reporting functionality for tracking important business outcomes, and you can unlock extensive auditing logs for compliance.

Happyfox also integrates with your call center ticketing system, so you can align digital and traditional channels for customer service. The Happyfox ecosystem can even bring phone support into your helpdesk technology through integrations with RingCentral and AirCallcloud.

The Happyfox environment also comes with a self-service solution in the form of knowledgebase software. You can build a comprehensive no-code drag and drop knowledgebase with a dedicated customer portal. The portal allows users to track their service requests and incidents, simplifying problem and incident management instantly.

Interestingly, Happyfox also supports multi-brand knowledge bases, so you can create different solutions for each product in your organization. You can also set up multiple languages (15 in total) for the knowledge base and customize everything with your brand identity.

Happyfox Review: Automation

One particularly compelling component of Happyfox is its automation offerings. You can automate ticket assignments and use in-built smart rules to automatically trigger actions, like sending an update to a manager when a task is closed.

Automation is becoming an increasingly valuable tool for a lot of helpdesk and similar technology, because companies simply don’t have enough time in the day to handle all support requests individually. Automating is an excellent way to improve customer satisfaction scores, increase productivity, and reduce the overall costs associated with your business.

Some of the most compelling parts of the Helpdesk automation landscape include:

• Smart rules: Smart rules allow users to define their own trigger conditions and automate crucial actions in the help desk. Companies can automate entire workflows with smart rules, as the technology can instantly recognize changes in a ticket and trigger actions immediately.
• SLA agreements: You can improve the performance and productivity of your support team by automating ticket reassignment and escalations based on your SLA, response numbers and so on. If a ticket is nearly SLA or there are to many back-and-forth replies, you can create workflow automation elements to minimize issues.
• Intelligent assignment: Automatic assignment algorithms automatically assign incoming support tickets to the correct agent. The intelligent “round-robin” method an even ensure you’re assigning tickets to the active agents in your workforce evenly.
• Real time notifications: Real-time notifications and updates keep you aware of exactly what’s going on in your helpdesk environment, even if you’re working with a remote or hybrid team.
• Canned responses: Canned responses and canned actions allow users to perform ticket actions like changing priority, status, and adding tags in an instant. You can even create shared or personal canned actions for specific members of staff.
• Ticket creation templates: Ticket templates allow for pre-filling ticket properties using custom fields. You can even create different ticket templates for specific members of staff, and automatically fill required details for each team member with ticket templates.
• Agent scripts: Agent scripting ensure you can guide your agents contextually through crucial conversations and empower them every step of the way.

The no-code automation builder and superior automation controls really help companies of all sizes to stay ahead of the competition in terms of customer service.

Happyfox Review: Additional Features

Happyfox offers comprehensive ticket management and automation solutions, similar to market-leading tools like Zendesk. The interface is wonderfully easy to use, with apps for iPhone and Android to help your customers on the move.

Plus, integrations with CRM and social media tools ensure companies can accomplish more with fewer apps. Notably, Happyfox offers integration with Slack and Microsoft Teams. Though third-party integration used to be problematic for HappyFox, it’s quickly improved over the years. You can now connect to a range of Single-sign-on providers, like Okta. There’s also the option to link to various other tools like WhtsApp and JustCall.

Some of the other bonus features you can unlock with Happyfox include:

• Task management: Task management makes it easier to track productivity for today’s distributed teams. Users can set due-dates and times for each task, and even create task templates which they can reuse on any ticket. At the start of each day, users also get to see pending tasks assigned to them in one place and set up notifications when due dates are pending. This is an excellent way to keep staff on track.
• Satisfaction surveys: HappyFox helps companies to get their fingers on the pulse of how their customers genuinely feel about their service. CSAT surveys and NPS surveys make it easier to determine where you need to improve customer service. You can choose when to trigger a feedback survey and use multi-choice rating scales for simple and accurate feedback. Agents can even trigger surveys manually.
• Leader board reports: As part of the range of satisfaction survey tools, Happyfox also makes it easy to see which of your team members are achieving the best results with leader boards. You can get a visual overview of all of your satisfied, unsatisfied, and neutral customers in seconds, and use your dashboards to motivate your employees.

One particularly useful “extra” offered by HappyFox is it’s “University” which is where you can learn more about how to install an API, or how you can get the most out of the Happyfox features. The feature provides tons of training for everything from agent onboarding, to how to use crucial pieces of technology. This means users can spend less time browsing forums for answers.

Happyfox Review: Reporting and analytics

One thing you’ll notice when visiting Happyfox.com, is the service software is committed to providing you with as much information as possible about customer experience. Like the majority of the Happyfox support features, access to advanced reporting metrics and tools have improved over time on the Happyfox ecosystem.

There’s a V2 modular reporting capability, exporting to CSV and Excel formats with a single click, and HappyFox business intelligence tools. Lifecycle reports are particularly impressive, because they allow you to get a closer look at the entire ticket lifecycle to understand agent performance.

You’ll also be able to create entirely new reports from scratch with simple “fill the box” functionality. Selection criteria allows you to browse through multiple fields and gather the data of interest for each report. You can also adjust how the report looks to make it more user friendly.

Some of the reports already built into Happyfox include:

• Inflow reports (manageable by channel or category).
• Agent activity reports, tracking ticket participation, replies, and closures.
• Satisfaction survey reports with CSAT scores assigned to each agent.
• Performance reports covering the distribution of tickets across priority, status, category, and assignee. You can also see the most popular tags assigned to tickets.
• SLA reports for monitoring potential breaches and comparing the performance of various SLAs.
• Custom field reports with complete control over available insights.
• Smart rules reports where you can check things like time saved via workplace automation.
• Distribution reports for monitoring agent performance and identifying improvement areas.

Happyfox Pricing

HappyFox takes a highly customizable approach to pricing, allowing you to choose everything from your preferred billing cycle to how many agents you’re going to be supporting. The exact price of your software will depend on your team size, billing cycle, and the features you need. The standard packages are:

• Mighty: $29 per agent on an annual contract: Omnichannel ticket management, knowledgebase, SSO, SLA management, SSL certificate hosting and migration assistance.
• Fantastic: $49 per agent on an annual contract: Everything in Mighty plus a multi-brand helpdesk, SLA breach notifications, custom ticket queues, optional EU data centers, and 24/7 email support.
• Enterprise: $69 per agent on an annual contract: Everything on Fantastic plus proactive agent collision, task and asset management, uptime SLA, and 24/7 email and chat support.
• Enterprise Plus: $89 per agent on an annual contract: Everything in Enterprise plus agent scripting, 2TB attachment storage, 24/7 call email, and chat support, all-time reporting history and a dedicated customer success manager

HappyFox also offers a solution for larger organizations who want to support unlimited agent, which starts at $1,499 per month for an annual contact, or $1,299 per month if you’re willing to subscribe for 3 years. These packages include:

• Starter: Unlimited agents, 10,000 tickets per year and 10 custom fields
• Growth: Unlimited agents, 20,000 tickets per year and 20 custom fields
• Scale: Unlimited agents, 100,000 tickets per year and 100 custom fields
• Scale Plus: Unlimited agents, 250,000 tickets per year and 200 custom fields

HappyFox Review: Finishing Thoughts

Compared to other top solutions for helpdesk management, www.happyfox.com offers a fantastic solution for customizable customer service management. There are Android and iOS app solutions, access to a range of powerful reports, and extremely powerful ticketing capabilities, on par with leaders like Zoho and Freshdesk.

While Happyfox is far from the cheapest solution on the market, it does offer powerful features set at a competitive rate compared to other market leaders. Integration with Slack and Microsoft Teams is particularly effective at setting this solution apart. These tools will allow companies to significantly improve agent productivity and make customer interactions more conversational.

If you’re looking for a cutting-edge helpdesk software, this could be it.