HappyFox Assessment
Support had noticed some downsides to HF for the last few months, but it seems like success, support, and ops might be making complaints to HF independent of each other. I wanted to go ahead and make a thread where we can list out our support tickets with them, and their responses to them.
One of the benefits they touted was more hands on attention than their bigger competitors, but they haven't been delivering. Basic goal here is to give me a thorough list of issues to talk through on call with them and try to get a better read if they can actually support our growing business.
Supports Current issues with HF:
Github -
They toggled on sync for github by default and have no nuances to the addons settings. We cannot change the status of the ticket easily based on activity on github, and the integration is not helping us stay as organized as we'd like.
Errors -
We are seeing constant "Notifying developer" pop ups.
Stats -
We were sold our package based on robust stats that were right around the corner, and now we have hit Q3 and have only their near unusable stats to work with.
Portal/KB -
The portal for client tickets is too ugly to use and they are only considering API integration with their KB, which means we may never be able to use that tool in tandem with our own.
I'm going to get the ticket numbers/dates for my complaints and list them, if you've complained about something repeatedly, please let me know
Comments
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(holding this for my reference)
Ticket sent Tue, May 28 2019 - General Questions
- Asked about a 1 way sync for github, No response on if that request would be honored. They said " backlogged quite a bit on integration and integration enhancement" No response to my follow up email on July 8th.
- Reporting "should definitely be available by Q4 2019" is now what they claim, but it was supposed to be ready early this year.
Ticket sent in Jun 21, Slack integration:
- Slack integration did not work. Took 6 days of us removing and uninstalling the slack integration on our end to convince them to delete the app on theirs so we could redo our settings
- Once our settings were in place, the issue persisted. Support told us to just go through the installation process again. There was no information about what they thought the issue might be or how that might help. In the end we did not have time to do that, and the issue resolved itself, occurred again, and then resolved itself again. It seems to be intermittent still, but we have not had as long as an outage.
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When adding a URL like site-6031549.onvanilla.net or a phone number 1(866) 845-0815 ext 215 in a reply, for some reason it is redacted from the message. Have not reached out to HF Support for this yet, but something to bring up.
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I noticed a small little detail that could cause some over reporting of time spent. Every time you reply to a ticket or add a private note, the Time Spent always is set to 0. This doesn't show the cumulative time so you have to make sure you dont add time that has already been tracked.
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The auto-reload pop-up seems to be a bit intermittent. When I first started using it it seemed to pop-up immediately after the queue was updated, but now it seems a bit slow and from what I can tell only updates when you're active on the page. After 2-3 minutes of waiting I saw a NEW ticket email, but the pop-up never showed before I manually refreshed. Was a really useful notice that there was a pending change.
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Newest magic trick, disappearing screenshots
Tried this at least 5 times
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One thing that happens to me all the damn time and is super annoying:
and it's always an internal support issue, and i always do have access, but it adds an extra fun step where i have to hunt for it :|
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here is how it looks after reload, note the additional editor tools etc
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The client is not receiving my reply in HF even though they have received other replies in a chain
example - https://vanillaforums.happyfox.com/staff/ticket/46980 reply made September 5th
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I would love the ability to sort by Priority and Last Modified at the same time to make sure we don't miss High-Priority tickets.
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I am not receiving replies from clients when I along with another HF inbox (Katie.PM) are on the thread. It only goes to one of our inboxes and I do not even receive an response to my Google inbox unless I reply from my personal inbox.
example - https://vanillaforums.happyfox.com/staff/ticket/46980
This has also happened when billing is cc'd on a ticket. I am not receiving any notification when the client replies and the ticket is not visible to me through search ?
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Umm, this is kind of a bad one.
This morning, I was replying my regular tickets, and replied to this ticket, to qualtrics : https://vanillaforums.happyfox.com/staff/ticket/50704
(note that you can now see my reply to JUUL as a draft on this ticket)
Once I replied to that ticket, i clicked next to move on to the next ticket, which is this ticket for JUUL: https://vanillaforums.happyfox.com/staff/ticket/50159
For some reason, happy fox removed the proper JUUL people from cc and added qualtrics:
it did NOT send to ashley, who is the last one to reply on that chain, but DID sent to my qualtrics contacts
view from gmail: (i was not using gmail at the time, this is for illustrative purposes only)
this is pretty severe privacy breach in my books
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I have recent had a couple clients report that they are not seeing my screenshots when sending a reply through HF and when I check the thread after they reply, I don't see the screenshot either.
example - Oct 4 SAP HANA - https://vanillaforums.happyfox.com/staff/ticket/51688
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Testing
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I am not receiving emails in Happy Fox that have been sent by clients (from Nequi - paulina.calle@adbid.com.co). Examples;
October 17th (a reply to an email I sent) subject line - Nequi X Vanilla Forums | Final Migration
+ another 2 replies on October 22nd
October 17th subject line - Profile extender request
emails have been forwarded to Laura
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I am not receiving emails for new tickets; possibly, for some updates as well. I double-checked my category notification settings and they haven't changed. It's been this way for at least a couple weeks now.
Also, the Reload Page pop-up is only appearing sporadically again; I have to continually spam refresh in order to see if tickets have updated.
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I am not receiving an email notification when a ticket has been assigned to me from support.
examples;
https://vanillaforums.happyfox.com/staff/ticket/53691
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HF has gone back to ignoring my emails, it seems, but I will pass this along to them. We're about to transition from "what do you want HF to fix" to what we want in our next software solution, so I might ask you guys for suggestions.
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The ability to Merge more than 3 tickets would be incredible, especially since HF loves to create new tickets from the same email thread.
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MSE, one of our big new clients, located in the UK, does not receive any happy fox messages.
On Thursday at 5am ish they had some issues, and from their POV received no response despite Andrew being right on top of it, they were deprived of his awesomeness.
I have googled around and cannot find any docs on the happy fox website about whitelisting and it's essential that MSE gets responses.
Can you please let me me know what MSE can do to receive happy fox messages? Its not in their spam or similar folders, and they receive my messages from gmail just fine.
Shitty experience for a big international client :(
For a new platform, my wish list is very simple
- ability to merge more than 1 ticket, or even better, for it to properly create threads instead of a new ticket for each message / ability to merge threads from different authors on the same thread. there are threads that i have 1 thread for in gmail and like 10 in happy fox.
- ability to mark a damn thread as waiting on customer if their last reply is something like 'ok cool ill get back to you' without closing the ticket
- deliverability / usability (happy fox has been even glitchier than teamwork desk, imho)
- a useable mobile app or mobile experience would be a nice to have
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In this Case, the client did not receive Farhan's responses when he jumped on a ticket in Sheena's inbox.
Farhan also did not receive notifications when a new reply had been added by the customer.
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Sawyer at AFS, another one of Sheena's clients never received any of my emails in this ticket:
Violet from Fing never received my response in this ticket:
I went and created new tickets from my gmail and they both received the emails.
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A response from happyfox on the non-delivery:
Hello Laura,
Thank you for getting back to us.
I have let our product team know about your request for the performance reports. We will get back to with an update on this shortly.
With regards to the three tickets that you mentioned, our logs indicate that all the emails for ticket replies were delivered to the customers mail servers.
Ticket 54373
Nov 6 19:14:30 v2app6 postfix/smtp[115524]: 945131A08EF: to=<mark@inhouserecruitment.co.uk>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.49, delays=0.02/0/0.24/0.24, dsn=2.0.0, status=sent (250 Ok: queued as 0TITUUIURD25w6YfPwuVFw)
Nov 7 21:30:19 v2app6 postfix/smtp[127285]: B50631A20B0: to=<mark@inhouserecruitment.co.uk>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.58, delays=0.04/0/0.37/0.17, dsn=2.0.0, status=sent (250 Ok: queued as 9SQaqUi_SlKHyIyteU3MhQ)
Nov 12 15:45:21 v2app6 postfix/smtp[65067]: D79991A29BA: to=<mark@inhouserecruitment.co.uk>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.3, delays=0.01/0/0.24/0.05, dsn=2.0.0, status=sent (250 Ok: queued as V3ZScPLlSJyDcvYtSzUt-g)
Nov 12 16:21:27 v2app6 postfix/smtp[65067]: 5ADF11A298C: to=<mark@inhouserecruitment.co.uk>, relay=smtp.sendgrid.net[167.89.118.58]:587, delay=0.42, delays=0.01/0/0.33/0.08, dsn=2.0.0, status=sent (250 Ok: queued as 0urOPN2uQyWXWI4t5Pf7uw)
Nov 18 15:00:07 v2app6 postfix/smtp[19137]: 3DC371A2151: to=<mark@inhouserecruitment.co.uk>, relay=smtp.sendgrid.net[167.89.118.58]:587, delay=0.42, delays=0.01/0/0.33/0.08, dsn=2.0.0, status=sent (250 Ok: queued as gof0Sg_BRPmEbQvuctarmQ)
Ticket 54663
Nov 9 15:19:01 v2app6 postfix/smtp[77615]: 7A5631A27CD: to=<sawyer@4afsfit.com>, relay=smtp.sendgrid.net[169.45.113.201]:587, delay=0.3, delays=0.01/0/0.25/0.05, dsn=2.0.0, status=sent (250 Ok: queued as JttnWqZAT0mOKyyp5_3WDA)
Nov 9 15:19:01 v2app6 postfix/smtp[77615]: 7A5631A27CD: to=<stack@4afsfit.com>, relay=smtp.sendgrid.net[169.45.113.201]:587, delay=0.3, delays=0.01/0/0.25/0.05, dsn=2.0.0, status=sent (250 Ok: queued as JttnWqZAT0mOKyyp5_3WDA)
Nov 11 14:57:56 v2app6 postfix/smtp[36673]: 6C8611A2888: to=<sawyer@4afsfit.com>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.32, delays=0.01/0/0.25/0.06, dsn=2.0.0, status=sent (250 Ok: queued as BTUuonzFQeGjkKvAKwu1LQ)
Nov 11 14:57:56 v2app6 postfix/smtp[36673]: 6C8611A2888: to=<stack@4afsfit.com>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.32, delays=0.01/0/0.25/0.06, dsn=2.0.0, status=sent (250 Ok: queued as BTUuonzFQeGjkKvAKwu1LQ)
Nov 13 15:24:27 v2app6 postfix/smtp[119079]: BCF6F1A2B77: to=<stack@4afsfit.com>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.28, delays=0.01/0/0.22/0.05, dsn=2.0.0, status=
(250 Ok: queued as QFsBgj_dRcOOoqyy-WUY4Q)
Nov 13 15:24:27 v2app6 postfix/smtp[119079]: BCF6F1A2B77: to=<sawyer@4afsfit.com>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.28, delays=0.01/0/0.22/0.05, dsn=2.0.0, status=sent (250 Ok: queued as QFsBgj_dRcOOoqyy-WUY4Q)
Ticket 54797
Nov 12 11:10:15 v2app6 postfix/smtp[84988]: CB1871A2524: to=<violet@fing.com>, relay=smtp.sendgrid.net[167.89.118.51]:587, delay=0.46, delays=0/0/0.37/0.08, dsn=2.0.0, status=sent (250 Ok: queued as D-GUhOa4QAWC0hk8oGcf3g)
Nov 12 18:52:02 v2app6 postfix/smtp[80081]: 141F41A1F2E: to=<violet@fing.com>, relay=smtp.sendgrid.net[169.45.89.186]:587, delay=0.25, delays=0.01/0/0.2/0.05, dsn=2.0.0, status=sent (250 Ok: queued as rfQgJk-NT8ekkFwu_wgfTw)
Would it be possible for you to check with one of the above customers to see if the emails were filtered at their mail server?
Please let us know if you have any further questions for us.
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There's a massive delay between emails in my GMAIL vs HF.
I have replies for the following tickets in GMAIL but HF still hasn't updated the ticket:
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I cant see in your inbox, so can you be more specific about the delay? Just describing it as massive wont get me far.
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I received the emails 30 minutes ago in gmail and they have yet to appear on the HF tickets
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Co-Construct is reporting that my replies are still going to their Spam folders and are being marked as phishing
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Customer is reporting that they get every email as individual new emails when I send from HF, so they cannot see the rest of the conversation 'quoted' - every email starts a new thread.
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Asus emails have been sent to spam when emailing both valerie.csm and support@ as recently as last night. (jan 6).
However, when they email Valerie.r they deliver to her inbox just fine.
Additionally, because I am cc'd on the email with support and valerie.csm the email also goes into my spam folder.
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