Howdy,

I've been reading some of the threads here about support software, such as osTicket, Cerberus, etc.

My boxes run DA and I'm using ModernBill as my billing software. DA has a ticket system, so does MB. I'd like to essentially switch off those systems, and use one that is better suited to the task.

DA allows you to turn off the internal system, and insert a link to your help desk software - so that part is easy.

Does MB allow the same? Or will I need to edit the templates to remove links from their system - and insert links to mine.

Are there others who use the same software as me? If so what solution have you gone for?

You can intergrate cerberus pretty easily now with MB.

Here is a link to the pdf install for cerberus if you want to take a look at it.

http://forum.cerberusweb.com/attachment.php?postid=19821

It's an easy win by cerberus...

Intagrates nicely with modernbill, and as you said, would intagrate nicely with DA.

Kayako integrates seamlessly with MB

Do either of these packages provide statistics on the amount of tickets individual users have placed - thought that would be useful to trend who are the 'ticket happy' users.

Cerberus will give you some statistics on the amount of tickets that have been submited but it does not give you the amount of tickets per individual user.

Kayako gives stats, though I've never looked at "tickets per user"

Do either of these packages provide statistics on the amount of tickets individual users have placed - thought that would be useful to trend who are the 'ticket happy' users.

Hey there!

In Cerberus you can run a "Total Tickets Offered by Queue" report and filter by the requester e-mail address. As well, the 'Contacts' area lists tickets grouped by a requester or all tickets from a given company.

If you just want to see something like the "Top 10" requesters (to pick out those ticket happy users!) we could put a custom report together for you in a couple minutes. The database query for that, the way Cerberus is set up, is very very simple.

Hope that helps :)

Which Cerberus product is the one I'd be after - the helpdesk one?

You will probably need the helpdesk and the support center. The support center is a customer facing portal. You will have to install it seperately.

You don't have to have the support center. Users can submit tickets by emails.

If you want to take a look at what the support center looks like, you can take a look at mine. Everything minus the header and the footer is what the support center looks like. We also changed the colors so it matched our site.

http://support.ivialis.com

Cerberus also has a online demo of their helpdesk here.

http://www.cerberusweb.com/online_demo.php

Originally posted by fang666
Do either of these packages provide statistics on the amount of tickets individual users have placed - thought that would be useful to trend who are the 'ticket happy' users.

That is a great suggestion. I had not thought of that stat before!