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Track-It vs HappyFox

Last Updated: November 18th, 2024

Our analysts compared Track-It vs HappyFox based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management.

Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability.

Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.

HappyFox, a Help Desk Software, offers an efficient and user-friendly solution for businesses seeking to enhance their customer support. It streamlines communication channels, centralizing support requests from email, live chat, phone, and social media into a unified platform. HappyFox is particularly well-suited for small to medium-sized businesses looking to improve their customer service operations.

Its notable benefits include ticket automation, customizable workflows, knowledge base management, and reporting and analytics. These features empower support teams to manage inquiries efficiently, track customer interactions, and gain insights into support performance. In comparison to similar products, HappyFox is praised for its intuitive interface, ease of use, and comprehensive functionality.

Pricing is based on the number of agents and support channels required, ranging from a basic plan for smaller teams to enterprise-level options for larger organizations. HappyFox offers flexible payment options, including monthly or annual subscriptions.

$50 Monthly

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$25/User, Monthly

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24/7 Live Support

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Product Insights

Enhanced Efficiency: Streamline your support processes with automated ticketing, ticket routing, and customizable workflows.
Improved Customer Satisfaction: Provide prompt and effective support through multiple channels, ensuring customer satisfaction and loyalty.
Increased Productivity: Empower agents with a user-friendly interface, knowledge base access, and collaboration tools to resolve issues swiftly.
Cost Reduction: Optimize resource allocation and reduce operating expenses by automating routine tasks and improving first-call resolution rates.
Data-Driven Insights: Gain valuable insights into support trends, performance metrics, and customer feedback to make informed decisions and improve service delivery.
Scalability and Flexibility: Adapt to growing support demands and integrate seamlessly with your existing systems to ensure scalability and flexibility.
Improved Collaboration: Facilitate seamless collaboration between support teams, technicians, and customers, ensuring timely issue resolution.
Enhanced Security: Protect sensitive data with robust security measures, ensuring compliance and safeguarding customer information.
Mobile Accessibility: Empower agents with mobile access to the help desk, enabling remote support and efficient issue management.
Reduced Downtime: Minimize system downtime and ensure business continuity with proactive monitoring and automated alerts.

Improve Customer Satisfaction Rates: Don’t let client emails slip through! Include the support email address in the ticket system to convert all incoming emails to actionable tickets.
Resolve Issues Faster: Help customers resolve issues efficiently through knowledge base FAQs and articles in various languages. Guide ticket creation and build customizable ticket forms to gather service requests.
Best in Class Ticketing System: Take advantage of a ticketing system rated as the best by multiple independent industry sources. Use private notes to alert the team and discuss tickets confidentially. Clone, merge, relate, or split tickets when complex issues and requests.
Multilingual Knowledge Base: Boost customer satisfaction and build long-term relations with customers. Allow people from different countries and origins access knowledge base in multiple languages and learn more.
Boost Help Desk Efficiency: Automate each step of the support team’s everyday workflows with a powerful automation suite.
Security: Take advantage of enterprise-grade security with advanced functionality such as data security, SSL certificates, Single Sign-on Options and IP restrictions.

Help Desk and Ticketing: Boost customer satisfaction and resolution rates, keep workflows from falling through the cracks and reduce costs. Check and analyze the amount of IT work, time spent on workflows, priorities of open tickets and top issues impacting business.
HR and Facilities Management: Get access to tools such as Active Directory integration, a ticket timer, ticket templates, Service Level Agreements (SLAs), scheduled tickets, parent/child tickets, scheduled reports, automatic email to ticket conversion, escalations and notifications, skill routing and automatic prioritization.
Change Management: Eliminate financial loss and downtime from unapproved and unplanned changes. Use a system that efficiently tracks, requests, reviews and approves network changes through effective enforcement, review and approval automation.
Knowledge Management: Save money, efforts and time by building a database of answers and solutions with the help of lessons from previous help desk tickets.
Mobile App: Save time and improve team efficiency by adding and updating tickets while on the go.
Purchasing: Keep track of all IT-related purchases, including details such as items ordered, vendor-used equipment, part numbers, quantities, serial numbers, tax information and prices.
Self-Service: Allow customers to access the Self-Service Web Portal to submit new requests, check the status of previously submitted tickets, look for solutions to repeated problems, access asset information and reset passwords.
REST Web Service APIs: Integrate custom applications, intranet pages and other software systems with the product’s Web APIs.
Compliance Management: Import a SCAP template to the endpoint, create compliance rules and automate remediation. Manage power usage and devices, normalize software catalog, secure inventory and prepare for audits.
IT Asset Management Software: Discover endpoints with all IP addresses, manage assets and financial values, keep a check on detailed software and hardware inventory, connect and manage devices remotely, put software and patches immediately and automate critical tasks along with operational guidelines.
Patch Management: Ensure that endpoints are protected from threats and distribute patches to help enforce security policies through a centralized patch deployment tool for operating applications and systems.
Remote Management: Boost customer satisfaction by providing agents access to help desk software from anywhere with a single click so that they can offer world-class customer support regardless of their location and device availability.
Software Deployment: Deploy operating systems and software to new or existing platforms within the network. Release technicians for other tasks and help them perform efficiently and effectively.
Software License Management: Customize the software titles for tracking along with files or applications that make up software license titles. Specify the number of licenses the organization owns for each application and check how many systems on the network have each software title installed.
Dashboards and Analytics: Make report automation easy with robust dashboard reporting software and get an instant view of essential performance indicators.
Scheduled Email Reports: Optimize asset management and help desk operations by monitoring key metrics and scheduling email reports through an automated reporting process.

Omnichannel: Convert email, chat, phone, social media and web requests into tickets and organize them. Track, follow-up and prioritize social media requests from a single place. Keep an eye on @mentions and messages from Twitter and Facebook, add a chat plugin to the support center or website by integrating live chat widgets with the product. Manage internal support using slack and Microsoft Teams. Let agents receive notifications and create tickets in business communication tools through powerful integrations.
Ticketing: Sort inbound tickets into predefined categories such as sales, products, support and more. Direct omnichannel requests flow into the correct categories.
Self-service: Allow customers to find answers to common queries through multilingual knowledge base articles and FAQS, so agents have time to concentrate on more complex issues.
Smart Rules: Automate everyday actions, define trigger conditions in the help desk, and ensure no event or change is missed.
SLAs: Improve team productivity by automating ticket reassignment and escalations based on SLAs, the number of responses and more.
Reporting: Make data-driven decisions using insights gathered from real-time, modular reports. Monitor ticket inflow, optimize support strategy and observe trends through inflow reports. Measure first contact resolution (FCR), closure time and response times through performance report. View custom field values distribution across tickets or contacts, tickets distribution across status, priority and category and assignee and the trend of tickets across time.
Customization: Create custom fields, personalize the customer experience and streamline workflows through custom roles and permissions, work schedules, multi-brand help desk, custom fields and custom queues.
Administration: Ensure seamless maintenance, configuration and governance experience for administrators. Keep track of change management using the audit logs. Transform a help desk into an IT service desk and enable teams to manage and track hardware and software assets in one place.

Product Ranking

#31

among all
Help Desk Software

#41

among all
Help Desk Software

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Analyst Rating Summary

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91%

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User Sentiment Summary

78%

of users recommend this product

Track-It has a 'good' User Satisfaction Rating of 78% when considering 304 user reviews from 5 recognized software review sites.

91%

of users recommend this product

HappyFox has a 'excellent' User Satisfaction Rating of 91% when considering 219 user reviews from 3 recognized software review sites.

4.0 (60)

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3.6 (85)

4.5 (122)

4.07 (71)

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4.1 (70)

4.6 (84)

3.2 (18)

4.5 (13)

Awards

Synopsis of User Ratings and Reviews

Intuitive Interface: User-friendly dashboard and customizable workflows streamline ticket management, making it easy to track and resolve issues.

Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on complex issues.

Robust Reporting: Provides comprehensive reports and analytics that help IT teams identify trends, measure performance, and make data-driven decisions.

Extensive Integrations: Integrates with various business systems, including CRM, ERP, and monitoring tools, for seamless information exchange.

Knowledge Base Management: Allows users to create and share a centralized knowledge base, reducing ticket volume and improving self-service capabilities.

User-friendly interface: Intuitive navigation and clear dashboard simplify issue management.

Robust ticket management: Centralized system streamlines ticket tracking, prioritization, and resolution.

Seamless integrations: Easily connect with CRM, email, and other tools to enhance workflows.

Automated workflows: Rules-based automation reduces manual tasks, saving time and improving efficiency.

Excellent customer support: Responsive and knowledgeable support team provides timely assistance.

Complex Interface: Track-It's interface is often criticized for being cluttered and difficult to navigate, leading to a steep learning curve and reduced productivity.

Limited Customization: While Track-It offers some customization options, users often find them insufficient for tailoring the software to their specific needs.

Lack of Automation: Track-It's automation capabilities are limited, requiring manual intervention for many tasks, which can increase workload and reduce efficiency.

Insufficient Reporting: Track-It's reporting features are often considered basic and lack the depth and flexibility needed for comprehensive data analysis.

Integration Challenges: Integrating Track-It with other systems can be complex and time-consuming, hindering collaboration and data sharing.

Limited Customization: Users have expressed frustration with the lack of flexibility in customizing the software to meet their specific needs, making it difficult to tailor the platform to their unique workflows.

Inconsistent Performance: Some users have reported experiencing performance issues, such as slow loading times and occasional glitches, which can hinder productivity and impact the overall user experience.

Lack of Advanced Features: While HappyFox offers core help desk functionality, users have noted that it lacks certain advanced features found in competing solutions, such as comprehensive reporting and analytics capabilities.

Limited Integration Options: HappyFox's integration capabilities have been cited as a drawback, with users requesting more seamless integration with other business applications and tools to enhance their workflow.

Cost Concerns: Some users have raised concerns about the pricing of HappyFox, particularly for larger teams or those seeking more advanced features, which can be a factor in choosing alternative solutions.

Track-It is a user-friendly and customizable help desk software that simplifies ticket management and streamlines IT processes. Its strengths lie in its intuitive interface, robust automation capabilities, and comprehensive reporting suite. These features enable users to quickly resolve incidents, track progress, and identify areas for improvement. Compared to similar products, Track-It stands out with its customizable workflows that adapt to specific business needs, reducing manual tasks and improving efficiency. However, some users have reported occasional performance issues, particularly in large-scale environments. Additionally, the reporting functionality, while comprehensive, may require additional customization to meet specific requirements. Despite these drawbacks, Track-It remains a highly recommended solution for businesses seeking a feature-rich and scalable help desk software. Its strengths in incident management, automation, and reporting make it an ideal choice for organizations looking to streamline their IT operations and improve customer satisfaction.

HappyFox is a popular help desk software solution praised by users for its ease of use, robust features, and excellent customer support. It compares favorably to competitors due to its intuitive interface, which simplifies onboarding and reduces training time. Additionally, HappyFox offers a comprehensive suite of features, including ticketing, knowledge base, live chat, and reporting, making it a versatile solution for businesses of all sizes. One of HappyFox's key differentiating factors is its focus on automation. Users appreciate the ability to automate repetitive tasks, such as ticket routing and response generation, which frees up agents to focus on more complex inquiries. Furthermore, HappyFox's reporting capabilities provide valuable insights into team performance and customer satisfaction, enabling businesses to identify areas for improvement. HappyFox is an ideal solution for businesses seeking a user-friendly, feature-rich, and affordable help desk software. Its ease of use, automation capabilities, and excellent customer support make it a top choice for organizations looking to streamline their support operations and improve customer satisfaction.

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FAQ

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