I was hoping to get on opinions from Cerberus Helpdesk users about their Support Center configuration.
When a user/client opens a ticket, do you require them to login to the system first. If not then, anyone who visits the page can submit a trouble ticket. I was wondering if I should enable or disable this feature.
The issue doesn't involve replies to customers or anything from the helpdesk. Here's the gist of it:
Right now the tool is centered around e-mail response management -- where you can send out e-mail from multiple places (mailing lists, forums, CRM systems, billing systems, etc.) and have the helpdesk catch mail from everywhere to handle responses in a central place.
Every once in a while we'll get a few people who want to use Cerberus Helpdesk a complete business e-mail hub -- sending outgoing mail (not tickets) from the helpdesk. Transforming it into more of a webmail/groupmail system.
The middle ground is allowing tickets to be created that don't send the ticket ID in the subject line (therefore *looking* like a ticket, rather than an e-mail). That's what we're working on.
Hope that helps!
Jeff Standen, Chief of R&D, WebGroup Media LLC. - LinkedIn Cerb is a fast and flexible web-based platform for business collaboration and automation. http://www.cerbweb.com/
I am struggling to get the parser setup and functional. Here is what I did so far.
Afternoon everyone! I am trying to get Cerberus Parser working but I am stuck and was hoping someone could offer a little advice to get me rolling..
I created an a directory via FTP
I then uploaded the parser files into that directory via FTP.
I then logged in vis SSH2 as root and tried to run
I have noticed that you are asking alot of questions about cerberus helpdesk. I am a cerberus user myself and with all due respect, I think you will find the solutions to the issues you are having at the cerberus website which hosts their own support forum. If you can't find your answers in the forums then you can always contact the support team and they will get you going. Just a suggestion.
I'd like to pop in and put my two cents towards Cerberus if you are wondering whether or not you should use their helpdesk software. I have yet to find a better helpdesk system IHMO Give their free version a try (everything the paid version has save you can only use one e-mail address such as [email protected]). Amazing piece of software.