Hi Everyone!

I'm wondering -- what are the most requested features that hosting companies are looking for, for their help desk scripts?

Best wishes,

I wish my helpdesk had a feature to help me think of an reply to reply to this post ;).

Back to reality: Perldesk just about has everything, and besides that hmmmmmmmmmmmmmmmmmmmmmm mmmm perhaps a perldesk in php would be nice? :D

how about a helpdesk that "reads" the clients ticket and based on keywords directs them to relavent documentation. Then if those don't answer the question, a "real" ticket is created.

Originally posted by iKHost
how about a helpdesk that "reads" the clients ticket and based on keywords directs them to relavent documentation. Then if those don't answer the question, a "real" ticket is created.

We have something similar to that in our helpdesk. It is a keyword
trigger that sends out an auto-respond :)

Anything else?

Originally posted by Refsoft


We have something similar to that in our helpdesk. It is a keyword
trigger that sends out an auto-respond :)

Anything else?

what helpdesk software do you use, or rather is it available for purchase?

Originally posted by ChickenSteak
perhaps a perldesk in php would be nice? :D

Then it wouldn't be perldesk :D

I'm just kidding. I agree, if someone made a phpdesk comparable to perldesk, I'd definitely use it ;)

Originally posted by iKHost


what helpdesk software do you use, or rather is it available for purchase?

InverseFlow Help Desk www.inverseflow.com/products/helpdesk/index.php

Ok Dan I cant hold it now..

Firstly its a complete ripoff of *my* ideas.. I didnt mind that and wasnt gonna post on WHT about this but you have just crossed the line with the comparison chart.

http://inverseflow-support.ratestar.net/HelpDeskDemo/
www.kayako.com/demo

http://inverseflow-support.ratestar.net/HelpDeskDemo/ticketview.php
www.kayako.com/demo/view.php

http://inverseflow-support.ratestar.net/HelpDeskDemo/ticket.php?cmd=lost
www.kayako.com/demo/forgotkey.php

You once said that every other helpdesk has the same features, actually no. eSupport coined the usage of ticket based keys to allow practically no registration to end users and AFAIK no other helpdesk uses the same scheme untill now.

But that is not the reason I am posting all this.. its the comparison that is totally baseless and ignorant. You should atleast learn to do some research before posting something like that.

Robust Template: Yes No* No
eSupport has a robust template system and yes you can use CSS tags. Check out modernbill or 2checkout if you want to see it in works. And did I mention its multi language compatible? Did you know it supports if and other statements too?

Versatile Department Auto-Replies: Yes No No
What do you call Versatile? eSupport supports multi department auto replies.

Ticket Notification On/Off: Yes No No
eSupport has ticket notifications on almost anything, we call it Email Forwards. Hell it even allows you to take actions on ticket like closing them, opening them and what not by just emailing your department..

Customize CSS stylesheet: Yes No No
As I said above you can customize CSS stylesheet.

Customize Emails, Headers & Footers: Yes No+ No
Where in the world did you get that from? Not only can you customize simple header and footers but also change the actual emails.

Auto-Ticket Management: Yes No No
eSupport has that too

Advanced Knowledge-base System: Yes No^^ No
Your mentioning that it doesnt support sub categories and all is seriously a big mistake, check the demo.

POP3 E-mail Ticket Grabbing: Yes No No
Oh god, Dont tell me. It not only supports POP3 email grabbing but can use pipes (the most reliable) and also emulate the POP3 protocol using sockets.

24/7 E-mail Support: Yes Yes*^ Yes*^
Who in the world told you its business hours only.. My customers in here are the ones who will tell you that they receive replies at even 4 AM in the morning.

Free Updates: Yes++ No Yes (1 year)
And yes, we have free upgrades. That is what the members area is for.



What symbols mean:
* Cannot customize actual PHP source or customize CSS styles.
+ Cannot define emails, but only email header and footer.
^ Phone support is provided, but is limited and they may charge a fee for it.
*^ Business hours only.
++ Updates are provided for a period of 18 months after the initial order. After that, major updates (first digit version changes) are $49.95 each, and minor updates are free to $9.95 each.
^^ Supports *base* FAQ system. No categorization for customers, no sub categories. Lacks features when compared to InverseFlow.



I really tried hard to not post about this on this forum and I told you I wont but you just pissed me off with the ignorant comparison chart. :angry: :angry: :angry:

I'm not going to resort to flaming. You are upset that you have a
competitor with a strong product. I can understand that.

If there is something wrong with our chart that is not accurate, feel
free to contact me via E-mail, telephone or ICQ and let me know
one by one what is not accurate about it.

Unlike some competitors, I have wished and still do wish you the
best of luck with Kayako and eSupport.

I'm not going to resort to flaming. You are upset that you have a
competitor with a strong product. I can understand that.

What in this world makes you think of that? Do not assume things, get the facts. I guess you like to assume things, atleast thats what it seems from the way you got your comparison chart done. 0% Research 100% Assumptions.


If there is something wrong with our chart that is not accurate, feel
free to contact me via E-mail, telephone or ICQ and let me know
one by one what is not accurate about it.

Look above, I already said what was wrong with your chart.. its almost completely wrong..


Unlike some competitors, I have wished and still do wish you the
best of luck with Kayako and eSupport.

So nice of you, how do I thank you.. :eek:


Product ID: 8189-3
Starting @: $264.96
Works on: UNIX, WIN
Made in: PHP, MySQL



Cost: $264.96 $349.00 $699.00

Starting price mentioned is also incorrect, eSupport starts at $199.

Oh and do you want me to paste in the logs that show that you have the guts to come to me and say that you are actually copying features off eSupport? ;)

The price is correct:

$264.95 is the cost to buy InverseFlow Help Desk out right.
$349.00 is the cost to buy eSupport out right.

If you pay $199.00 you have to pay an annual license fee. We
don't bother charging for licenses, and only have one ordering
option.

I will have the comparison chart redone, with some better home
work done this time around if in fact the comparisons are
incorrect.

The best,

Product ID: 8189-3
Starting @: $264.96
Works on: UNIX, WIN
Made in: PHP, MySQL


You mention your price on your site as starting at... so you should mention the starting price of eSupport, regardless of the license it is the price one can pay to buy eSupport "outright".

These research-for-my-existing-product threads are worse than :spam:.

Booo!

Are they? I dont think so. Its misrepresentation of facts about my company and I personally dont like that :)

Originally posted by voltron
These research-for-my-existing-product threads are worse than :spam:.

Booo!

Companies are trying to produce a program to better your needs exactly how you want them too.. that is bad how?

Originally posted by voltron
These research-for-my-existing-product threads are worse than :spam:.

Booo!

The post was not an attempt at promotion, but rather an
attempt to get community feedback. I didn't even link our
product in my post.

Anyone have suggestions?

Inverse flow is just about a copy of esupport in every way. esupport invented their style of support system and there was nothing else out there like it.

I took a look at the insides of inverseflow a few days ago and it is basically the same as esupport except some of the images are changed and the colors. There is no way to have 2 programs almost exactly the same without having some sort of copying going on. Even when you compare perldesk and phpsupportdesk and other support desks that take that route you can see are inherantly different in their styles and the way they handle things.

I dont know if either companies have any presence in the United States, but if they did, i think it would be time to bust out the lawyers and make inverseflow prove they havent copied ideas (or source code for that matter).

Esupport has been awsome, the best support desk I have ever used. I am yet to find one error in it. Also the support has been second to none!

Hi,

I can assure you that there is no coping going on here. A similar
product because it is the same exact market. Source code for eSupport
is not even distributed.

Please do your homework before you make such accusations. A
blind and poorly researched accusation only makes you look bad.

Here is an idea that i want to see implemented.

When you are in PerlDesk - and you hit "respond" to a question- the question does not appear on the next page - sometimes i even forget about what i'm responding too....why not have any questions and add/ins on the 'respond' page?

I did do my research, my statement was based upon the fact that you have created a product that uses the exact same implementations from entering a ticket, to the admin system to the end user gui to the template system.

Originally posted by goodness0001
I did do my research, my statement was based upon the fact that you have created a product that uses the exact same implementations from entering a ticket, to the admin system to the end user gui to the template system.

No, you obviously did not do your research. Even Varun will agree
that we didn't copy his source code. Reason is obvious, source
code for eSupport is not even distributed. Nor has anyone from
dkAds Network ordered a copy of eSupport. We didn't copy eSupport,
or anyone for that matter.

Again, if you do your research (compare the code of both products)
you will see that they are obviously not stolen. You have no hard
evidence at all, yet continue to make accusations.

Originally posted by dherman76
Here is an idea that i want to see implemented.

When you are in PerlDesk - and you hit "respond" to a question- the question does not appear on the next page - sometimes i even forget about what i'm responding too....why not have any questions and add/ins on the 'respond' page?

Most helpdesks, *including eSupport and InverseFlow*, do this.

Originally posted by dherman76
When you are in PerlDesk - and you hit "respond" to a question- the question does not appear on the next page - sometimes i even forget about what i'm responding too....why not have any questions and add/ins on the 'respond' page?

That is the only reason why I chose not to use PerlDesk. The system I use lets me see the entire history of the ticket when I'm replying. When you can't see the original request it's way to easy to forget or miss one of the questions asked.

where did i ever mention source code? If you can find where i ever mentioned source code then you have a good arguement. Since i never dida assuming just makes an ass out of you not me.

Originally posted by Refsoft

The post was not an attempt at promotion, but rather an
attempt to get community feedback. I didn't even link our
product in my post.


Of course it wasn't. But when there's not one "Thanks for the suggestion!" but two "Our product such-and-such does this!" replies you'll have to make room for some cynicism.

Luckily most companies are not this subtle or this place would be overrun with "What features do you wish your <insert product here> had?" threads. What a bore.

Originally posted by goodness0001
where did i ever mention source code? If you can find where i ever mentioned source code then you have a good arguement. Since i never dida assuming just makes an ass out of you not me.

Quote below:

I dont know if either companies have any presence in the United States, but if they did, i think it would be time to bust out the lawyers and make inverseflow prove they havent copied ideas (or source code for that matter

Best wishes,

I for one use eSupport but am planning to switch to Inverseflow's helpdesk solution. I am looking forward to some of the things I hear that are going to be added to it in the future.

Andrew

Originally posted by Refsoft


Most helpdesks, *including eSupport and InverseFlow*, do this.

Gotcha :)

...if the features are added. Let's not forget that many companies hype how good something *will* be but never get round to it. Hostgui???

We use wonderdesk, it's great, reliable, easy to use and importantly it's robust to handle a lot of tickets.

The only thing letting it down is it's GUI but at the end of the day speed is more of a preference to me than pretty pictures and excessive functions.

I started at developing my own bespoke helpdesk but it's been put on hold for a bit.

What about a way to take the old tickets and dump them in from perldesk? So, if we use your program, the old tickets won't be lost?

Originally posted by dherman76
What about a way to take the old tickets and dump them in from perldesk? So, if we use your program, the old tickets won't be lost?

Not a bad idea, similar to what VB does with UBB message threads
and accounts... Right?

yep!