I'm looking for a good helpdesk solution. Please post urls and names of what you recommend along with why. Please don't post perldesk as I'm looking for solutions for over 2,000 customers and perldesk doesn't cut it.

I have more than 2000 user in my perldesk and it worked fine for me tell now.

Hello,

You should checkout Inverseflow's helpdesk solutions. You can view a demo and other information here: http://www.inverseflow.com/products/helpdesk/index.php

We are getting ready to switch to that from our current helpdesk.

Andrew

I just took a look at that. I need one that lets you have users login and logout. inverse looks clunky. The best of come up with so far is deskpro, while the interface is ugly it offers many features and can easily be customized. I'm thinking of going with it. What do you think?

What do you mean by Clunky?

I was taking a look at inverseflow as they had an ad on WHT(as said above by Refsoft). They have a 25% discount coupon, don’t remember what the code was, but if you refresh the page enough, Im sure the ad will pop up again. ;)

Looks like a great support solutions from screen pics, demos and documentation.

Good luck on your quest for the perfect support desk.

First off is there anyway to set inverseflow to require user login? Can customers create accounts? I tried out your desk, I don't see anything that says I can have this feature. I want users to login to the helpdesk, then they can see their tickets ect. It goes against everything I know about human interface guidlines to have to different pages one to check status and another to create tickets.

my other question that is a huge deal that NO ticket company ever lists is does it remember what page I'm on? Say that I'm on page 5 of my tickets and I click a ticket and add something to it. Now how do I go back to the list mode? More specifically will it remember that I was on page 5? or will I start back at page one of tickets?

Does inverse flow have an easy way to create new fields? Say I want to have a field for every single ticket called "Customer Mood" can I make it a pull down? a text field? both? or just a text field? Will it render HTML?

Can I block IPs? More specific controls for email? For example support@me.com gets spam that I don't want in the desk and would like to block to help keep the level of messages I have to delete down.

How easy is it to customize the interface? I want it to look professional and with a GUI that customers can understand with ease? Is it template based? How do I do my editing?

Does Inverse flow let me change the view? It doesn't appear for example if I have 5 pages of tickets can I list them by date? switch to sorted by ticket id? Or how about the alphabetized subject line?

Is there an easy way to post announcements helpdeskwide right about the submit new ticket window? For example if we have a system wide email outage I want customers to read about it when the go to submit a ticket, so that they don't submit a ticket that we already are working on..

And can i completely disable the "priority option" that's just as bad as priority in email messages. Of course they are important, the customer shouldn't decide for me, I can decide by getting to the tickets lol.

Originally posted by inkhead
I just took a look at that. I need one that lets you have users login and logout. inverse looks clunky. The best of come up with so far is deskpro, while the interface is ugly it offers many features and can easily be customized. I'm thinking of going with it. What do you think?

You can customize the entire look if you want, not that hard, as it's template driven. Deskpro 2, to be out sometime soon, looks like it will be a great improvement. Deskpro is solid, handling 1000's of users no problem.

- John C.

Those are good questions, inkhead. I'd also like to know their answers.

Originally posted by inkhead
First off is there anyway to set inverseflow to require user login? Can customers create accounts? I tried out your desk, I don't see anything that says I can have this feature. I want users to login to the helpdesk, then they can see their tickets ect. It goes against everything I know about human interface guidlines to have to different pages one to check status and another to create tickets.


Once someone posts a ticket, it creates a login for them to use to view their tickets. There are no ways to create accounts before posting a ticket. To check status on a ticket and reply to it, is on the same page. Creating a new ticket requires them to go to the create ticket page.


my other question that is a huge deal that NO ticket company ever lists is does it remember what page I'm on? Say that I'm on page 5 of my tickets and I click a ticket and add something to it. Now how do I go back to the list mode? More specifically will it remember that I was on page 5? or will I start back at page one of tickets?


You will end up back at page one, but now that you mention it I can add it to the roster of features add.


Does inverse flow have an easy way to create new fields? Say I want to have a field for every single ticket called "Customer Mood" can I make it a pull down? a text field? both? or just a text field? Will it render HTML?


You can create custom files. They will be text boxes, but you can select if they are required or not required to be used.


Can I block IPs? More specific controls for email? For example support@me.com gets spam that I don't want in the desk and would like to block to help keep the level of messages I have to delete down.


You select which E-mail addreses it uses. It cannot block IPs, though.


How easy is it to customize the interface? I want it to look professional and with a GUI that customers can understand with ease? Is it template based? How do I do my editing?


Interface customization is very easy. You just go through the customize form template feature in the help desk administrtion. It is template based, editing can be done in several ways. From custom template to just changing the color of the default template.


Does Inverse flow let me change the view? It doesn't appear for example if I have 5 pages of tickets can I list them by date? switch to sorted by ticket id? Or how about the alphabetized subject line?


Yes, you can. Goto the browse tickets page, at the top of the page there is a variety of search and reordering options.


Is there an easy way to post announcements helpdeskwide right about the submit new ticket window? For example if we have a system wide email outage I want customers to read about it when the go to submit a ticket, so that they don't submit a ticket that we already are working on..


This is in the next version of the product, however not this current version.


And can i completely disable the "priority option" that's just as bad as priority in email messages. Of course they are important, the customer shouldn't decide for me, I can decide by getting to the tickets lol.


Well, you can always edit the priority, but it is helpful to be able to organize tickets by a priority.

Hi,
Please direct all suggestions regarding a particular software directly to the makers. Also, please contact the members via email to discuss improvements in your program. Please keep those discussions off the forum.

What? Why the hell should I? That's pretty low considering you have a helpdesk to sell yourself. I think you should question your own motives for asking me to move it off the forum.

I'm not violating any rules I asked some questions for features I'm looking for in a helpdesk. Kunal answer them about your helpdesk as well I'm more than happy to listen.

The remembering of the page I was on and the spam thing are a must.

JohnCrowley, you use deskpro right? Do you know if it remembers the page you were on or what of those features I listed it supporst? Thank you.

Thanks Refsoft for providing answers to inkhead's questions. They were very informative! Your product looks very good.

If you have any other questions, you can email either Dan at dan@inverseflow.com or myself at john@inverseflow.com

Inverseflow, isn't this a rip off Kayako Software?

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

And pricing $264.96 ?! god, com on, Kayako is way better than that, and with its upcoming Knowledgebase upgrade, it will look like:

http://support.eryxma.com

So, I will go with Kayako hands down. Though not sure why you 2 are too similar.

Originally posted by HostInspect
Inverseflow, isn't this a rip off Kayako Software?

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

And pricing $264.96 ?! god, com on, Kayako is way better than that, and with its upcoming Knowledgebase upgrade, it will look like:

http://support.eryxma.com

So, I will go with Kayako hands down. Though not sure why you 2 are too similar.

InverseFlow is by far not a Kayako rip off. If you take a moment to
review the facts and look at the software, you will see that it is far
from a rip of.

Second, it costs LESS than Kayako. Kayako costs $199.99 + a
yearly fee (which ads up to more than $264.96.) And for that you
don't even own the software. Kayako, to own, cost $349 or so.

We receive 3-5 refugees from Kayako a week, we must be doing
something right.

Dan

Originally posted by inkhead
What? Why the hell should I? That's pretty low considering you have a helpdesk to sell yourself. I think you should question your own motives for asking me to move it off the forum.

I'm not violating any rules I asked some questions for features I'm looking for in a helpdesk. Kunal answer them about your helpdesk as well I'm more than happy to listen.

The remembering of the page I was on and the spam thing are a must.

JohnCrowley, you use deskpro right? Do you know if it remembers the page you were on or what of those features I listed it supporst? Thank you.

from the rules : Participants may not solicit the membership for feedback or suggestions on their product or services.

i have no hidden motive to what i said.. my original reply was in reference to the support desk being discussed asking you for feedback and you replying to him.

kunal

Then there is:

"Participants may only discuss details about their company and/or product offerings when the thread starter or poster has made direct reference to their company and stated something untrue or misleading or something which clearly needs clarifying, the response must be in direct reference to the point discussed only and contain no added promotional information and/or fluff. It is advisable when in the above scenario to contact us first."

I don't know. Kinda iffy.

Originally posted by SoftWareRevue
Then there is:

"Participants may only discuss details about their company and/or product offerings when the thread starter or poster has made direct reference to their company and stated something untrue or misleading or something which clearly needs clarifying, the response must be in direct reference to the point discussed only and contain no added promotional information and/or fluff. It is advisable when in the above scenario to contact us first."

I don't know. Kinda iffy.


true, but here, Refsoft has asked for reasons behind what inkhead posted.. Refsoft is not clarifying anything. he is asking for reasons for inkheads post.

kunal

Given the nature of the subject of this thread, I think the poster has, by association, automatically brought all relevant products into the thread, whether explicitly named or not.

Discussing specifics of a particular product seems potentially highly relevant, and of assistance in helping lead to a conclusion with respect to the best software, whilst acknowledging that the best for one person may not be the best for another.

If a thread was titled "Helpdesk vendors - how much do your products cost?", a literal interpretation of the forum rule stated earlier would appear to preclude any answers due to the quoting of a price by a vendor being a discussion of a product detail, and for a product where no direct reference was made - other than by association - in the subject.

Some leway in the interpretation of the current rule seems therefore justified, provided that a thread is not turned into a support session for an arbitrary product nor a blatant marketing exercise, and deviating away from the original subject.

For the love of something *$*#. I asked a question, I wasn't trying to start business, help competitors or anything. I had a ligitiment question about web hosting and what other hosters thought. It was very helpful either way and I'm not sorry I asked, if it violates the rules they're just going to have to take me out back and shoot me. :mad: :mad:

You guys constantly quoting the rules for trivial things like this are just plain silly. C'mon already! You can quote the rules if someone actually does not follow the rules ... not someone who is explaining their product.

I think the rules need to change. WHT needs to loosen the rules, because this is just outragious. Everytime someone explains their services compared to others ... it is against the RULES?!?!?

Yes, I do use Deskpro for our ticket system :)

Originally posted by inkhead
First off is there anyway to set inverseflow to require user login? Can customers create accounts? I tried out your desk, I don't see anything that says I can have this feature. I want users to login to the helpdesk, then they can see their tickets ect. It goes against everything I know about human interface guidlines to have to different pages one to check status and another to create tickets.

Yes, Deskpro does allow this

my other question that is a huge deal that NO ticket company ever lists is does it remember what page I'm on? Say that I'm on page 5 of my tickets and I click a ticket and add something to it. Now how do I go back to the list mode? More specifically will it remember that I was on page 5? or will I start back at page one of tickets?
Hmmm, not sure if it will work that way, ie remembering where you left off...I'll check with ours and let you know.

Does inverse flow have an easy way to create new fields? Say I want to have a field for every single ticket called "Customer Mood" can I make it a pull down? a text field? both? or just a text field? Will it render HTML?
All completely customizable in Deskpro.

Can I block IPs? More specific controls for email? For example support@me.com gets spam that I don't want in the desk and would like to block to help keep the level of messages I have to delete down.
Yes, you can ban email addresses from emailing the desk. Per IP banning, simple .htaccess deny should work :)

How easy is it to customize the interface? I want it to look professional and with a GUI that customers can understand with ease? Is it template based? How do I do my editing?
Template based with high level of control and customization allowed.

Does Inverse flow let me change the view? It doesn't appear for example if I have 5 pages of tickets can I list them by date? switch to sorted by ticket id? Or how about the alphabetized subject line?
You can sort by category, subject, date, etc... in DeskPro.

Is there an easy way to post announcements helpdeskwide right about the submit new ticket window? For example if we have a system wide email outage I want customers to read about it when the go to submit a ticket, so that they don't submit a ticket that we already are working on..
There is an announcement system in Deskpro.

And can i completely disable the "priority option" that's just as bad as priority in email messages. Of course they are important, the customer shouldn't decide for me, I can decide by getting to the tickets lol.
Yes, you can turn on and off each field, make them hidden, only viewable by techs, etc...

I hope this helps clear things up for Deskpro. They should be coming out with version 2 soon, which will be quite an improvement from what I have seen so far.

- John C.

Originally posted by inkhead
... if it violates the rules they're just going to have to take me out back and shoot me. :mad: :mad:
I don't think most of Kunal's post was directed at you Inkhead. While I personally don't see what was the problem of the thread, Kunal seems to be simply asking for specific discussion about the software to take place off-board. Let's just continue the thread...

I have used this one and love it... Website Supporter... http://www.cgiadmin.com/scripts/ws/

we actually started using a free one

http://helpdesk.oneorzero.com/

and it comes with helpdesk and built in knowledge base

i have started to adapt it to our support needs

http://helpdesk.global-ns.com/

phpsupportdesk.com, it's great :D

Can't wait for the new version!

doesn't have enough features for me, and their demo is always down or gives mySQL errors. Everytime I've been to their site in the last six months it was one mySQL error after another, while it may work great for you I'm not going to trust 2,000 + tickets to something like that.