As helpdesk software program goes, HappyFox (which begins at $19 per person per thirty days) offers the performance you’d anticipate from a ticket administration system with out requiring plenty of administration overhead. Each the preliminary setup course of and the day-to-day administration may very well be dealt with by somebody with out plenty of technical expertise, which is nice information for smaller firms in search of large firm assist desk performance. Even with a really aggressive worth, HappyFox is without doubt one of the most feature-complete ticket administration functions we have reviewed, which is a giant a part of why it is one among our Editors’ Alternative winners within the helpdesk software program class.
The method of making your individual HappyFox occasion requires offering primary data such because the title of the Admin, e mail handle, cellphone quantity, firm title, and an account title. As soon as the e-mail handle is confirmed you’ll obtain a hyperlink to your HappyFox occasion, which relies on the account title you offered. There you possibly can arrange your preliminary username and password.
After you have logged into HappyFox, you are introduced with a welcome web page, offering you fast entry to key administration, configuration, and customization instruments. The Handle Classes and Add Employees buttons are core ideas to how tickets will likely be managed and which of your help employees will be capable of carry out sure roles throughout the app. The Rebrand button helps you to change the colour and format of your HappyFox occasion and in addition offers management over technical options like e mail servers and IP handle restrictions. The final button on the welcome web page lets you combine HappyFox with different apps with a purpose to enhance performance. The mixing factors supplied by HappyFox present an immense quantity of flexibility, however can require extra technical know-how and in some instances come at an extra month-to-month value. HappyFox helps service integration both straight or by means of Zapier, which is a recipe-based framework for service integration akin to IFTTT.
Tickets may be initiated in HappyFox in a number of methods. Customers or employees can create tickets straight within the system, permitting for key fields to be crammed out from the beginning. Electronic mail visitors to a number of designated addresses can be transformed routinely into tickets. As soon as an e mail has been transformed to a ticket it have to be assigned a correct standing and class, however this course of may be automated by means of a wide range of instruments which might be no extra advanced than e mail guidelines. Even Twitter mentions or direct messages may be routinely transformed into tickets you possibly can handle with HappyFox, a characteristic additionally obtainable in some competing merchandise akin to Cayzu.
General, HappyFox features equally to different ticket administration programs, primarily by setting priorities, classes, assignments, and monitoring standing adjustments. These components help you assign work to the right workforce or particular person in addition to divide workloads between workforce members. The automation performance supplied by HappyFox allows issues like round-robin assignments, solely assigning tickets to lively employees members, or performing escalations primarily based on a service stage settlement (SLA) or what number of instances a employees member has communicated with a buyer. Most ticket administration duties may be carried out utilizing the HappyFox net app or one among its smartphone app alter egos, which can be found for iOS, Android, and Home windows Cellphone. Most interface components are well-sized to be used with touchscreen gadgets like tablets or kiosks.
HappyFox offers a self-service channel for patrons with instruments that allow you to construct and preserve a completely branded data base the place clients can discover solutions to widespread questions with out having to create a ticket. The data base characteristic additionally offers suggestions on which articles are the most well-liked, and permit clients to mark articles as useful, probably figuring out areas the place extra data needs to be offered with a purpose to minimize down on customer support calls.
HappyFox even helps segregated inner and exterior data base programs. That makes it simple to keep up an inner supply of knowledge that’s obtainable solely to your employees and to not clients. That may be vital for sustaining IP and different safety considerations.
An essential useful resource for any ticket administration system is the power to achieve perception from the precious knowledge captured in each ticket. Monitoring the efficiency of your employees, what kind of tickets are being reported, and even which clients have elevated help wants are all key elements that you should use to extra effectively handle your small business. There are some conditions, for instance, the place response instances have SLA implications, like a most time window earlier than issues are routinely escalated to a dearer useful resource or potential monetary penalties go into impact. For situations like these, with the ability to monitor your employees’s efficiency is vital and HappyFox offers you the analytical functionality to do this.
HappyFox offers a lot of choices to achieve perception into your tickets. A customizable dashboard helps you to see how tickets are flowing, even letting you drill into your lively tickets by standing or precedence. A reporting system lets you filter your consequence set, view life cycle stories, or schedule stories. The stories engine is straightforward to make use of, and gives the power to create reusable, customized stories that match the particular wants of your small business, a characteristic absent in each Cayzu and Mojo.
A key characteristic supplied by HappyFox is the power to combine with different companies on-line with a purpose to present a extra full characteristic set. One instance of a key integration with HappyFox is Twilio, which is a cloud-based business-grade telephony supplier that handles voice calls. Utilizing the 2 companies collectively lets you routinely create tickets in HappyFox from cellphone calls to an automatic answering service. Twilio handles the voice calls, transcribing them into textual content and forwarding them to HappyFox, which then creates tickets primarily based on the textual content. The created tickets embody the complete voice message as an attachment in case the transcription was problematic. Different integration choices embody Intuit QuickBooks for billing, Salesforce, SurveyMonkey for buyer suggestions, and lots of others. Details about apps that combine with HappyFox, their capabilities, and use instances is accessible on the combination web page of the HappyFox web site.
That stated, HappyFox additionally gives each an open applicaiton programming interface (API) and a cell software program growth equipment (SDK) so your inner, coding-capable IT employees can construct their very own, customized integration. The HappyFox API relies on the REST normal and the corporate features a plethora of technical documentation that can assist you use it. The cell SDK helps each iOS and Android and HappyFox has even gone as far as to make it open supply, which suggests you possibly can search for personalized or altered variations of the cell app in that neighborhood along with what HappyFox makes obtainable to you off its web site.
HappyFox gives 4 pricing tiers starting from $19 month-to-month per person to $69 per person. Signing up for a 12 months upfront nets you a major value financial savings of $10 month-to-month for every person. HappyFox recommends their Mighty tier, calling it their finest worth at $29 per person when paid yearly. The Mighty tier provides you fundamentals like limitless ticket classes, spherical robin project, SLA administration, security measures like SSL help for a customized area and IP handle restrictions, and key integration options like cellphone, distant desktop, and e-commerce and as much as 50 GB of attachment area for any documentation you would possibly wish to clip to your tickets.
Past that, there’s the Incredible tier that runs as much as $49 per person per thirty days and provides the power to ship satisfaction surveys and alerts you to SLA breaches amongst different issues. Lastly, there’s the Enterprise tier, which ups the ante to $69 per person per thirty days and consists of the gamut of superior options, like as much as 500GB of attachment area, a characteristic known as Life Customers, which HappyFox says it will clarify very late in 2016, help for as much as 10 customized manufacturers inside a single helpdesk, and far more.
HappyFox is well a prime contender within the helpdesk ticket administration enviornment, hitting the candy spot throughout a number of classes, together with a complete characteristic set, ease of use, and worth. Whereas opponents have automation instruments, self-service capabilities, and integration choices, HappyFox raises the bar throughout the board with few exceptions.
Whereas some options like automation and function assignments might lack the pliability needed for bigger organizations, HappyFox nonetheless stacks up favorably towards the competitors in these two key areas and combines that with sufficient extra options, flexibility, and usefulness to rank as an Editors’ Alternative on this class. For bigger firms in search of enterprise-class options and full help for the Info Know-how Infrastructure Library (ITIL) set of requirements and finest practices, try our different Editors’ Alternative winner Viviantio Professional.