HelpDesk Systems

[DigitalXWeb]

We are going to be replacing our current Helpdesk system with a more feature packed one that is expandable for upcoming ventures. Was wondering if anyone could give me feedback on any of the helpdesks we have narrowed our selections down to and why you feel they are good.

Kayako - eSupport
***********
Cerberus

Thanks in advance for the feedback!

[CompuLounge]

What do you use currently?

[DigitalXWeb]

Currently we are using an in house customized version of TicketSmith. It serves it purpose well but we need something a little more robust for the near future.

[Sesran]

Kayako - eSupport is the one we have been using. Varun and CO. have been constantly upgrading and making enhancements to the product. Basically, if you have a request and it is feasible, it gets added to future enhancements.

[xaviahost]

Hiya,

If you want to pay then yes it would be esupport. But i think you should check out Perl Desk, its pretty feature packed as well (yes its in CGI i know, dont remind me :eek: ) and i think youd like it.

[DigitalXWeb]

We tried Perl Desk before and never liked it. That was why we went with TicketSmith in the first place.

Thanks for the suggestion though :)

Any other opinions on either of the 3 above?

[DSWS]

May I ask why you did not like PerlDesk?

We use the new 2.0.2 version of PerlBill and like it a lot. The GUI has been completely redesigned and it is quite good.

Rob

[maxhest]

Perldesk works great for me, No Problems, Hae you looked into PHPHelpdesk? There are some great ones out there, look into it. :)

[Rewdog]

Perldesk would be perfect if it didn't have the stupid login loops. If the user's don't lower their security settings for cookies, they can't use it.

[DigitalXWeb]

Originally posted by Rewdog
Perldesk would be perfect if it didn't have the stupid login loops. If the user's don't lower their security settings for cookies, they can't use it.

Exactly one of the reasons we chose not to use it.

[zerphyte]

I would highly recommend using cerberus (http://www.cerberusweb.com). We tried out just about every ticket system out there only thing that came close was inflow but it still really sucked when up against cerberus.

[DigitalXWeb]

Originally posted by zerphyte
I would highly recommend using cerberus (http://www.cerberusweb.com). We tried out just about every ticket system out there only thing that came close was inflow but it still really sucked when up against cerberus.

I am assuming you mean ***********?

Thanks for your input

[TurtleBay]

I have decided to go with Cerberus for my help desk. I like that fact that it is PHP/MySQL, yet works on Windows 2000 with no problems. They're having a good special in January 2003, too. (I don't work for them, so this is NOT self-promotion) Their full version is regularly $299, but its only $199 for January.

Highly recommended!

John

[felix220]

Customer management, which incorporates a support 'desk', or rather a ticket based system and integrates it with billing and all things 'customer', is best served in our case by Ubersmith.

Having wasted money in the past on 'helpdesks' like the old Wonderdesk and some of the later systems, I can honestly say that if you want to manage your business efficiently, and not just get your kicks from cute, but fundamentally useless features, then Ubersmith is awesome. Being able to manage clients invoices, clients servers and clients troubletickets from one place is the only way to fly.. and it integrates with many popular apps like CPanel etc..