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After using PerlDesk, Kayako eSupport and Cerebus helpdesk systems I’m
really suprised that these aren’t better polished products. eSupport
claims to have a padlock that goes onto tickets that other staff are
viewing, however it never works. It also strips out users pasted in
messages and anything with a > is removed from the ticket view
completely, you have to edit the ticket and view the headers to see the
actual message and sometimes this doesn’t work.
How can companies claim to offer professional grade support systems that
actually remove the contents a user puts in? I’m really suprised by the
lack of a good web based ticket system. If anyone finds one that is
meant for an actual company with more than 3 people please let me know.
April 19th, 2006 at 4:30 am
I have to disagree with your comments about Kayako’s support system. I use and setup SupportSuite systems everyday, and ive never gotten a complaint. If there is any support system i had to choose from, id definatly suggest Kayako.
April 24th, 2006 at 8:39 pm
Really? I’ve found that it strips out anything with so like ping results or other things. I guess that’s part of the HTML parser in it.
May 14th, 2006 at 9:22 am
Indeed, but you can configure the HTML parser to allow/disallow certain tag
July 11th, 2006 at 9:54 pm
Hey there!
I’m the lead developer on the Cerberus Helpdesk project. If you haven’t looked through the 3.0 version of our project, I’d recommend taking another look.
Cerberus is in use at thousands of companies, many far larger than “3 people”. I’d be happy to explain anything that is confusing to you.
Regardless, we’re always interested in hearing user ideas and frustrations. Our beta mailing list (CommunityDevelopers) is open to anybody. You can find the link on our website.
Thanks!
-Jeff@WGM
October 26th, 2006 at 3:40 am
You may take a look at SupportTrio ( http://www.activecampaign.com/supporttrio/ ). I haven’t used it by myself so far, but I have heard many positive experiences with it (but also with Cerberus and Kayako
).