IT Teams

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Top 8 HappyFox Alternatives & Competitors [Updated 2024] 

Team Zluri

7th December, 2023

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HappyFox is an advanced IT service management (ITSM) tool that enables your IT team to organize and resolve tickets seamlessly. But it comes with certain drawbacks as well. For instance, sometimes, the system lags in providing timely ticket notifications, which further delays the resolution process. Thus, exploring HappyFox alternatives is a must. 

This blog curates a list of HappyFox competitors that offer better features to manage the IT service process. 

HappyFox's ITSM is a help desk and customer support software. It cuts through the confusion and streamlines your support system with a robust support ticket system, self-service knowledge base, and community forums. 

Furthermore, it offers other benefits as well to streamline your IT service management processes, which are:

HappyFox ITSM Pros

• HappyFox provides your team with periodic notifications about ticket expiry dates. Also, it integrates with various applications; for instance, it integrates with Slack to help your IT teams get raised ticket alerts, Microsoft teams to respond to tickets, Azure and Okta to ease project management, and to track issues, it integrates with Jira.

• Automated categorization efficiently sorts tickets from various channels into customizable categories like incident management, outages, etc. 

• Furthermore, this tool provides real-time reporting capabilities, enabling you to monitor your IT support team's performance, how long they take to resolve tickets, how many tickets are resolved, and more.

• Additionally, it provides a self-service portal that can easily be customized without coding. Also, your team can create a repository of knowledge-based articles and FAQs. This will help your customers and employees to deflect common queries on their own without much involvement from the IT support team. 

Despite having multiple benefits, HappyFox still falls behind due to its drawbacks:

HappyFox ITSM Cons

• HappyFox's basic "smart rules" have limited triggers and actions. For example, you cannot change the ticket status and assign it to an agent in a single step, and you have to perform each task separately, which consumes more time. 

• Also, its dashboard is not intuitive as it views everyone's tickets, not just those assigned to you, making it more difficult to manage.

Nevertheless, sticking to one particular tool is not obligatory; you, as a manager, can choose a substitute offering comprehensive features to meet your IT service management needs. So, in this blog, we'll provide you with a list of HappyFox alternatives that might be more fitting for your organization.

Here’s A List Of 8 Best HappyFox Alternatives & Competitors 

Explore a selection of renowned ITSM tools that are compelling alternatives to HappyFox. These options enhance and streamline your IT service management processes more effectively.

1. Zluri 

Zluri offers you a range of advanced features to help your IT teams streamline IT service management processes. For instance, it automates manual and repetitive tasks, such as managing app approvals, and gives a complete view of all the raised tickets in a single dashboard. This helps keep track of all the requests and queries and resolve them quickly. 

This was just an overview of what Zluri is capable of. To provide you with a better understanding, let's dive deeper into its capabilities:

Zluri’s Self Serve Model Provides Employees flexibility to Choose Apps From SaaS Stack 

Let's consider this example to help you better understand its capabilities: several procurement and HR employees require access to Procurify and BambooHR, respectively. 

Granting access to them manually is going to be time-consuming and error-prone. This is where Zluri's self-serve model, the Employee app store, comes in place. It is a collection of SaaS applications approved and verified by the IT admin. This gives employees the flexibility to choose any application from the EAS and gain access to it within no time. 

Simplifies Access Request Process 

Employees simply need to submit an access request, and the IT admin will get notified immediately. Afterward, the admin verifies the employee's identity and grants them secure access with just a few clicks.

All this will help you and your IT admin save time and effort and enhance employee experience by eliminating the waiting period. 

However, it doesn't stop here; if the app that employees require is unavailable in the EAS, they can submit a request for the same, and it will undergo a similar process, but there will be a few additional steps. The raised request/ticket will reach the IT admin, who will view all the application details, including threat level, risk score, compliance, and more, and verify whether it is secure enough to procure.

Once the application details are verified, the request is forwarded to the procurement team. Zluri, with its SaaS buying capabilities, negotiates and purchases the app at the best deal. Once procured, the IT admin grants the employee the right level of access to the requested app. 

Provides Transparent View Of The Raised Request 

However, the application request can also be rejected due to its pricing, or the app may not be secure enough to procure. In that case, the employees will be notified about the same through the comments. Also, if the change is made in the request or if any of the approvers provide any substitute for the application, it will be viewed in the "Changelogs." 

Additionally, IT teams can restrict the application view or customize which apps will be visible in the EAS as per specific requirements. This helps restrict employees from viewing and accessing apps with high threat levels, risk scores, and compliance.

Now, how are you going to monitor the approval workflow? Zluri conducts timely audits and generates reports and analytics on ticket resolution rates, time taken to approve requests, and more, helping streamline the approval workflow process. 

So, what are you waiting for? Book a demo now to see how Zluri's compelling and advanced features will help you streamline your service management process. 

Pros

• Zluri provides your IT admins with an initiative dashboard to view all the tickets at a single location, including unassigned, overdue, and resolved tickets. This helps in determining which tickets need to be resolved on a priority basis and which tickets still need to be assigned to the IT support team, enabling you to streamline the ticket management process

• It generates curated reports to keep track of support team performance and how long it takes to resolve queries and issues. This aids in pinpointing areas that need improvement so that the service management process can be streamlined.

Cons

• At times, setting up and integrating with other tools can be a bit complex and require attention to detail to make sure they work properly

Customer Rating 

• G2: 4.8/5

• Capterra: 4.9/5 

2. Freshdesk

Freshdesk's ITSM is one of the notable HappyFox alternatives that allows your IT teams to prioritize, categorize, and assign tickets so they don't lose track of them. Also, it increases their productivity by automating repetitive helpdesk tasks, such as automatically assigning tickets to agents or groups based on requesters, keywords, or properties. 

Further, it implements one or more actions on specific tickets when an event occurs to make the resolution process quicker. It notifies employees automatically whenever changes are made to their ticket request. 

Additionally, it offers multi-channel support to improve employee and customer experience, like email, phone, chat, social media, website, and even WhatsApp. 

Also, Freshdesk's ITSM offers a self-service portal that shows relevant solutions whenever employees and clients enter keywords, saving both of their crucial time. You can customize the portal's look and layout with full CSS customization and ready-made themes.

Pros 

• Freshdesk'sITSM offers AI-powered chatbots that deliver instant and precise answers in the form of knowledge-based articles to employee and client queries for faster resolution, with minimal involvement of IT teams

• It generates curated reports to understand agent performance, how much time is taken to resolve tickets (response time), analyze the user experiences, and more. This helps in identifying areas of improvement to streamline the service management process

Cons

• The UI is cumbersome to use when your team has multiple tickets coming through. Thus, you have to refresh the page frequently to get updated tickets, delaying the resolution process 

• It offers your team a slow ticket search tool, which gets frustrating while searching for old tickets. This disrupts the entire flow of work and slows down the resolving process

Customer Rating 

• G2: 4.4/5

• Capterra: 4.5/5 

3. Zendesk

Zendesk's ITSM is another one of the well-known HappyFox alternatives that helps your IT teams manage ticket requests and support issues from various channels such as phone, live chats, email, social media channels, and more. It offers your employees self-service portals where they can feed their queries, and it will automatically generate solutions/results for the same. 

Also, it offers a suite of tools to handle complaints, customer inquiries, and feedback effectively, including knowledge management, reporting and analytics, and ticket management. 

However, it's known for enhancing end-user experience, improving service experiences, and accelerating business growth by enabling your team to understand their user's needs better and improve support processes.

Pros 

• Zendesk's ITSM allows your operations teams to organize support teams based on their roles into different departments like marketing, sales, or technical services, making it easier for the employees and clients to connect with the right person for service support without getting lost

• Zendesk Chat enables your IT teams to communicate directly with employees and clients seamlessly, thus helping in resolving queries/issues faster 

Cons

• Limitations in the trigger function: it doesn't allow you to automatically delete tickets or send them to the suspended view based on a trigger, because of which your IT admin has to do it manually, reducing the efficiency

• Inefficient search function: it doesn't pick up duplicate tickets very easily, creating more confusion among your IT team, such as they won't be able to identify how many actual tickets have been raised by employees and clients 

Customer Rating

• G2: 4.3/5

• Capterra: 4.4/5

4. SysAid

SysAid's ITSM change, problem, and request management functionality helps your IT team to deliver great service management solutions. Further, it streamlines and automates the entire process of managing IT services, freeing up your team's time so that they can concentrate on other core activities. 

It also offers up to 200 custom columns per entity and unlimited templates and forms, making it easier for your IT team to easily customize SysAid as per their requirement. Additionally, SysAid allows users to identify service requirements and monitor reports on service level agreements (SLAs) aligned with service management objectives.

Pros 

• SysAid's ITSM provides your IT admins with a quick summary of the open tickets in a single dashboard. This helps in identifying and understanding what kind of issue or query they will be dealing with, whether it requires the involvement of other team members or not, and how much time it will take to resolve 

• You get notified via email of the changes made in the tickets, keeping you updated on every step and maintaining transparency 

Cons

• Sometimes, the platform goes off and displays error 504, and this affects customer-initiated requests and delays the ticket resolution process 

• Due to the absence of an editing feature, your IT teams won't be able to edit the tickets and add text to descriptions or the title after submitting the ticket. Due to this, they have to again connect with the employee or client and explain all the details, which consumes more time

Customer Rating

• G2: 4.5/5

• Capterra: 4.5/5

5. Jira Service Management

Atlassian designs Jira Swasvice Management to efficiently enable IT teams to service requests, incidents, and change management processes. It efficiently allows IT teams to track and manage issues through the entire lifecycle, from initial reporting to resolution and provides a central hub for managing IT services.

Furthermore, its seamless integration with other Atlassian tools, such as Jira Software and Confluence, allows IT teams to collaborate more effectively and manage workflows across different departments. This enables IT teams to obtain contextual data quickly to respond to/resolve requests, queries, incidents, and changes.

Also, Jira offers a range of reporting and analytics features, allowing IT teams to track performance metrics and identify areas for improvement in their service delivery.

Pros 

• Jira Service Management enables you to keep track and prioritize service requests and issues/incidents, ensuring critical issues are taken care of first

• Its built-in reporting and analytics capabilities offer useful insights into your service desk operations, enabling you to identify areas for improvement and implement strategies accordingly to streamline service management

Cons

• Lack of notification feature: it doesn't notify your IT teams on newly raised tickets; thus, they have to open the project to view new requests. There are high chances of missing out on new requests, leading to mismanagement of tickets 

• The search function is not very flexible. If words are not spaced correctly or do not contain the appropriate symbols, it is quite difficult to find required tickets, and your team has to spend a lot of time finding the appropriate keyword to get the result

Customer Rating

• G2: 4.2/5

• Capterra: 4.4/5

6. Zoho Desk 

Zoho Desk is one of the well-recognized HappyFox alternatives that offers a variety of connections, making it easy to connect with other technologies. It has time-tracking and other team-management tools for companies with large staff.

Additionally, Zoho Desk includes service management-specific capabilities, such as a shared inbox, device integration, and chat functionality to streamline service management. 

Furthermore, it offers multi-channel support to help IT teams manage client interactions effectively. These channels include phone, email, and social media. Also offers service capabilities, allowing employees to resolve their common queries with the help of knowledge-based articles that pop up when employees feed the keyword in the portal. 

Pros 

• It helps your IT team insert tags with each ticket, making it easier to group them into specific categories for troubleshooting and analysis

• Your team can change the view of tickets as per their needs. For instance, they can customize the view accordingly if they want to view resolved tickets. This saves their time as they no longer have to search for specific tickets 

Cons

• It does not provide your team with filtering features, making them unable to filter tickets based on dates, making it more difficult to assign priorities 

Customer Rating

• G2: 4.4/5

• Capterra: 4.5/5

7. Help Scout 

Help Scout helps your IT team manage customer interactions through emails, chats, and calls in one central location. Also, it helps them automate their everyday tasks, such as app approval requests, creating canned responses, and assigning conversations to IT support members. 

Serving as one of the notable HappyFox alternatives, it also includes a knowledge base self-service customer portal where your customers and employees can find answers to common queries. Additionally, it provides your team with advanced reporting and analytics capabilities to track performance and improve customer satisfaction. 

Pros 

• Help Scout offers your team a saved reply feature that allows them to write a faster reply with a starter template for common queries, saving them a lot of time 

• This tool provides your team the ability to filter the conversations based on the time they received them so that they can prioritize efficiently 

• With the help of a tag system, your team can organize tickets into categories that make it easier to search for them

Cons

• The tool makes it a bit difficult for your IT team to search for old closed tickets, as the tickets lose their tags once the case gets closed

• Sometimes, the website goes down without any warning, interrupting the flow of work

Customer Rating

• G2: 4.4/5

• Capterra: 4.7/5

8. Kayako 

Kayako makes managing client and employee conversations easy with the shared inbox tool. This tool includes custom views, tags, and conversation assignments, allowing your team to prioritize top issues and automatically assign conversations to the right person for faster resolution. 

Serving as one of the notable HappyFox alternatives, it provides a self-help knowledge base that is available 24/7, allowing clients and employees to find relevant searches to resolve their common queries. For example, when they type keywords in the portal, they receive instant suggestions, so they no longer have to wait for days to resolve their issues. 

Additionally, Kayako supports multiple channels, including live chat, email, social media, and more, to streamline the communication process, improving the overall user experience. Also, offers out-of-the-box features like predetermined canned responses, expert collaborations, notes, and more to resolve customer issues faster and more smartly. 

Pros 

• Kayakoallows your IT team to trace requests, quickly discover all the tickets, and sort them into different categories. This helps manage the tickets more efficiently 

• It offers your IT admins an initiative dashboard to view all the tickets in one place, including unassigned, overdue, resolved tickets, and more. This helps them identify which tickets need to be resolved on a priority basis and which tickets still need to be assigned to the IT support team, helping you streamline the ticket management process

Cons

• Sometimes, it doesn't record responses, such as when your IT admin adds solutions/suggestions as a response to a ticket, it doesn't get recorded, and they have to spend twice the amount of time to resolve and close a ticket. This consumes productive time, which can be utilized in other core IT tasks. 

• At times, having to pull up the history of tickets submitted by a specific client or employee can be very time-consuming 

• The system crashes for no apparent reason; it gets frustrating for your IT teams, especially when they are working on time-sensitive requests

Customer Rating

• G2: 4/5

• Capterra: 4/5

How To Choose An Ideal ITSM Tool?

This was an overview of the 8 best HappyFox alternatives & competitors. The ultimate choice is yours on which one to delve into further. However, to find the ideal IT service management software amongst them, you can consider these key tips:

• Understand Your Needs:

Start by understanding your organization's unique requirements, focusing on service delivery and IT support processes. Identify areas that can be automated for increased efficiency.

• Get Feedback For Your Team:

Involve IT staff and create a focus group with employees from various departments. Gather insights through surveys to understand what works well and what improvements are desired.

• Prioritize Features:

Distinguish between essential functionalities and desirable features. Prioritize tasks, anticipating future needs based on organizational goals. Stay focused on core business requirements.

• Checkout Integration Capabilities:

Consider how the ITSM tool will integrate with existing systems now and in the future. Assess compatibility with cloud services and pre-built integrations.

• Evaluate the Provider:

Evaluate the provider as a long-term partner. Examine customer service records and support offerings and assess their approach to changes and innovation.

• Consider Vendor Longevity:

Research the viability and longevity potential of the provider, ensuring stability for ongoing support.

• Set Budget:

Establish a clear budget, calculating the total cost of adoption over five years. Consider potential extra maintenance and upgrade costs, and be aware of any additional charges for integrations or customizations.

Considering these factors, you can make an informed decision and select the right IT service management software for your company. 

FAQs

Is HappyFox Web Based?

Yes! HappyFox is web-based. It lets your support team assist customers from anywhere globally. This flexibility allows for seamless customer support regardless of geographical boundaries.

What Do You Mean By IT Service Management?

IT service management, or ITSM, is how IT teams handle everything involved in providing IT services to customers. This covers everything from planning and creating to delivering and supporting IT services.

About the author

Team Zluri

Team Zluri