bluebubble
02-09-2005, 02:41 PM
Should i switch?
I am in a dilemma of whether to switch our support helpdesk from kayako esupport to ceberus.
http://www.kayako.com
http://www.cerberusweb.com
The main reasons for switch are:
1. we want one single admin for various products and brand names.
2. kayako esupport is not 100% open source, we cannot change to suit our needs
3. kayako esupport support is really bad. They almost never reply me for weeks until i express my unhappiness towards their attitude. Cerberus, on the other hand, seems have good support.
4. kayako esupport are too slow in releasing new versions and can never meet the date of release they said. esupport 3.0 , was told by them to be released last year (Oct?) and still haven't been released
the main reasons for not switching are
1. our staff are more accustom to current system. we have a lot of tickets per day (~100) if switch, need time and effort to get familiar to new system.
2. ceberus really looks confusing and difficult in admin area, compared to esupport. esupport is very clean and easy to use but i have gave my staff to try the new system but seems that they find it difficult to find even the most frequently used function.
3. there is no ticket link in the email to customer which they are very accustom to.
4. there is no HTML email support in ceberus.
5. esupport 3.0 SEEMS hopefully to be released in MARCH (finally!) , but as they have really bad record in release date, i doubt ...-_- ...so don't know if i should wait or not. moreover, i don't know if there will be multiple domains suport (that is one single admin for all the domains) at all which i need.
should i switch? do you have similiar experience in switch helpdesk?
I am in a dilemma of whether to switch our support helpdesk from kayako esupport to ceberus.
http://www.kayako.com
http://www.cerberusweb.com
The main reasons for switch are:
1. we want one single admin for various products and brand names.
2. kayako esupport is not 100% open source, we cannot change to suit our needs
3. kayako esupport support is really bad. They almost never reply me for weeks until i express my unhappiness towards their attitude. Cerberus, on the other hand, seems have good support.
4. kayako esupport are too slow in releasing new versions and can never meet the date of release they said. esupport 3.0 , was told by them to be released last year (Oct?) and still haven't been released
the main reasons for not switching are
1. our staff are more accustom to current system. we have a lot of tickets per day (~100) if switch, need time and effort to get familiar to new system.
2. ceberus really looks confusing and difficult in admin area, compared to esupport. esupport is very clean and easy to use but i have gave my staff to try the new system but seems that they find it difficult to find even the most frequently used function.
3. there is no ticket link in the email to customer which they are very accustom to.
4. there is no HTML email support in ceberus.
5. esupport 3.0 SEEMS hopefully to be released in MARCH (finally!) , but as they have really bad record in release date, i doubt ...-_- ...so don't know if i should wait or not. moreover, i don't know if there will be multiple domains suport (that is one single admin for all the domains) at all which i need.
should i switch? do you have similiar experience in switch helpdesk?