SupportTrio, Kayako, or Cerberus?

**Apolo** · 28th February 2006

Another vote for Cerberus here.

Or Request-Tracker, which is quite similar:

http://www.bestpractical.com/rt/

Regards,

Jaime

**cyberhostuk** · 18th March 2006

Another vote for Cerberus

.. very happy with it, a bit tricky to originally set up and support via their forums is great.

**suhailc** · 20th March 2006

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.

**Apolo** · 20th March 2006

Originally Posted by suhailc

I'm a Kayako fan.

Still lots of bugs in V3 that need fixing, but overall it's an excellant product

When was V3 released? And do you know if they are proactively working on solving those bugs?

Thanks.

**suhailc** · 20th March 2006

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

**Cranky** · 20th March 2006

Originally Posted by suhailc

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)

**Apolo** · 20th March 2006

Originally Posted by Cranky

Why is that a problem? (With Kayako anyway)

I think (just guessing) he wanted to mean that because of this:

Originally Posted by suhailc

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

Jaime

**Cranky** · 20th March 2006

Originally Posted by Apolo

I think (just guessing) he wanted to mean that because of this:

Jaime

Ah, makes sense now.

**TITAN** · 27th March 2006

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.

**suhailc** · 27th March 2006

Originally Posted by suhailc

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

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!

**NX-Harry** · 9th April 2006

I seriously reccommend Kayako's SupportSuite.

Its fantastic, does everything we need it to

**indigohosts** · 10th April 2006

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!

**ThinkSupport** · 11th April 2006

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.

**andrewjab** · 11th April 2006

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!

**niyogi** · 12th April 2006

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

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