Helpdesk software, what do you use?

The support module is planned for another 're-model' per se. We have some very good suggestions, and the developers are planning to incorporate the needs of the users. It's a matter of priority for everything in development, in any application.

Like Alex mentioned, it may not be the robust helpdesks, but I've looked at cerbrerus, and it'll take an Engineer to figure out how to install it. lol
 
I use CE ticket system also. However if you are a large company or have a large amount of tickets, don't use it. It lacks many feautres of other helpdesk's, but then again, it's included in the price.
 
I'm in the middle of migrating from OSTicket to ClientExec for support. ClientExec is working great in testing, and the e-mail piping works very well.
 
We have been using os ticket as well. We have been looking for a more robust solution, we are looking at kayako at the moment.
 
i have also just switched to ClientExec and it is very good i would recomend it highly and for the price you can't find i better deal. the support system is very good.
 
Kayako seems to be flavour of the season.

My only objection with it is it tries to guess your helpdesk question and 99% of times rejects submission straight away and gives some suggested answers. This frustrates me in a time that is usually quite pressurising anyway otherwise I wouldn't be filling in a help ticket.

Also: Heres a tip for all people using help desks...

Get your clients to register when they signup for the hosting. This way when they get a problem they don't have to get even more frustrated registering for a help desk before submitting a ticket - they'll be alot less frustrated!!

Rob
 
zemo said:
i have also just switched to ClientExec and it is very good i would recomend it highly and for the price you can't find i better deal. the support system is very good.
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as I have been reading this forum and your posts on ClientExec, it lokos liek I may be setting up with them instead of Kayako.

How well does their customer billing work?
 
very good, it will set up an invoice for you or you can have it automatically send to the client, and it integrates with all billing sysytems I.E. paypal, 2co psigate and many others and not to mention murchant accounts, and overall it is extremmly user friendly and your clients dont have to register twice for support client exec takes the orders set's up their account automatically then they can login to ce nd view their invoices and submit tickets and many other things.

if you use it you will not regret it.
 
zemo said:
very good, it will set up an invoice for you or you can have it automatically send to the client, and it integrates with all billing sysytems I.E. paypal, 2co psigate and many others and not to mention murchant accounts, and overall it is extremmly user friendly and your clients dont have to register twice for support client exec takes the orders set's up their account automatically then they can login to ce nd view their invoices and submit tickets and many other things.

if you use it you will not regret it.
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awesome. Thanks for the response. They are most defintely cheaper than Kayako, no matter if you do the leased or owned license. I think I will be checking them out more seriously this weekend and moving toward their solution.

One other question.

In the event a customer comes to your site to setup service, your saying it handles the order? It also accepts the payment via paypal / credit card ? If so that is awasome..

Thanks for your responses... :D
 
yes it handles order's and then it bills the client then when the payment is confirmed it will set up thier account in whm, so it does all the work!
 
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