Another vote for Cerberus here.
Or Request-Tracker, which is quite similar:
http://www.bestpractical.com/rt/
Regards,
Jaime
Another vote for Cerberus here.
Or Request-Tracker, which is quite similar:
http://www.bestpractical.com/rt/
Regards,
Jaime
Another vote for Cerberus.. very happy with it, a bit tricky to originally set up and support via their forums is great.
Tim K - CyberHostUK(url-removed: need 20 posts).[/SIZE]
I'm a Kayako fan.
Still lots of bugs in V3 that need fixing, but overall it's an excellant product. Quite cheap and quite cheerful! Nice Ajax functionality.
When was V3 released? And do you know if they are proactively working on solving those bugs?Originally Posted by suhailc
Thanks.
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It was released few months ago. Yes they are working on resolving the bugs in V3. According to them, they have been slow to respond to support tickets due to high demand for their V3 product and have now added new seats to deal with increased support issues.
I think they can only improve. Downside with Kayako is that so many hosts use it, but I guess the same goes for ModernBill, ClientExec, WHMAP etc
Why is that a problem? (With Kayako anyway)Originally Posted by suhailc
Andrew Cranson, Director of Operations & Parallels Specialist
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I think (just guessing) he wanted to mean that because of this:Originally Posted by Cranky
Originally Posted by suhailc
Jaime
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Ah, makes sense now.Originally Posted by Apolo
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Andrew Cranson, Director of Operations & Parallels Specialist
Layershift :: UK & US hosted Domains, Shared, Reseller, VPS, DDS, Dedicated, Managed, Collocation
WizzVPS.com :: UK's Cheap VPS provider Instant Setup, 24x7 support, Several Linux OS's, instant reboots/reinstalls
Company Number: 6036217 / VAT Number: GB903034962
Unlike many providers, we offer True 24x7 Technical Support - peace of mind around the clock!
If anyone is interested we have started our 30 day pilot scheme with RightNow
http://www.titaninternet.co.uk/support.htm
a couple of points
1. Whilst we've obviously changed the colours etc the overall look and feel has not been changed from the standard (if you use adaptec.com you'll recognise it) because the pilot doesn't warrant the level of work involved.
2. Its slow cos its being hosted from the US. If we did go ahead and buy it it would be hosted on our own servers.
3. The knowledgebase is hardly uber-comprehensive but it seemed like a reasonable amount of content to start day 1 with and just add to as time goes on.
Yes the fact that there is high demand for the product has meant slower support from Kayako, but what I mean is that too many webhosts look too similar nowadays, since all using the same software. Maybe to the end user they cannot tell that two hosts are simply using two themes, but to us guys I can tell what software a host is using within 30 seconds of checking out their site!Originally Posted by suhailc
I seriously reccommend Kayako's SupportSuite.
Its fantastic, does everything we need it to
We've used Cerberus in the past and while we liked it, the lack of a Live chat feature built in means we had to use a couple of different programs.
Kayako seems the best to us (the link for SupportTrio didn't seem to work so couldn't check it out) and we're really interested in trying Kayako for a while.
A friend of mine uses Kayako for his business and has nothing but praise for it. I've had a look at the features and am impressed enough to be on the verge of paying for it!
We have used all three, kayako, cerberus and supportrio and all three are good.
But when it comes to make a decision on using only one of them, we would always recommend cerberus.
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up for Kayako.
Its a brilliant support suite and the search tool for when users submit tickets, searches and displays the most relevant knowledgebase articles is very very good!
The bug fixes do seem to take a long time and I know we have had to fix a lot of errors in house (such as the counters for the articles) but it does work really well, easy to use and very, very customisable - its integrated into our website quite well. The sms gateway is really great!
Andrew
e: andrew@jabwebsolutions.co.uk
t: 0800 043 0 153
JAB Web Solutions | (url-removed: need 20 posts)|
Wow - I visit this thread several months later and there's a whole bunch going on here!
Well, Kayako seems to have it's loyal following from what I can tell; the same seems to apply to the Cerberus and SupportTrio users.
Having used SupportTrio for a few more months and upgrading to the new version 2.5.20, it is one pretty darn slick product (especially for the price). We use the monthly leased license which gives us access to the upgrades that are released every so often.
I guess I'm most impressed by being able to post in their forums and then have them react quickly by adding the feature in their next *minor* release. I don't believe Kayako operates in the same way - not that they have to because they may already have all the features people already need.
Anyhow, just wanted to chime back in here!
Roj
bungeeCode - UK and European Reseller Hosting
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We provide 24x7 support for your customers! Cpanel, Fantastico, RVskin included too!
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