Thread: Support Ticket System - Please Help!

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We use Kayako, excellent piece of software.

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.

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

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

aren't you using the one built into drams ?

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

We have used both Cerberus and Kayako - Both are best in Industry

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.

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.

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.

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.

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...