GLPI vs. HappyFox Help Desk

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

Incentivized

The biggest factor in my selection of this product was how our techs wanted to use a Help Desk. Everyone was already accustomed to email because that's how everything was done in the past. More than that, people often responded to inquiries on their phones via email. I needed a help desk software that could be used almost entirely by email. After demoing HappyFox, I knew I had found what I was looking for. Tickets, based on what department they are for, arrive in the appropriate tech's inbox. Techs can respond and HappyFox will forward their reply to the customer. All conversations are logged on the site so that they can be reviewed later, by us or the customer. With Smart Rules we could begin to get creative and open up even more options to allowing our techs to work solely through email. For example our managers have the ability to assign tickets to employees purely through email based on the text they enter. We also have the ability to respond to an email and close it. This speeds up resolution times by allowing everything to be handled through email. For everything else the web interface is a breeze to use

• Tickering
• Inventory
• FAQ

Incentivized

• HappyFox is restricted in what it can offer (particularly the free version,) yet it functions exceptionally well as a support ticketing framework.
• Clients have an portal to submit tickets, mind progress, and react to support assistant's updates or plans.
• Administrators can track tickets, see what's left open, and set up plans that ensure tickets are not overlooked and are given the best possible priority to get dealt with.

Incentivized

• Lack of auto update mechanism.
• Admin interface is somewhat dated.

Incentivized

• Their interface is a bit busy and overwhelming sometimes.
• Still getting notified on too many tickets I haven't even looked at, despite our in-house specialist assuring me I don't have any incorrect alerts set up. Seems HappyFox Help Desk is working on this.

Incentivized

The way we have our implementation customized has allowed us to tailor the application to exactly how we would like to use it. We didn't have to change our procedures and fear the potential of poor adoption. Instead we customized the application to be used the way we already ran our help desk. From there on out we reaped the benefits of quicker resolutions, increased transparency, and much happier end users. After setting up Smart Rules, HappyFox does a lot of thinking for us. Tickets go where they need to go, close when they are supposed to close and even remind techs of inactivity. This removes the necessity for micromanagement, which is appreciated by our employees and managers alike

We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

Incentivized

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

Incentivized

Mojo was an okay ticket system but it was difficult to track. You also couldn’t consolidate between messages very well, which would leave you with long threads to deal with and waste time. With Mojo, it suited our needs for a time but as the company grew, it became clear we needed a more robust ticket system to work efficiently.

Incentivized

• No cost upfront apart from hosting
• Extensive plugin catalogue to add new features without any cost
• No maintenance cost unless you need support.

Incentivized

• Through Email support, the company conducts a marketing plan, through sharing of catalogs.
• Survey and feedback are conducted and attained from HappyFox.
• HappyFox supports live chat, an easy way to perfect the satisfaction of clients.

Incentivized