HappyFox

HappyFox

Helpdesk, customer support software

4.6/5 (74 avis)

HappyFox - Présentation

HappyFox is ridiculously easy, powerfully simple customer support and ticket management software. HappyFox integrates with your email accounts & website to ensure that all support requests get collated. Organize better, assign the right email to the right person, respond faster and track everything. HappyFox is also light on your wallet with affordable monthly plans.

Prix

À partir de
29,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Canada, Chine, Europe et 5 autres, Allemagne, Inde, Japon, Amérique latine, Afrique et Moyen-Orient

Langues

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois et 17 autres, néerlandais, anglais, français, allemand, hongrois, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, thaï, turc, ukrainien

HappyFox - Avis

Note globale
4.6/5
93% d'avis positifs
51
Excellent
18
Très bien
2
Moyen
2
Médiocre
1
Horrible
David S.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 05/06/2018
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Julian B.
Traduire avec Google Translate

Outstanding Help desk software at an attractive price

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 26/10/2016
Provenance de l'avis : Capterra

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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Abimbola K.
Traduire avec Google Translate

Happyfox is changing the way helpdesk solutions run.

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 16/07/2018
Provenance de l'avis : Capterra

Avantages

First ,I have to commend the Happyfox team for running a good and effective support department. We switched to Happyfox in January and the experience so far , has been impressive. Setup time was a breeze ,and the support team were on hand to guide us through all hurdles during the first few weeks.
I like how every conversation from emails ,social media messages ,voice calls etc are converted into tickets which we can track and respond to ,within the Happyfox interface.While making it easy to track key customer service metrics like first response time, time spent by each staff on tickets etc
I will say Happyfox is changing the look ,function and feel of helpdesk solutions and I love this revolution.

Inconvénients

It is normal when trying a new innovative service to see it as all perfect. At this point, I see Happyfox as perfect,maybe I will find NEGATIVES as my organization continue using Happyfox.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Joseph G.
Traduire avec Google Translate

Game Changer!

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 04/10/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

HappyFox, The Helpdesk for Humans

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 17/02/2019
Provenance de l'avis : Capterra

We've been using Happyfox for the past three years. It is used to create and track tickets for issues concerning Information Technology, Timesheets and Human Resource problems. We've been extremely happy using this product. The reporting features of this product are an extremely valuable tool and well worth the cost of the software.

Avantages

Great product, with a simple user interface and powerful customization features. Allows for the building of Knowledge Bases and thorough tracking of all type of issues facing the end user. Will allow the users to open up ticket with their email package,

Inconvénients

I've yet to see anything negative about this software.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10

HappyFox - Prix

À partir de
29,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

There is a free 30 days trial that requires no swiping of your credit card. You can choose from 3 plans - Mighty, Fantastic and Enterprise plans that help you solve customer support bottlenecks of different sizes. All plans come with unlimited tickets, smart business rules, knowledge base, multilingual support, rich text formatting in tickets, SSL security and iOS & Android apps.

HappyFox - Fonctionnalités

  • API
  • Base de connaissances
  • Chat
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée

  • Communication multicanal
  • Enquêtes et feedback
  • Hiérarchisation
  • Intégration CRM
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel
  • Tableau de bord d'activités

Plus d'informations sur HappyFox

HappyFox - Principales fonctionnalités

  • Advanced Search
  • CRM Integration
  • Canned actions
  • Community Forum
  • Convert emails into tickets
  • Custom fields
  • Escalate tickets
  • Group Contacts
  • In-depth reporting
  • Intutive user interface
  • Knowledge base & FAQ
  • Live Chat Integration
  • Merge Tickets
  • Native Mobile Apps
  • Personalize Queue
  • REST API
  • SLA Management
  • SSO: Google & SAML
  • Scheduled Reports
  • Smart rules for automation

Avantages

1. Intuitive interface that helps you focus on your incoming requests
2. Highly customizable with powerful automation
3. In-depth reporting and analysis with great visual representation

Analyse de GetApp

Important questions require fast responses, and most customers aren’t content to wait the days or weeks it often takes organizations to respond to their help desk queries by email. HappyFox is a cloud-based application that provides its users with a way to create online knowledge bases and help desks that can be integrated into existing websites and digital channels.

Developed for businesses of all sizes—from the smallest organizations to the largest enterprises and Fortune 500 firms—HappyFox Help Desk is already used by some of the world’s most well-known brands, including Whirlpool, Sony DADC, and Sennheiser. In particular, businesses in the education, retail, travel, IT services, non-profit, government, telecom, healthcare, and real estate industries have found unique ways to utilize HappyFox’s most important features, which include knowledge base tools, multi-channel help desk ticketing, smart rules automation, advanced reporting, and a robust REST API.

Description du logiciel HappyFox

HappyFox provides practical help desk solutions for organizations that are interested in offering self-help tools to their customers or guests. Using the company’s knowledge base software, in particular, businesses are able to manage both external help pages (for customers) and internal knowledge bases (for employees). External self-help articles may be indexed by search engines or kept private for selected customer use only. Meanwhile, internal knowledge bases are accessible only to support agents on a 24/7 basis.

Offering a robust self-help solution, complete with knowledge base articles and FAQs, cuts down on the number of help desk tickets submitted by customers. HappyFox also enables organizations to create internal knowledge bases that their staffs can access to quickly resolve issues or complaints when customers connect via telephone or email.

Example of a HappyFox dashboard page.

HappyFox - Principales fonctionnalités

Writing knowledge base articles.

The more articles you write for an external knowledge base, the fewer customer support tickets your users are likely to submit. HappyFox provides you with tools for writing articles and organizing those articles into sections. You can also embed images and videos into your articles, to provide both support agents and customers with the information they need.

In addition to writing the content for your knowledge base articles, you’ll also want to enter slug text. Slug text allows your readers to easily remember articles and it is also important for search engine optimization. Each of your articles should be assigned a section and a visibility level, which is where you determine whether the article should be available for the internal or the external knowledge base.

Adding a new knowledge base article.

Replying to customer support tickets.

HappyFox provides businesses with a multi-channel ticketing system. Rather than trying to manage an influx of incoming emails from customers, HappyFox users are able to answer questions from inside the integrated platform.

Use custom filters to group and sort emails as they come into your ticketing system, making sure to set a priority and assign each ticket to a specific member of your support team. Tags are another tool that you can use to differentiate and index tickets as they come in.

Replying to tickets from within HappyFox.

Deriving insights from advanced reporting tools.

Detailed customer support reports created with HappyFox help businesses improve customer satisfaction levels. Not only are HappyFox users able to look closely at help desk analytics—reviewing things like the number of open and closed tickets for any time period—but they can also review support staff analytics, which show ticket-level activities performed by support agents and the average time taken to respond to tickets.

To generate a new report, click on the “Reports” tab and “New Report” button. Each report you create should have a name and a description. From there, you’ll want to match the data source and select which staff members should be included in the report. You can create and view your report right away, or save the report for viewing at a later date and time.

Generating detailed reports with HappyFox.

Using smart rules to automate tasks.

HappyFox believes that many businesses are spending too much time handling repetitive tasks, which is why the company created its smart rules for help desk automation. Smart ticket assignments use a round-robin system to evenly allocate tickets to support agents as they enter the system. Meanwhile, automatic triggers decrease the time that agents spend setting the status, priority level, and due dates for individual tickets.

To create smart rules of your own, click on the “Manage” tab and the “Add New Smart Rule” button. Enter a name and a description of the rule you’re creating, and then select the conditions when your rule should be applied. (For example, “mark all high-priority tickets as critical if they’re not responded to within 30 minutes of receipt.”)

Adding smart rules to automate tasks.

Searching an internal knowledge base for documentation.

In addition to creating external knowledge bases that are accessible to customers and indexed by search engines, businesses are able to use HappyFox to create private internal knowledge bases. These are the ideal place for posting internal documentation, as they are accessible only to support agents with the requisite permissions.

The next time a customer asks a difficult question, refer to the company’s internal knowledge base for the answer. Internal knowledge bases are organized similarly to external knowledge bases, with lists of the most viewed articles and popular sections. Agents can browse articles by topic or search by keyword.

Searching the internal knowledge base for articles.

HappyFox - Intégrations

HappyFox provides its users with more than 20 integration options, making it possible to use this help desk and knowledge base solution in conjunction with CRM, survey, e-commerce, accounting, live chat, voice, and social media tools.

A few of the most well-known apps that HappyFox integrates with include Salesforce, Google Apps, Facebook, Zoho CRM, and SurveyMonkey. Organizations can also utilize the REST API to build custom functions to assist in their business processes.

HappyFox - Prix

HappyFox offers three different pricing plans, which attract three different segments of customers. Organizations receive a slight discount for paying annually, with Basic plans costing $9 per support agent, per month, Plus plans costing $19 per support agent, per month, and Enterprise plans costing $29 per support agent, per month.

HappyFox - Résumé

  • Create knowledge bases that can be integrated into existing online channels.

  • Automate tickets for quick processing.

  • Centralize multi-channel support requests.

  • Measure and act on key support metrics.

  • Organize tickets to support the faster resolution of queries.

HappyFox - FAQ

Voici quelques-unes des questions fréquentes sur HappyFox.

Q. Quels sont les types de licence disponibles pour HappyFox ?

Types de licences disponibles pour HappyFox :

À partir de: 29,00 $US/mois

Type de licence: Abonnement

version d'essai gratuite: Disponible

There is a free 30 days trial that requires no swiping of your credit card. You can choose from 3 plans - Mighty, Fantastic and Enterprise plans that help you solve customer support bottlenecks of different sizes. All plans come with unlimited tickets, smart business rules, knowledge base, multilingual support, rich text formatting in tickets, SSL security and iOS & Android apps.

Q. Quelles sont les principales fonctionnalités du logiciel HappyFox ?

Fonctionnalités du logiciel HappyFox :

  • Advanced Search
  • CRM Integration
  • Canned actions
  • Community Forum
  • Convert emails into tickets
  • Custom fields
  • Escalate tickets
  • Group Contacts
  • In-depth reporting
  • Intutive user interface
  • Knowledge base & FAQ
  • Live Chat Integration
  • Merge Tickets
  • Native Mobile Apps
  • Personalize Queue
  • REST API
  • SLA Management
  • SSO: Google & SAML
  • Scheduled Reports
  • Smart rules for automation

Q. Qui utilise HappyFox ?

Utilisateurs habituels du logiciel HappyFox :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME

Q. Dans quelles langues HappyFox est-il disponible ?

Langues dans lesquelles HappyFox est disponible :

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, français, allemand, hongrois, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, thaï, turc, ukrainien

Q. Quels sont les types de licence disponibles pour HappyFox ?

Types de licences disponibles pour HappyFox:

Abonnement

Q. HappyFox prend-il en charge les appareils mobiles ?

Appareils pris en charge par HappyFox :

Android, iPhone, iPad

Q. Avec quelles applications HappyFox peut-il s'intégrer ?

Applications s'intégrant à HappyFox :

Batchbook, Clearlogin, Customer Thermometer, HappyFox Chat, Help Desk Migration, HelpOnClick Live Chat Software, LogMeIn Rescue, ProjectManager.com, Slack, Zoho SalesIQ

Q. Quelles sont les ressources d'aide disponibles pour HappyFox ?

Ressources d'aide disponibles pour HappyFox :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo