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View Full Version : Help desk software?
demonmoo 03-10-2006, 03:49 PM | Whats your favourite help desk software, and why? |
cs2008 03-10-2006, 04:31 PM Search the forum this has been asked a thousand times :smash: |
Ariel74 03-10-2006, 04:38 PM | SupportTrio. It works out of the box, and if you need help, the support is very good. |
nimonogi 03-10-2006, 07:05 PM Kayako sSupport, Nice and Easy to use. |
nimonogi 03-10-2006, 07:05 PM Kayako eSupport, Nice and Easy to use. |
camers 03-10-2006, 07:23 PM If you want to do some major skinning, forget SupportTrio. Go with Kayako.
SupportTrio are ACE in support, even gave us a refund because the software wasnt for us, bit browser buggy and all encoded in the areas we needed access too.
Kayako has been working like a champ ever since. |
Icetray 03-10-2006, 08:07 PM Kayako eSupport, Nice and Easy to use.
Yeah, I love this too. Highly suggested. |
LayerHosting 03-11-2006, 12:05 AM Cerberus or Intellodesk both are good. |
KnownHost-P 03-11-2006, 12:56 AM We've tested Cerberus, Kayako and RT for quite some time and finally selected Cerberus |
ActiveForce 03-11-2006, 01:04 AM
Sohan 03-11-2006, 06:11 AM Kayako for me too. Owned licence for supportsuite and additional domains ;) |
tickedon 03-11-2006, 06:48 AM Cerberus Helpdesk (www.cerberusweb.com) is what I'd recommend. Viewable source PHP (none of this encrypted file stuff) and a great price - $350, or, pay for it in 12 monthly installments if you need to spread the cost. There's even a fully featured free version limited to a single email address if that's all you need :)
Some people are put off by the admin gui, don't be - it's not designed to be pretty, it's designed to make supporting your clients as quick and simple as possible. |
BPrintz 03-11-2006, 07:03 AM All of the products mentioned have free demos (somewhere between 7-30 days). I suggest you find the say top 3 you are intersted in and request a trial and install them. Use them all for the trial period and see what you feel the most comfortable with. We can all offer you our preferences, but in the end only you know what you truly want. Testing the software will let you see the pro's and the cons of these softwares first hand! |
Swizi 03-11-2006, 07:08 AM I use ModernBill's in-built ticketing system for clients. Email is for non-clients. |
Sohan 03-11-2006, 08:41 AM
David 03-11-2006, 10:45 AM Kayako all the way.
Intellodesk -- not so bad.
Cerberus -- all right (but better than intellodesk).
The rest: meh!
There's a cool opensource one though... http://www.simpleticket.net/ -- something I'm considering taking and modifying a whole lot. :) |
sct4a 03-11-2006, 02:18 PM
ayksolutions 03-11-2006, 04:00 PM
dollar 03-12-2006, 04:26 PM If you guys haven't given Auracle a look, it seriously deserves one:
Http://www.AuracleSupport.com |
eGawish 03-12-2006, 04:33 PM Intellodisk is a good one, but i think kayoko supportsuit is the best out there.
Best regards,, |
DreamWareXp 03-12-2006, 07:40 PM I am with justadollarhostin. I am a long time user of whoiscart. And when Saeven same out with Auracle Support Engine i was floored on it features and price. There is no help desk out there that can touch features, security, function or anything at all. The desktop engine to run it is unreal. Plus when SilverStar comes out this year. They will seamless intergrate. I use to use Kayako but when i played with the free trial that Auracle has i was sold. You should check it out.
http://www.auraclesupport.com |
e-rangerx 03-15-2006, 04:06 PM AuracleSupport requires PHP5 and I don't think that there are a lot of hosting folks using PHP5 on their servers, are they? |
Vionec 03-15-2006, 04:29 PM
dollar 03-15-2006, 05:00 PM AuracleSupport requires PHP5 and I don't think that there are a lot of hosting folks using PHP5 on their servers, are they?
*note* also in reply to Vionec a bit
Cerberus unlimited domains 1 time payment: $600
Auracle unlimited domains 1 time payment: $125
Difference: $475
You can catch $70ish servers at Layeredtech all day long, fully managed VPS's from liquidweb (would be great for a helpdesk) for $60/mo, and you can get a great helpdesk VPS for even less than that elsewhere. Assuming that you went with a $70 server from LayeredTech, the savings would pay for almost 7 months of service on the machine, and give you the platform to offer php5 hosting ;) Don't count Auracle out just because of PHP5. In addition to that it is not that difficult to use a proxy based setup within your own machine to run two instances of Apache (one with php4, one with php5) and set which one is to be used either by file extension (.php5 for example) or by vhost.
If you can't tell already... I love my helpdesk |
AvailNetworks 03-16-2006, 09:00 PM aurtacle annoyed me when I got it. It looked like a nice piece of software but that desktop module is just silly. you need it for everything, so if you need to modify something on the go or change something at an internet cafe....good luck
I ended up with intellodesk and I like it so far, very easy to use and the parser is gimmick free and always works. Also it integrates with modernbill in about 8 seconds. I think I have gone through some 300+ tickets with intello and it is here to stay in my library of software |
dollar 03-16-2006, 09:05 PM aurtacle annoyed me when I got it. It looked like a nice piece of software but that desktop module is just silly. you need it for everything, so if you need to modify something on the go or change something at an internet cafe....good luck
I ended up with intellodesk and I like it so far, very easy to use and the parser is gimmick free and always works. Also it integrates with modernbill in about 8 seconds. I think I have gone through some 300+ tickets with intello and it is here to stay in my library of software
The desktop client is what I really love about Auracle ;) When a ticket comes by even if there isn't a web-browser in site or an e-mail client open I get a nice little sound and toast screen letting me know I have a ticket. The features in the desktop client go far and beyond those that I have found in different web-only based helpdesks, but as with everything there is a lot of personal opinion thrown in.
Not sure if you knew or not, but you can access tickets as well as reply to them etc... from the web-interface as well. |
AvailNetworks 03-16-2006, 09:09 PM yep I am saying for settings changing or anything like that. I don't like to feel like I have my hands tied if I need to make an "emergency" adjustment. and as far as ticket notifications I have the support team notified by email and a copy imaped to my phone and email notification as well. emails are checked in 1 minute intervals so I never miss anything. |
whatever 03-16-2006, 09:46 PM I like Intellodesk, we've got almost 5000 tickets in there now (4989 to be exact) and it runs very smooth. |
We have been using Helpdesk Ticket Resolved by http://www.dvrtechnologies.com/ for some time now The script has been solid and the support is top notch. Example tomorrow the tech is spending about an hour with us to help us with an upgrade because we had an issue , no extra charge , thats service. |
Mine is Kayako and esupport which is the best. |
Sohan 03-18-2006, 06:15 AM Mine is Kayako and esupport which is the best. Yeh, owned licence for support suite is great. |
HostForAsia 03-19-2006, 03:13 AM no 1 talk about perldesk these days? |
My choice is ASE – Auracle Support Engine (auraclesupport.com).
The best I've ever used. |
zcbeach 03-21-2006, 10:06 PM We use Cerberus. It is very simple to install and is easily configured. We had it up and running within 20 minutes. I started out with Cerberus on another server with another domain, using the free version. If you've got only one email address, you can't go wrong with it.
The price is right too - after 12 lease payments, you own the software. |
d_oli 03-22-2006, 06:39 AM is there any Help desk software that provide remote control of the clients computer?
It is more remote suport like inquiero.com. |
GiorgioG 03-22-2006, 07:46 AM We use HelpSpot, a relative newcomer to the Help Desk software market. Check it out a http://www.userscape.com/products/helpspot/
What we like the most about it is that it's easy to use and lets us add custom fields to the ticket submission form.
-Giorgio |
kasra 03-22-2006, 07:55 AM ASE all the way
Auracle Support Engine (http://auraclesupport.com)
I give Auracle Support Engine (http://auraclesupport.com) 10 out of 10 for its :
- Professional Technology
- People behind it
- Design
- Ease of use
- Security
- Easy installation
- features: The most complete Support Desk I've ever seen.
- I love it for its loads of AJAX uses.
Kasra :) |
DreamWareXp 05-03-2006, 09:20 PM AuracleSupport requires PHP5 and I don't think that there are a lot of hosting folks using PHP5 on their servers, are they?
yea i think so. I run a few myself :) |
I use Cerberus, becuase it's free, fast, and pretty easy to use (especially now with 3.0). I have considered upgrading, however I don't need to yet. On another site I was affiliated with we ran Deskpro, but it was pretty bad. I think the closest second to cerberus would be kayako (which I have tried a few demos of). Kayako is pretty good, and its front end is MUCH better than Cerberus. |
ayksolutions 05-03-2006, 09:39 PM I just checked out Auracle and it does look good, but two things against it:
1. It's not free.
2. You need to have php5 for it.
I am not cheap and am willing to spend money on a good piece of software, however, with Cerberus being 100% free, you can't go wrong there. I do agree that Cerberus is not the most pleasing to the eye but it does the job.
The 3.0, however, was a real blow in my opinion. I haven't tested it yet, but just by the demo of it, I was not impressed. Sticking with my v2.7 for now. |
Chadha 05-04-2006, 05:42 AM There are various options like Cerberus, Kayako, SupportTrio and there are lot many others on the internet. It depends on what features you need and how much $$$ you are willing to spend. Almost every helpdesk vendor is trying to deliver the best features & support to the customers these days.
Have you had a look at Auracle on auracle.com. I have not tried it but it seems to be very promising. |
DreamWareXp 05-04-2006, 10:12 AM There are various options like Cerberus, Kayako, SupportTrio and there are lot many others on the internet. It depends on what features you need and how much $$$ you are willing to spend. Almost every helpdesk vendor is trying to deliver the best features & support to the customers these days.
Have you had a look at Auracle on auracle.com. I have not tried it but it seems to be very promising.
he he typo auraclesupport.com |
Sohan 05-04-2006, 10:42 AM We use Cerberus. It is very simple to install and is easily configured. We had it up and running within 20 minutes. I started out with Cerberus on another server with another domain, using the free version. If you've got only one email address, you can't go wrong with it.
The price is right too - after 12 lease payments, you own the software. It's not easy to setup.
Also there is no live support.
Kayako is the way forward. Very simple setup, and you get live chat with it. (Looks nicer too :) )
P.S For that guy who needed PHP 5 hosting, look at http://www.dreamware-xp.com (http://www.dreamware-xp.net/)
The Kayako support is going to be awsome as well now. I spoke to varun on msn, and he showed me some of the equipment for the new office. It looks amazing :) |
Jortex 05-04-2006, 11:11 AM It's not easy to setup.
Also there is no live support.
Kayako is the way forward. Very simple setup, and you get live chat with it. (Looks nicer too :) )
Id have to disagree, cerberus has been the easiest to setup for me by miles.
Sure it may not be the prettiest but neither is kayako and the fact is all of them can be redesigned to suit your needs if you have the relevant knowledge and/or experience.
For those considering kayako id also suggest doing a search on here, google and kayako forums for issues with there payments and billing, from what i recall there has been quite a few though that might have improved by now.
For the OP, try them all, as previously mentioned most if not all of them come with time limited demos. |
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