Whats the best system, I'm running a redhat linux 7.3 system with whm/cpanel, and i've looked at perldesk, but are there any other free equivalents, as I'd rather not buy it ?

Thanks

Matt

You might want to consider building your own system.

Basically, the management part can be readily built with a MySQL DB back-end and a Perl or PHP front-end GUI.

And the ticket parsing can be done very nicely with a cron task that checks every minute for any new e-mails sent to support@ (or whatever address you have setup).

This way you can customize the system 100% to your personal preferences and add in features down the road as you need them.

esupport is a good one

www.support-logic.com which is GPL.

We used Perldesk and moved onto esupport, it's as good as they say it is and worth the money.

Originally posted by WebHedz
We used Perldesk and moved onto esupport, it's as good as they say it is and worth the money.

Same here, and I agree Esupport is worth every penny and more!

kayako esupport
http://www.kayako.com

We use DeskPro, not free, but IMHO by far the best system out there, used it since it first came out.

Cerberus (http://www.cerberusweb.com)

I'm not just saying this because we're alliance partners, but Kayako's eSupport is truly a fantastic product and the only one out there that is sub $50,000 that scales properly from 1 to 10,000 tickets.

eSupport also includes a knowledge base and troubleshooter that dramatically decrease support load.

Trust me, we do this for a living. :)

Well we've got over 4k tickets in DeskPro v1 and it seems to be working perfectly, so I'd say it scales well as well, I imagine v2 will scale just as well, but we shall see when we convert our data over this next week.

Originally posted by TS-Dave
I'm not just saying this because we're alliance partners, but Kayako's eSupport is truly a fantastic product and the only one out there that is sub $50,000 that scales properly from 1 to 10,000 tickets.

eSupport also includes a knowledge base and troubleshooter that dramatically decrease support load.

Trust me, we do this for a living. :)
It's not the only one. Trust me.

Cerberus bypasses eSupport by a country mile, in my opinion.

And DPv2 leaves them all in the dust, IMHO :)

whats dpv2 url?

www.deskpro.com

thanks Karl

but isn't that expensive compared to Cerberus

Depends, they are in a different league really, DeskPro has many more features than it appears Cerberus has, which makes it a much more powerful and flexible sollution.

Originally posted by KDAWebServices
Depends, they are in a different league really, DeskPro has many more features than it appears Cerberus has, which makes it a much more powerful and flexible sollution.
More features means better?

:rofl:

As far as i can see, no-one can touch Cerberus' filter features and training

Hey there!

I'll leave the feature/usage analysis and comparisons to the users. I'm just posting a quick note in regards to "... and the only one out there that is sub $50,000 that scales properly from 1 to 10,000 tickets."

That's insane -- not to mention irresponsibly misleading. 10,000 tickets in the database, per day, per year?

Any way you look at it, it's impossible that statement was based on fact or research. MANY products fit the bill.

Would you care to elaborate?

I happen to know of a large corporation who uses Cerberus (name withheld for their privacy), who receives 25,000-100,000 tickets per day during peak times of the year. Anyone who says Esupport is the only thing which scales high is flat wrong. I personally have a Cerberus Helpdesk install with over 25,000 tickets growing at a rate of about 100-150 a day currently, and have had zero growing pains in the sixteen months I have been using it.


P.S. - I only recently started doing third party development with them. I was a happy customer for a year prior to that and thus am not totally biased.

Does Esupport work on Windows ?

Originally posted by mashar3dh0st
Does Esupport work on Windows ?

Yes it does, there is an extremely detailed guide created by one of our customers which can be downloaded at http://forums.kayako.com/attachment.php?s=&postid=3752.

For more information please email sales AT kayako.com

Great, I'll give this a once over.