Helpdesk software, what do you use?

D

Dactyl

New member
Hello

I was wondering what software do you guys use? we are currently using cerberus and are satisfied with it.
 
We have also recently started using Cerberus and are very happy with it. I hear that the developers are about to release a windows app that will alert you of tickets. Looks like they are looking for ways to improve and for me, that's a good sign.
 
We use perldesk which is ok - does the job well enough, maybe it's a little bland to look at.

Also We use Direct Admin control panel which has a ticket and help system integrated into it.

Rob
 
We use Request Tracker for both external support and internal projects, are extremely happy with it. It is extremely customizable, and our customers like the login system. In fact, several of our customers have asked us to install extra instances for them to manage their own support requests (So far one of our hosting resellers, a school IT department, and a real estate agency)

It especially strikes a good balance between imposing some structure, and yet not being so rigid that it doesn't work in the real world.

The negative side is that it takes a good deal of effort to get it installed and configured.

Good luck finding something that works for you.

Regards,
Erek Dyskant
 
We use Comdev?s Help Desk, very nice, very flexible and easy to setup. What I like about it is users don?t have to have a user name and password to do a ticket. I just don?t understand why anyone would want to inconvenience their customers to have to do a user name and password just to have a support ticket. Anyhow, very good software.

Rolly
G4 Hosting
http://www.g4hosting.com
 
I use os tickets, It's not the best but it gets the job done.

And as g4 said you should'nt make your clients sign in just to post a support ticket it has the option to sign for more features but you can post a simple ticket without logging in.

Overal its's a good helpdesk.
 
zemo said:
I use os tickets, It's not the best but it gets the job done.

And as g4 said you should'nt make your clients sign in just to post a support ticket it has the option to sign for more features but you can post a simple ticket without logging in.

Overal its's a good helpdesk.
Click to expand...

OS Ticket was my first choice and from what I could do, is a great software but for some reason or the other I just could not get it to notify me of new tickets. Went back and forth with the author and had no idea why it wouldn't work. That was a year ago.
 
Interesting way of looking at it. Here's my justification:

By having a login system, customers are able to go one place to see all their outstanding issues. If the URL were a ticketnumber&key style url, there would be no way for a customer to see all their tickets in one place.

For people who don't want to log in, they can either submit a ticket via email, or use our no-login-required web form (actually just a formmail, but don't tell the customers)

The only time a customer has to login is to check on the status of an already-submitted ticket, and I tend to think that a login style system works best for this. That way they only have to remember their email address and password, not dig through their email to find the link to the ticket.

G4Hosting said:
I just don?t understand why anyone would want to inconvenience their customers to have to do a user name and password just to have a support ticket. Anyhow, very good software.
Click to expand...
 
but with os tickets you can merge tickets to one user, and it also has a web form that you can use and it submits the completed form as a ticket then when you see their name you merge it with all their other tickets.
 
There is a free version of Cerberus, it comes fully loaded with all the features that the paid one has, but it only works with one email, not bad to try the system out and for starting hosting companies.
 
We use the Support Ticket system in ClientExec. It's a nice application that integrates well with the rest of the application. An added benefit is a report recently provided by one of the technicians that allow searching the Ticket DB for key words.
 
I agree Dacsoft, that guy that wrote that report is one sharp dude. ;) lol

I think having everything in one place is key myself. Billing, Support, etc all in one package seems to be best IMO. I hate having multiple URL's, login details for one service when it's unecessary and a hassle.

I'd rather not put my clients in the position to have to remember all the details.

BTW, the newreply template of VB seems to be out of whack here, or is it just me?
 
premiush said:
how is clientexec in that? do their ticket system support email piping ?
Click to expand...

Being a CE user myself, the new version of CE does but I don't use the support system with CE. Instead, I edited the link from CE support to go to our support page (We use comdevweb.com "Help Desk"). Not going to list all of the features that they have, go to their web site and check it out. They have a try before you buy software.

And as well, all of the software that are listed and those that aren't are excellent software to use. I have personally tried most of them myself and found some have different features than the others. What it boils down to is what you want your users to use and what you are willing to pay for. With the exception of ostickets, I never had a problem with any one of them. We choose comdevweb's help desk for its simplicity and features and the price is not bad either.
 
premiush said:
how is clientexec in that? do their ticket system support email piping ?
Click to expand...

Recently released version 2.3 does.

We also use CE for everything as I would agree with Keith in that I like everything under one roof. CE's ticket system isn't the most robust one out there, but it suits me, does the job and will only improve in time..
 
You must log in or register to reply here.

Supporters

Back
Top