Easy to use and customize. Changed our processes for the better.
What do you like best?
Very easy to setup work flows and make changes quickly.
New user setup is a breeze and being able to access from web and APP have been extremely helpful.
Our new agents find it really simple to use and take minimal training.
Contacts being able to see their tickets have eliminated many phone calls for status updates, allowing our agents to concentrate on work verses fielding calls for updates.
Being able to report on anything in the tickets has brought new insight to management on work and time involved in tickets and within which areas of the company.
What do you dislike?
Wish that smart rules could be configured to have multiple actions, ie change the status and assign to a agent in a single step.
Would like to be able to save the custom fields we would like to see in a specific report verses having to pick from the list each time we download.
Improvements could be made to the Life Cycle report.
Recommendations to others considering the product:
HappyFox can be up and running in no time, administration and configuration is quick and easy. Even our least tech savvy users find it simple to use, but it gives us tools we never had access to before. We envisioned 2000 tickets a year when we implemented HappyFox approximately four years ago and topped 10,000 tickets in 2020, far exceeding our original expectations. HappyFox enabled us to do 5x what we previously expected with easy.
What problems are you solving with the product? What benefits have you realized?
Previous to HappyFox, our teams were pretty much job siloed and reporting on project status was at a minimum. We had some teams tracking on paper and others on spreadsheets. Happy Fox gave us a much better insight into each and every ticket, team and project easily.
Having the history of every closed ticket at our fingertips impowered our team in a way we didn't expect when moving to HappyFox. It has become a great source of reference.
Being able to show real time status and statistics that we had no way of doing before created quick buy in from management.
