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Thread: Support Ticket System - Please Help!

  1. #16
    UH Hosting Ltd
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    THIS USER HAS BEEN GAGGED BY THE FORUM HOSTS FOR SPAM OR BREAKING THE RULES...
    User will be ungaged in around 91 hours from this post.

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  2. #17
    LCHost
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    I use http://otrs.org/ ; open source, as powerful as most people need, and to date very reliable.

    I believe SuSE AG use it, amongst others.
    Phillip Baker
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    Hello, Companies Act 2006. Because looking information up at Companies House is very very difficult indeed (especially as they think the Internet closes at night), and this post could possibly be construed as a business communication, I am legally required to furnish you with the following information: Low Cost Host Ltd - Reg# 5172812, VAT# GB 842 9750 02 Correspondence address PO Box 11, Brighouse, W Yorks, HD6 1LQ Registered address c/o Allan P Naylor Accountant, 8 King Cross St, Halifax, W Yorks, HX1 2SH Inside leg measurement 31in (or 78.74cm) Favourite colour Blue Attitude towards ridiculous legislation Incredulous
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  3. #18
    Gotta say that Kayako is simply outstanding. I don't think we could function as efficiently without it.

    If you're just starting out or have a modest client base then PerlDesk will suit you just fine - that was our experience anyway.

    Kevin
    Kevin Austin
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  4. #19
    Anyone using Smarterticket?

    I was going for Kayako, not cheap but like you say, you get what you pay for and i do believe it is the best

    I bought Smartermail and stats and got the ticket system for free, i think its less than $200 to buy so i got a good deal with that

    Seems ok though

    Cass
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  5. #20
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    aren't you using the one built into drams ?
    Rob Golding Othello Technology Systems Ltd AS29527 Company#03894981 VAT#GB-782561410 Tel:0871 277 6875
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  6. #21
    Yes i use that one for my domain and hosting site but i also have a dedicated hosting site so i am currently setting up smarterticket for that

    Cheers

    Cass
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  7. #22
    We have used both Cerberus and Kayako - Both are best in Industry
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    Thinking Of Support Solutions ? ........ Think About US ........ !
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  8. #23
    Bashton Ltd
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    Well another happy RT user here, and so are many of my customers.

    Customisable and reliable, which is exactly what most people are looking for IMO.
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  9. #24
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    So Internet is on a distinguished road
    We use Kayako eSupport. V3 has brought a great set of enhancements and the product can be rented on a monthly basis for around $25, so is a great place to start off.
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  10. #25
    I'm not the biggest of fans of version 3. Yes it has some nice admin features, but i perfer version 2's client interface, which is why we have continued to use it.

    We setup Kayako about a year or so ago on an annual license, which came up for renewall last week. Needless to say I upgraded to the owned license and will continue to use that for the forseable future. I am aware however of a much slicker helpdesk which will be coming out to the market in November, I probably would have switched to that, but the developers wernt quite ready to release the code for production use, but defo one to keep an eye on.

    Having said that, there are some ****e features of version 2 (not sure if they are present in verison 3).

    The search feature is pure ********, it hardly ever finds anything relevant in closed tickets - and takes an age to search through our db (which has about 6K tickets in it).

    The fact it sends a response to mailer daemons which is a PITA for deleting.

    and its filters arnt particularly good at filtering out emails.
    Andrew
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  11. #26
    Quote Originally Posted by Cranky
    Has anyone used both Cerberus and Kayako? Personally I feel Cerberus is fantastic, but I've never used Kayako so I can't really compare...
    Yes.

    And we moved to Kayako (SupportSuite) v3.

    Much better IMHO and some of the new features are just priceless!

    Matt
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  12. #27
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    Waaaaaaay too buggy at the moment though and missing some really basic stuff. Although hopefully they'll get on top of that soon, I notice several of my bug reports were marked as fixed the other day.
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  13. #28
    exoscripts.com very similar to kayako, we use at http://ukinternetgroup.com/helpdesk
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  14. #29
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    Quote Originally Posted by freeinternet
    exoscripts.com very similar to kayako, we use at http://ukinternetgroup.com/helpdesk
    Are you going to populate the kb and troubleshooters ?

    To me they've always seemed an integral part of moving helpdesk/support more online...
    Rob Golding Othello Technology Systems Ltd AS29527 Company#03894981 VAT#GB-782561410 Tel:0871 277 6875
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  15. #30
    yes mostly likely it just the time writing them up
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