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Third-party integration was a weak point for HappyFox when we last tested it, but things have improved in several areas. Improving the onboarding and training process for new and existing employees can help reduce friction and employee burnout. This will also be important in the coming year since employee turnover has become such a challenge for many companies.

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For companies that need to get service agents, or even an entire service desk, up and running quickly, this free feature brings a focused training capability to bring new agents up to speed. More recently, however, both customers and internal employees have wanted to use messaging platforms with secure public access, and the two most popular are Slack and Teams.Īnother standout feature is HappyFox University. Traditionally, customers contact a service desk using the phone or email, but that's expanded into other channels in recent years, notably social media. The other messaging application for help desks is customer-facing. Team messaging is one of the most popular ways to do that. First, many companies are trying to integrate their help desk data more closely with related workflows, especially sales tools such as customer relationship management (CRM). Other products like Zendesk include Slack integration, but not at the level of HappyFox.įor two reasons, team messaging integrations have become key selling points for help desk products.

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The most notable update to user interaction comes from a new focus on conversational ticketing, currently available from within Slack with Microsoft Teams soon to be added. Overall, as far as this crop of help desks goes, HappyFox sits comfortably at the high end of the affordable class.įrom our last review, you won't see any significant changes in the HappyFox user interface.

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If you're looking for the absolute lowest price, Editors' Choice honoree, Zoho Desk is your best option, with a free plan for up to three agents plus plans priced at $12 and $25 per agent per month. HappyFox doesn't offer a free plan, which might push microbusinesses in another direction. (Opens in a new window) Read Our HaloITSM ReviewĬompared to another Editors' Choice winner, Freshdesk, HappyFox is more expensive, though its tiers are also more feature-rich. Each adds some level of additional functionality and the number of tickets included in the base price (10,000 for Starter, 20,000 for Growth, 100,000 for Scale, and 250,000 for Scale+).

These plans also come in four different levels: Starter, Growth, Scale, and Scale+. There's new pricing for large organizations and unlimited agents, starting at $1,499 per month for an annual contract and dropping to $1,299 if you sign up for a three-year commitment. The remaining three levels (Fantastic, Enterprise, and Enterprise Plus) are still $49, $69, and $89 per agent per month respectively. The entry-level tier, dubbed Mighty, is still $29 per agent on an annual contract. HappyFox has maintained essentially the same pricing structure on a per-agent basis since our previous review. Since 1982, PCMag has tested and rated thousands of products to help you make better buying decisions. ( Read our editorial mission (Opens in a new window) & see how we test everything we review (Opens in a new window).) You still must create assets individually or import them from a CSV file. For example, while HappyFox's asset management feature has seen some improvements since our last review, it doesn't quite match those from Freshservice and ManageEngine ServiceDesk Plus. If you're handling an in-office service desk for IT professionals, HappyFox has some gaps.

However, HappyFox's most favorable scenario is one where you're supporting customers. Similar integration is coming for Microsoft Teams as well, all of which keeps HappyFox atop our Editors' Choice awards list with the likes of Freshdesk and HaloITSM. Deep new integration with Slack gives agents the ability to perform tasks such as entering tickets without switching to a HappyFox webpage. But in this case, you get what you pay for with a high-end, super-functional solution. HappyFox retains its place as one of the most comprehensive help desk solutions we've ever reviewed, though it also remains one of the costliest solutions as well.

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