Support Ticket System - Please Help!

Fanatical · 18th December 2003

Howdy,

At the moment, we need to completley revamp and upgrade our support ticket system. Just looking for any reccomendations, preferably for free/cheap software, to make the upgrade feasable. We're currently using the Triangle PHP Support Tickets, and frankly, it just isnt powerful, or professional enough, now that we have grown and expanded our operation.

We're looking for a solution that allows multi operator support, quite like OSTicket. OSTicket is the best script i have seen so far....IF you can get it to work. Theres all sorts of bugs in it, which have constituted loss of emails, data, and customer info on many occassion.

Any help would be greatly appreciated.

Lee

netspace · 18th December 2003

Well, its not free but inexpensive anyway. Does next to everything...and its all text, so loads very fast. Cerberusweb from http://cerberusweb.com

It does email piping also, but we just use the POP-retrieval feature because. try the demo on their site...its pretty complete in all respects.

One of the neatest things I like about using email management programs (e.g. Cerberus and Kayako esupport) is that you can keep on using your Outlook as normal and the ticket software takes care of appending your responses in the helpdesk. So, we get emails in Outlook and reply from Outlook itself...and the reply gets attached to the ticket, while a copy is sent to client.

So, anytime customer wants to check the response at a later stage, he can login and see entire history. In fact he can see all his past tickets as well.

Karl · 19th December 2003

Not free, but www.DeskPro.com is IMHO the best system out there are the moment with the launch of version 2.

Paul-UKWSD · 19th December 2003

I don't know of any free ones buy highly recommend Esupport,
http://www.kayako.com/?_a=products&_m=esupport.features

M@tt · 19th December 2003

Custom developed ones work well

coreisp · 19th December 2003

We use Perl Desk very easy to use, for both the client and the tech staff.

It's only $49.99 so it doen't brake the bank

Cheers Paul

Cranky · 20th December 2003

I agree with the cerberus recommendation, solid product and active development (incorporating requested features all the time).

I believe it's $99 now.

webhostec · 18th January 2004

I realy like this http://www.bestpractical.com/rt/ it is open source and very powerfull and stable.

jonny_b · 18th January 2004

Kayako all the way....we've used a fair few over the years and none come close....it is a case of you get what you pay for though!

Cheers,

Paul-UKWSD · 18th January 2004

Quote:

Originally Posted by jonny_b

Kayako all the way....we've used a fair few over the years and none come close....it is a case of you get what you pay for though!

Cheers,

Couldn't agree more

Andrew · 19th January 2004

I plan to get Kayako - so what Jonny an Paul said above

tony · 19th January 2004

Quote:

Originally Posted by Andrew

I plan to get Kayako - so what Jonny an Paul said above

We're using RT (as mentioned further up), its probably a lot more complex than some of the others, but a lot more configurable at the same time.

It's handling around 10,000 tickets a month without any problems, albeit that amount of tickets needs some hardware dedicated to it to ensure it works reliably.

Ricky · 19th January 2004

THIS USER HAS BEEN GAGGED BY THE FORUM HOSTS FOR SPAM OR BREAKING THE RULES...
User will be ungaged in around 65 hours from this post.

Cranky · 19th January 2004

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...

Box-Matt · 19th January 2004

We’re using PerlDesk at the moment, purely because it comes integrated with PerlBill. Waiting to see what WHM AutoPilot 3.0 has to offer in terms of a helpdesk.

Kayako looks good – seen quite a few people using it. The ModernBill integration is also a good reason to go with it.