Hello guys, I need a PHP + MySQL Support Tickets script, can you point me to the best?

I mean, best commercial? best free?

Thanks!

I don't know any free ones, but for commercial Kayako and Cerberus are the best. Recently looking into Cerberus a bit more, it's a lot more advanced than Kayako is. I use Cerberus now, and you should too.

Edit: I noticed you have cerberus already. On your site, when I click Support it takes me to the Agent GUI. You need to install a public GUI so they can submit tickets online, rarther than emailing you.

Ya I like Cerberus and I'm trying it with the free one e-mail licence. It's awesome, and I'm planning to buy it :)

Getting ahold of sales in either kayako or cerberus is just impossible.These guys refuse to answer anything at all in a timely fashion, which , is just a poor business model for anyone.
Example 1:
I purchased cerberus a few months back (monthly option). Because of this, I needed a live messenger client that would integrate with it. Since they claim to have one available, I sent a mail to sales within a few days of purchase. STILL haven't heard from this.

So, I sent an email again last week back requesting a new "free" license key. Did they respond? Of course, no, nothing was responded.

Example 2:
Fed up with the lack of response from Cerberusweb, I ordered Kayako's leased support suite on Friday afternoon. They've charged the card, but STILL haven't gotten back with me, or had the order validated. Over 2 and a half days AFTER taking the money from my card, they can't be bothered with details such as validating my order? Talk about complete and total fraud!

I'm in the same boat here, sadly, needing something like eSupport suite, but can't, for the life of me figure out what other alternatives there are.

Have you tried the free ones listed on HotScripts.com?

Plus, depends on how complex you like things. Im making my own billing panel, and this has my support center in it. Just as simple as open and close a ticket. E-mail a customer and support staff on replys, new tickets etc.

If you don't want to pay a monthly subscription, you could always get a custom one built..

Have you tried the free ones listed on HotScripts.com?

Actually yeah I've looked at 'em
Problem is really twofold:
A> Very few of them have live chat / support system integrated together (what I'm looking for)
B> Very few of THOSE have an integration with AWBS , which is kind of important as I don't want customers to end up having to re-register for everything.

Cerberus got better feature. Me trying now

We went through several freebie and commercial systems over the years, including Cerberus (which drove me absolutely batty), and have finally after many years found a package we all like -- SupportTrio (http://www.activecampaign.com/supporttrio).

It does not have every feature under the sun -- it is not bloated. It has many convenience features and robust functionality (like requiring a user account to open a ticket -- or not, searching through your FAQs to suggest answers before opening the ticket -- or not! :)) and is very customizable.

The developers are very responsive to support issues. I always have gotten a response within minutes, although admittedly I have only had a need to contact them a couple of times. :) The system is so easy to install and use, and it works...

There are a few features that it needs and are missing. It doesn't have a "hold" queue, and the customer cannot re-open their own tickets. :( These have been suggested to the developers for the next version & it sounds like they are coding them in. They are also building the SMARTY template system in so we can skin the desk more. Right now the customizability of fonts is pretty limited. But these are just a couple of small things that pale in comparison to everything the desk does do beautifully. It has a very robust feature set and it works smoothly.

And it doesn't break when PHP is upgraded? :) I thought that was pretty funny. :)

:) Bailey

Been using Kayako Support Suite for a while and well for us it's the best out there. Having a windows app that controls all of the support system is just awesome

Been using Kayako Support Suite for a while and well for us it's the best out there. Having a windows app that controls all of the support system is just awesome
I know , that's what turned me onto it in the first place, chat, support ALL controlled by an app in the system tray, such a nice little setup there.
Their only fallback that I can see right now? They don't provide realistic support. Took almost 3 days to get my account activated. 3 days after they'd charged my card mind you.

Nevertheless, it's an installed thing and it looks verrrry nice, can't wait to fully test it out ;)

I know , that's what turned me onto it in the first place, chat, support ALL controlled by an app in the system tray, such a nice little setup there.
Their only fallback that I can see right now? They don't provide realistic support. Took almost 3 days to get my account activated. 3 days after they'd charged my card mind you.

Nevertheless, it's an installed thing and it looks verrrry nice, can't wait to fully test it out ;)
Looks like your site is made by cerberus.

Yeah their support isn't the fastest but generally they provide an excellent response when they do respond.

As for the program itself I think it's awesome and looks great out of the box and isn't very hard to setup or anything.

Try Cerberus' Live Help. Its both free & paid.

Kayako's live help would be good if you are looking for a paid solution. Even WHT uses Kayako.

Best paid service: kayako
Best free service : cerebrus

Free: http://www.support-logic.com/
Paid: You've got to be kidding.

As far as free (as in freedom) helpdesks go I like Support-Logic due to its interface and how easy it is to work with. Any integration needed is just a matter of coding it yourself. ;)

As far as paid helpdesks go I can't find one that is acceptable for the price.

I really like SupportTrio, they do some ads on WHT occasionally. For $20 a month you can't beat it...

By the way I have had a favourable experiences with Cerberus and Kayako and have licenses with both. Contrary to what has been said above, they provide good support and reply within an hour two (Kayako is generally faster).

Contrary to what has been said above, they provide good support and reply within an hour two (Kayako is generally faster).

And that is incorrect. Sorry, but it is.
Case A:
I ordered Kayako Friday afternoon. Because of their validation and whatnot, I didn't get it validated until (you guessed it) MONDAY afternoon. Support tickets have been unanswered since then. I've launched one ticket which got no response, and ultimately ended up finding my own answer through trial and error.

Case B:
I've had a sales ticket open with Cerberus since JULY! Response? none, whatsoever.

Case C:
I opened a cancellation/billing ticket with Cerberus Monday afternoon. Response? Yeah, right, they haven't responded yet.

Doubt me? go for it, but you can't doubt the facts, and the proven customer (http://forums.kayako.com/showthread.php?p=26232#post26232) testimonials (http://forums.kayako.com/showthread.php?p=26202#post26202).

It's sad that these guys are so slow, but that is just how they decided to do things.

And that is incorrect. Sorry, but it is.
Case A:
I ordered Kayako Friday afternoon. Because of their validation and whatnot, I didn't get it validated until (you guessed it) MONDAY afternoon. Support tickets have been unanswered since then. I've launched one ticket which got no response, and ultimately ended up finding my own answer through trial and error.

Case B:
I've had a sales ticket open with Cerberus since JULY! Response? none, whatsoever.

Case C:
I opened a cancellation/billing ticket with Cerberus Monday afternoon. Response? Yeah, right, they haven't responded yet.

Doubt me? go for it, but you can't doubt the facts, and the proven customer (http://forums.kayako.com/showthread.php?p=26232#post26232) testimonials (http://forums.kayako.com/showthread.php?p=26202#post26202).

It's sad that these guys are so slow, but that is just how they decided to do things.

I beg to differ, I contacted Kayako today and received a responce in 33 minutes. A follow-up to this took them 17 minutes to respond to. In regards to Cerberus, I have had many good experiences with them.

I doubt that it is luck that I have received good service, you may just have had your tickets lost everytime.

Cerberus? I'm using it.

Interesting, linux-tech. Our experience with Cerberus recently has been quite the opposite. Support from staff has been fast, and thorough.
Regarding the multiple login issue, you can build a plugin for using the awbs login so they only need one login. There are several created already for phpbb, vB, and others. The forum holds a lot of information on doing it as well.
Their Live Support Module has been dropped I believe. We just ended up integrating a module for a different live chat script that requires being logged in to Cerberus to access it, among other custom modules, some requiring being logged in, some not.
Cerberus is pretty flexible, and a lot can be done with it. It's too bad you're having a bad experience, it would leave a sour taste in my mouth as well.
Have you posted on the forums? Usually it's pretty quick, although a support ticket SHOULD be faster....even though it hasn't been for you.

Currently I am using Kayako due to the ability to integrate with ModernBill.

you can build a plugin for using the awbs login

Actually, I did, following their instructions. The problem is that it didn't work, well, at least fully. I got tired of trying to tweak something that I never should have to, so I went back to the other way.

As far as sales/etc, all they had to do was say they don't support/sell it any more. HOWEVER, they've still got it listed as a product, and won't answer mails regarding it (I've got one open since July, like I said).

I originally picked it up because of the MajorCRM promised release, but they failed miserably there. No release, months later, not even a public beta yet. MajorCRM would have been great, but whoever's developing stuf over there is just waaaay too slow.

Not that Kayako isn't slow as well, but they're clearly leading the development side of things, providing what I need (chat/support/helpdesk/kb/etc integrated into one). They also pretty much own the integration side of things as well, not requiring users to develop their product for them. Good idea there ;)

I may have to revisit Kayako. I agree that's it a pain having to integrate, or attempt to, something that should have worked/been included out of the box. Fortunately we have it working, but I will always keep my options open for future projects. Perhaps we just got lucky with the timing of our problems and support responses.

I have always felt a touch competition between Cerberus and Kayako --- both are awesome ...

But still when it comes to give my vote ... I will prefer Cerberus .. both free and paid versions are the best that we have used so far ..

I have heard good reviews about kayako, you could also try perldesk , i guess it's free

Perldesk is not free ...

PerlDesk Small Business : $99.95 USD

PerlDesk Enterprise License : $1500 USD

These days it is available in Fantastico on cpanel servers, but a note comes attached as follows :

"Purchase a license
(A license is required for all installs - commercial and non-commercial.)
Fantastico De Luxe can install PerlDesk, ONLY if you have purchased your license here:
http://www.logicnow.com/fantastico/index.html
A 10% discount is granted on all orders. "

Another solution would be Site Panel 3. (http://www.sitepanel3.com)

Cerberus. If you are dealing with a large ticket load, Cerberus offers more streamlined ticket management, IMHO

thanks for the information, nice

SupportTrio is the best for my business, it costs $17.95 per month for the lite edition and $24.95 for the non-restricted edition. The difference between the two is how many support staff you can have.

I'd like to recomend Cerberus!The free version is much enough to grow up!

Cheers,
Beruska

I have researced many of them..... the best commercial is DeskPro http://www.deskpro.com
it will even create the account for you in the event you do not have one from your email message (in case you do not want your users create their accounts manually) they basically drop you an email message and wt will create the account along with a ticket. very powerful..... not expensive

Site Panel 3 can do the same thing for about 100$ less than the cheapest version of DeskPro.

Another option similar to SitePanel is http://www.dvrtechnologies.com.

Propanelsystems also has a new system that looks very promising and the price is middle of the road. A more expensive option is h2desk that I have seen a few hosts on WHT use.

Looks like your site is made by cerberus.
Yep. His site is modeled directly on the Blue theme included in Cerberus' Public-GUI. He even put the cerberus theme on the Kayako install.

Simon

That me just say i have both of them and IMO their support SUCKS!!

I have had a ticket in with cererus for 2 months they responded once then nothing problem still there.

Kayako broke on a PHP upgrade and they just blow you off instead of trying to help you. (Oh that's not our problem)

I have had a ticket in with cererus for 2 months they responded once then nothing problem still there.
What is the problem you're having? I am not saying lack of response is good, but if you post it on their forum you'll likely get a resolution to your issue very quickly.

Simon

What is the problem you're having? I am not saying lack of response is good, but if you post it on their forum you'll likely get a resolution to your issue very quickly.

Simon

Simon,

I did that and still no real help.
The problem is Monderbill intergration.

I will be going back to Kayako as i own that one, why make payments on the one that won't work.

I use, Sitepanel3. Very good program. and its pretty cheap aswell. For the whole script is cost you £55. :)

Kayako broke on a PHP upgrade and they just blow you off instead of trying to help you. (Oh that's not our problem)
A lot of things "broke" after the last php release, and it is php's fault, not your software supplier, open sores coders or anyone else. php said they'd have a fix in a week, and that was a month ago.

A lot of things "broke" after the last php release, and it is php's fault, not your software supplier, open sores coders or anyone else. php said they'd have a fix in a week, and that was a month ago.

Agreed but it was their attitude i did not care for.