Which Helpdesk / Support Centre

[trevor.lee]

We currently use DeskPro. It does the job but there is simply no support and the interface is looking a bit tired. In addition we've been waiting for cascading categories and escallation. A quick review of HD solyutions brought Kayako to the top of the pile - it looks great, seems easy to use and the KB & download options seemed pretty good. Then there's Cerebus and I'm sure others. Kayako + integration with Active Directory seems a great solution if we can expose categories to users and auto generate target resolution dates from the priority. Any views out there?

[wisehosting]

we are currently moving to support trio by active campaign - great peice of software.

[Immortal]

I like Perldesk the most - even if it had some bugs during the last years, it's a clean and simple software, but it still does pretty much everything i want it to do.

It really depends on what you're looking for. Probably ekayako is one of the best choices for an "all-in-one" package as it is powerful featured.
A bit too colorful for me though :)

[trevor.lee]

This is intended to be a web based HD mainly with occasional email. It looks as though Kayako scores here over Cerebus (not looked at Perldesk yet). We get the user to enter category which defines the team it goes to. We need strong SLA management against different priorities.

[xAngelx]

I use sitepanel 3 (www.sitepanel3.com)

It's got catagories, SLA management, KB and FAQ stuff. Works well for us.

[MK Hosting]

For a free one I would recomend Cerberus (www.cerberusweb.com)
or if your not bothered about price kayako ESupport is good (www.kayako.com)

[etechdesigns]

I would also suggest Cerberus is the good support system for free. And Kayako is also another alternative support system for paid system. IMO, 24/7 high quality and professional support with good response time are the most important points with recommendable system like Ticket Support system, Live chat and Phone support. :)

[Virpus - Ken]

We use the helpdesk that is integrated with our billing manager, ubersmith. It works great, and does what we need it to do.

[WebzPro]

Support Trio is up and coming http://www.activecampaign.com/supporttrio/

We use ESupport though.

[cyberhostuk]

We currently use Cerberus and are very happy with it. We did have a few problems with the original setup but now they're sorted, we find that it's a great peice of software.

The best part... it's free! (for one email address)

[ThinkSupport]

I will suggest cerberus or kayako but recently I have been working on a very good Ticketing system with inbuilt billing system "ubersmith" its TOOO GOOOD try it out.
Check it out at http://ubersmith.com :)

[bigern75]

Cerberus is great

[RACHEL@WR]

We are using Kayako since 1st Jan and we are very happy with them. Only negative thing I can say their support is slowing down at weekends.

[thtwb]

I use Kayako for both help desk and live support. It is great, except a couple minor bugs. Other than that... must be the best I have used.

[GordonH]

We have ben using Womderdesk for the past five years and have never needed to contact their technical support.

We are now switching to Response Tracker, which is an email based system used by some of the larger ISP's.
Its open source but requires a lot of customisation to implement it properly.
The good thing is its scaleable so you would never needto change to another system. Its used by some very large ISP's with hundreds of thousands of customers.

[Brian S]

We are now switching to Response Tracker, which is an email based system used by some of the larger ISP's.
Its open source but requires a lot of customisation to implement it properly.
The good thing is its scaleable so you would never needto change to another system. Its used by some very large ISP's with hundreds of thousands of customers.
I've used RT for years. I recently upgraded to RT 3. RT's biggest strength is it's simplicity of use. Setting it up is a nightmare though. But for turning emails into tickets, it does what it is supposed to do.

I am actually looking to move away from RT to something a bit more advanced. I am very impressed with Kayako. I have been very happy with RT over the years, but I think it is time to move on.

Brian

[webhostinguk]

Cerberus seems to be full focused on the major CRM, which will have some lags in customization, Kayako seems to get really improved and much more a professional product.

[Marck]

LIVECHAT!! no Doubt GREAT prices - they even wanna make DEALS with you - So Great a software much more Secure then BoldChat (TM)

[Brian S]

Welp, I decided to have a look at Kayako again. I had looked at it a couple years back and was not terribly impressed with the features versus cost.

I am happy to report I've had a positive experience with their latest version. I started with their hosted one week free trial. Then I emailed support with some questions about customizing a LoginShare module (which offers a login synced with other systems like ModernBill or phpBB). They offered a one week free trial of the leased files, which I installed on my own server. Sales was very helpful and even provided me with the source code to a couple LoginShare modules so I could make my own.

Overall, I've been impressed with the ease of install, the sales support, and powerful features included in the product. The downloadable LiveResponse application and AJAX interface are awesome. Today I decided to drop the $500 for the owned source license. I look forward to integrating SupportSuite as our new support system. :clap:

Brian

[WHM-Billy]

Check out IntelloDesk: www.intellodesk.com
Starts at $40 I think for the cheaper version and works great! Clients love it too!

[bill_online]

I was using Cerberus for 3 years. Just before 2 weeks switched to SupportCenter so far I'm very satisfied. taka a look...

[Mxhub]

We used Cerberus before we switch to internal helpdesk in WHMCS, which serve us quite well.

[Kustomhost]

kayako i use and is the best :)

[QuadStandard]

we use the system in whmcs :)

[livechatdir]

Kayako, cerberus, Support Trio are all good ones with very satisfied clients.

However, we recently adopted Liveperson contact center (http://www.liveperson.com/sb) on our web hosting site www.m2mhost.com, and though we initially though it was expensive, it really cut down our costs a lot. comes with integrated Email ticket Support, Live chat, Knowledgebase, Live Call Voice Support.

Eventually, we ended up paying a fourth for what we were paying separately to different vendors. It comes with 24/7 support, a dedicated account manager and robust features. Works very well for us!

[cyberdog]

I use ClientExec but if I had the option I would switch to WHCMS which, no-a-days, is awesome. There are a few cool stand alone support desks also that intergrate nicely with sites. Cerberus Helpdesk is one...

[.amaZe]

kayako and clientexec client support system

[sfxdip]

We are using Kayako

[SagoDennis]

We used Cerberus , and moved to UberSmith for the reasons mentioned in a pervious post, integrates well with our billing manager.

[rllunzmann]

I really prefer OSticket, its free, small in size and fast. Gets the job done when customer's just want to submit a ticket.

[ezhost-anish]

kayako is the best if you want to go for paid.

[iFast_Presh]

Kayako for us. It has been great so far.

[zoodia]

If you haven't given it a look yet, try out Auracle:

http://www.AuracleSupport.com

It's quite a bit different from your normal helpdesk (PHP5, Desktop Java Client as well as web administration, etc..) but I love it.

[microNERD]

We use Kayako's Helpdesk, and while it is a great piece of software and has a lot of features, we are really unhappy with the interface and may look for a change soon as well.

[talkntickets]

Another fairly popular one is Help Center Live:

http://helpcenterlive.com

Some of the free ticket systems have had some pretty serious problems in the past. One was even withdrawn for a lengthy period because it was so vulnerable to hackers.

Of the free systems, RT is a stable and impressive product but requires root access and quite a few server adjustments in order to get it up and running.

If you are looking for a ticket system and have a heavy ticket flow then you could also consider having a database expert look at the backend structure of the system you are proposing to use (if you can get access to it) before you make your final decision because sometimes the database structure is poor and it can lead to corrupted tables and slow searches. This problem does not just affect the lesser known ticket systems - at least one of the major brands has had this kind of issue.

[supportskins]

We use Kayako's Helpdesk, and while it is a great piece of software and has a lot of features, we are really unhappy with the interface and may look for a change soon as well.
Client side interface or the Administrator/Staff side?

[costlessnames]

We are currently implementing Kayako eSupportSuite. Decided they were the best after looking at many options.

[Ploda Host]

I'm using clientexec, and I integrated PHPLIVE into it.

[build-a-host]

I would suggest Kayako if you want a support desk that isn't linked to your billing system. If you want to use a help desk with your billing system, i would suggest WHMCS!

[GS-Chris]

we are currently using the built in WHMCS support portal but we are currently integrating Saeven CRM into the mix!! It will be sweeet :)

[getlo]

For a free one I would recomend Cerberus (www.cerberusweb.com)
or if your not bothered about price kayako ESupport is good (www.kayako.com)

Thanks!!! I will check it too.

[infrenion]

We use Vision Helpdesk ( thevisionworld.com ) -- We switched from Kayako to Vision Helpdesk, (Vision helpdesk has migration tool to migrate tickets from kayako)

Vision Helpdesk has some unique features like it's Satellite Helpdesk feature i.e manage multiple companies support at one place.

Also it integrates with WHMCS well.

Vision Helpdesk is economical starts at $9.99 per month.