![]() AWS ensures that no two virtual machines share a common memory space, which would make it easier to intercept private data.ĭata transmission from users to HappyFox via the official App or API occurs via encrypted HTTPS/TLS connection (using at least TLS 1.2 protocol, RSA and 2048 bit keys). All applications are stored on Amazon EC2 servers. When creating and maintaining applications, HappyFox use a Secure Software Development Framework which includes checking for common vulnerabilities like XSS (Cross Site Scripting). They also assure users that their Security Team undergoes extensive background checks and training. HappyFox claims to 'primarily' use data centers based in the EU and USA. They uses AWS (Amazon Web Services) for their cloud infrastructure which comes with some obvious security benefits including 24/7 security, biometric access to servers, backup power and fire suppression systems. HappyFox claim to take data privacy very seriously and have even published an extensive whitepaper on their various security practices. (Image credit: Happyfox) HappyFox: Security Some control must be exercised over this process, or agents will become confused about what to expect when they come to use the system. Our only concern about interface customisation is that an obsessive manager might be tempted to change things all the time because they can. But once the system is up it can be dramatically altered if those aren’t the preferences that are required. When the system is first initialised, Happyfox asks some basic questions about the industry the system is going to be deployed and uses general templates to provide the typical needs for those. ![]() This is easily one of the most customisable help desk tools we’ve seen, and the changes that can be made are more than just a re-branding exercise.Ĭustom fields, categories, statuses, priorities are all available, and many more areas can be tailored to specific business needs. However, if you don’t like the way it looks or even the fields presented within ticket creation, for example, you can change it all. Within the practical constraints applied by web-based applications, Happyfox has a very slick and uniform interface that feels mature. (Image credit: Happyfox) HappyFox: Interface While the company might have convinced itself that this is a better way to snag potential customers, we’d contest that given even the smallest hoop to jump through most IT managers will head to a competitor with a downloadable trial. ![]() To get access to a trial, you must accept a 30-minute demo of the product where the Happyfox representative will discuss your needs. One minor complaint we have is that there is no download-and-try option with Happyfox. And, the knowledge base can also be created with translated help contents to support more nationalities natively. What’s also a strong point of this solution is its multi-lingual nature, as the system supports more than 35 languages inherently. ![]() These are just a few of the features of Happyfox that are designed to reduce the agent workload and streamline enquiry responses. ![]() That tickets can be merged is a very useful facility.Ī smart rule system can automate initial responses and direct the customer to a self-help system while they wait for an agent to be available. The system has internal code running designed to avoid two agents trying to resolve the same issue from two tickets and repeating the exercise. Whatever the entry channel, the information is handled by an automated process to link it to existing requests or other tickets from the same source. Tickets can be manually created, via email, be generated by a customer portal or automatically by social media postings. ![]()
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