Support Ticket System - Please Help! - Page 2

James[UH] · 19th January 2004

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.

philb · 19th January 2004

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.

H-U.net · 20th January 2004

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

cass · 12th September 2005

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

othellotech · 13th September 2005

aren't you using the one built into drams ?

cass · 13th September 2005

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

ThinkSupport · 19th September 2005

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

samb · 19th September 2005

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.

WFCS · 20th September 2005

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.

Andrew · 20th September 2005

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.

XN-Matt · 20th September 2005

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

Karl · 20th September 2005

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.