I have a few sites that use support tickets, which are separate businesses. The goal is to have each site have its own frontend for tickets. In the backend they are all going to one central ticket system and being filtered by the product/business.

Can cerberus do this? I thought I saw something about it but I want to be sure.

I know Kayako can do this with the Satellite Desks. I would recommend contacting Hiren Mehta from www.supportskins.com for more information.

Thanks Daryl,
Yes it is possible to set this in Kayako provided you set it up correctly.

Regards,

Hiren Mehta

...provided you set it up correctly.


Very interested! How does this get set up correctly?

Thanks
Eric

Alot depends on your company requirements. According to these requirements a feasible solution can be designed and hence implimented.

So this is not a feature, but rather a customization?

No this is not customization. It is proper implimentation :)

OK, great... so I ask again... how does one set this up correctly? Is there a place to go that will demonstrate how we can implement this? I think that is the sort of info the OP was looking for, and is certainly what I would love to know as well.

Many thanks
Eric

I have a few sites that use support tickets, which are separate businesses. The goal is to have each site have its own frontend for tickets. In the backend they are all going to one central ticket system and being filtered by the product/business.

Can cerberus do this? I thought I saw something about it but I want to be sure.
Yes, Cerberus can do this.

Hi Eric,
Please do not get me wrong, I am not trying to confuse you :) You can either impliment this using multiple email queues all assigned to the default template group or by creating satellite helpdesk for each of your sites. As I said, much depends on your requirements.

Regards,

Hiren Mehta

I think maybe this question would best be asked directly to Kayako, since it is their software.

This is funny. Ramprage is/was asking specifically for Cerberus and this thread became about Kayako eSupport... :eek:

Ramprage, I can also confirm Cerberus is able to do this. We have 4 domains/sites right now, handled by a single Cerberus HelpDesk installation, and it's very customizable. I believe this is one of the areas where Cerberus shines the most. :)

Regards,

I do agree. Cerberus managing Multiples GUIs it's the best. The kayako's satellite feature is poorly developed..I know it because I'm using it right now.

I think you need to pay extra for additional domain on Kayako.

But u can use any number of domains without paying extra with Cerberus.

I think you need to pay extra for additional domain on Kayako.

But u can use any number of domains without paying extra with Cerberus.
That is true, but if you use the satellite helpdesk feature in Kayako then you need not pay for additional domain as it wont be required.

Support Trio also handles this using satellite desks

I am not sure if Kayako does it or not... but Cerberus (and i think SupportTrio too) allows you to set which knowledge base articles show up on which helpdesk/satellite desk.

We use this with additional domains. Basically with kayako, if you take the time to completely edit each groups template, you can end up with a front end helpdesk & Email queues that completely seperate each brand.

We use 1 copy of Kayako with 2 domain addons and centralize our entire install on one domain.

We have total:
support.xsihosting.com
support.xanaduservers.com
www.hostfrog.com/support/

All of them centralize to the same back end, different front ends.