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  1. #1
    Join Date
    Aug 2004
    Posts
    1,461

    Looking for a help desk script for hosting businesses

    I am looking for a support desk script that can receive emails from a POP account and paste them into a ticket support system. Any recommendations ?

    I have been using PerlDesk but it is a nightmare. Even Windows 3.1 had less bugs.

  2. #2
    Join Date
    Dec 2004
    Location
    New York, NY
    Posts
    10,574
    Get the free version of Cerberus. It's limited to just one e-mail but , that's good enough for many.

    http://www.cerberusweb.com/free_version.php

    -GSV
    MediaLayer, LLC - www.medialayer.com Learn how we can make your website load faster, translating to better conversion rates for your business!
    The pioneers of optimized web hosting, featuring LiteSpeed Web Server & SSD Storage - Celebrating 10 Years in Business

  3. #3
    I highly recommend Kayako eSupport.
    Vertivo :: Affordable Web Hosting Packages and Reseller Plans
    We offer affordable and reliable Linux-based Reseller and Shared Hosting Plans. Accepted: All major Credit Cards and PayPal.

  4. #4
    Join Date
    Mar 2004
    Location
    Singapore
    Posts
    6,984
    I second Kayako, just started using, find the ease of usage for administrators and end users alike to be fantastic, 2 thumbs up!

  5. #5
    Join Date
    Aug 2004
    Posts
    1,461
    Is Kayako buggy ?

  6. #6
    Is Kayako buggy ?

    Nop, im using this for 18 months...great
    http://www.empresasdehosting.com
    THE WEB HOSTING INDEX IN SPANISH
    http://www.empresasdehosting.net
    THE WEB HOSTING DIRECTORY IN SPANISH

  7. #7
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by thomas.smith
    Is Kayako buggy ?
    Not to my knowledge. I've been using Kayako for my new business, and I love it. Nice layout, and works well. I'm happy.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  8. #8
    Join Date
    Apr 2005
    Location
    Canada... EH?!?
    Posts
    149
    I say cerberus... just set mine up with one email and support front and its AMAZING! If everything goes well will be buying full version in the future

  9. Ping!Zine had an article on this not too long ago - if I can find it, I'll post the link here.

    <<Signatures need to be setup in your profile>>
    Last edited by anon-e-mouse; 07-05-2005 at 10:04 PM.

  10. #10
    Join Date
    Dec 2004
    Location
    New York, NY
    Posts
    10,574
    Ahh.. I think that was written by Matt Lightner (CEO of Site5)

    -GSV
    MediaLayer, LLC - www.medialayer.com Learn how we can make your website load faster, translating to better conversion rates for your business!
    The pioneers of optimized web hosting, featuring LiteSpeed Web Server & SSD Storage - Celebrating 10 Years in Business

  11. #11
    Join Date
    Feb 2005
    Location
    Kalamazoo, MI
    Posts
    1,146
    thomas.smith,

    If your looking for an inexpense, feature packed, reliable support desk. I would use supporttrio. I have tried cerberus, Esupport, Supportrio, and many others and I do like supporttrio the best. We are in the process of updating our own site to integrate it into it. We currently use esupport.
    Synersis Media | Boutique Technology Marketing Agency

  12. #12
    Join Date
    Mar 2003
    Location
    Charlotte, NC
    Posts
    2,760
    Kayako and SupportTrio both look hopeful from my tests. We can't stand PerlDesk anymore, either, especially with its latest random errors.

  13. #13
    try dvdtechnologies.com i use it at my site, its great

  14. #14
    Join Date
    Jun 2005
    Location
    Atlanta
    Posts
    13
    Originally posted by Moni-Q
    I highly recommend Kayako eSupport.
    Kayako is very good!!!

  15. #15
    Join Date
    Feb 2001
    Location
    West Michigan, USA
    Posts
    9,675
    We've been using Kayako for a very long time. Its easy for the customers to use as well as staff.

    I must be an idiot...because I've looked at Cerebus from a customer point of view and it confused the heck out of me. One of the companies that we have a server with uses Cerebus...I never did figure out how to get the reply to my HelpDesk ticket. I ended up emailing the owner and asking him to handle it.

    --Tina
    ||| 99.999% Uptime SLA!!!
    Plenty of space and bandwidth to fit your needs!
    www.AEIandYou.com - - (WP Friendly - Premium Reseller Hosting and Cheap Dedicated Servers)

  16. #16
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by AH-Tina
    I must be an idiot...

    *bites tongue*
    . . . because I've looked at Cerebus from a customer point of view and it confused the heck out of me.
    Yep, another idiot here too It confused me, and one of the reasons I chose Kayako.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  17. #17
    Join Date
    Apr 2005
    Location
    Canada... EH?!?
    Posts
    149
    Yes cerberus was kinda confusing but once you get into it and everything you learn very fast and there isnt a problem no more

  18. #18
    Join Date
    Feb 2001
    Location
    West Michigan, USA
    Posts
    9,675
    Originally posted by BoggeRs
    Yes cerberus was kinda confusing but once you get into it

    Is that before or after your customers get frustrated and give up?

    You shouldn't thrust anything onto your customers that is "kinda confusing".

    --Tina
    ||| 99.999% Uptime SLA!!!
    Plenty of space and bandwidth to fit your needs!
    www.AEIandYou.com - - (WP Friendly - Premium Reseller Hosting and Cheap Dedicated Servers)

  19. #19
    Join Date
    Apr 2005
    Location
    Canada... EH?!?
    Posts
    149
    Originally posted by AH-Tina
    Is that before or after your customers get frustrated and give up?

    You shouldn't thrust anything onto your customers that is "kinda confusing".

    --Tina
    the agent-gui i meant... but the support center is full out step by step took me 2 days to set up gui all well and 30 min for the support center... so its not that bad... i like it more then eSupport and with the new system MajorCRM coming out in the future it will be better then Support Suite IMO....

    Good luck and pick one that is comfortable... eSupport does not have a trial so I don't know where to go from there

  20. #20
    Join Date
    Feb 2001
    Location
    Singapore
    Posts
    241
    I am currently also running Cerberus (free version) on my helpdesk, it only handle my current support email and seems quite ok. However as it had not been tested with many tickets pouring in yet , thus I had yet to fully evaluate it.

    Another issue now is that it wouldn't send an auto email response when someone email to that address..

  21. #21
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,601
    I'll add my voice to Kayako and I've just purchased another full license. A few little bugs mostly with Keys and customer pulling up their ticket history but thats about it

    Rus
    Russ Foster - Industry Curmudgeon

  22. #22
    Join Date
    Apr 2005
    Location
    Canada... EH?!?
    Posts
    149
    Originally posted by freehtml
    I am currently also running Cerberus (free version) on my helpdesk, it only handle my current support email and seems quite ok. However as it had not been tested with many tickets pouring in yet , thus I had yet to fully evaluate it.

    Another issue now is that it wouldn't send an auto email response when someone email to that address..
    open up your queue for that email address and scroll half way down and there is a checkbox that says New ticket notice or something click that and enter your message in the message box and click save and you are set when a new ticket comes in the email goes out

  23. #23
    Join Date
    Feb 2001
    Location
    Singapore
    Posts
    241
    Originally posted by BoggeRs
    open up your queue for that email address and scroll half way down and there is a checkbox that says New ticket notice or something click that and enter your message in the message box and click save and you are set when a new ticket comes in the email goes out
    I had already enabled the ' Enable New Ticket Auto Response' but when new ticket is send to the support email, such error occurs :

    ' Could not send autoresponse e-mail. (valid RCPT command must precede DATA) '

    When I replied the ticket :

    ' Could not send e-mail to requester list. (valid RCPT command must precede DATA) '

  24. What is it about Support Trio that you like?

    Originally posted by BHNSupport
    thomas.smith,

    If your looking for an inexpense, feature packed, reliable support desk. I would use supporttrio. I have tried cerberus, Esupport, Supportrio, and many others and I do like supporttrio the best. We are in the process of updating our own site to integrate it into it. We currently use esupport.
    What you can do with Cpanel ------------------> |||||
    What you can do with Cpanel XP+CpanelAPP -------> ||||||||||||||||||||||||||||||||||||||||

    Your competitors are cashing in with Cpanel XP & CpanelAPP, are you?

  25. #25
    Try Kayako eSupport we have been using it for years & never had any problems. However their support really sucks & some times you have to wait for days to get a response.

  26. #26
    Join Date
    Oct 2003
    Location
    Scotland, UK
    Posts
    2,900
    Having used Cerberus on a number of sites for nearly a year now, I don't know of anyone who's ever had any problems with submitting a ticket, viewing existing or previous tickets, or replying to their tickets. I find it much easier to work with than Kayako, as you don't need to go searching for ticket keys or anything like that - simply login and everything is there for you.

    Cerberus has a fully featured free version that'll pull emails from one email address (using POP or piping) - www.cerberusweb.com. IMO there's nothing better than it
    Alasdair

  27. Cerberus should seriously make you the official communications manager too.
    Coz you sound like one in every cerberus related threads.

    Originally posted by tickedon
    Having used Cerberus on a number of sites for nearly a year now, I don't know of anyone who's ever had any problems with submitting a ticket, viewing existing or previous tickets, or replying to their tickets. I find it much easier to work with than Kayako, as you don't need to go searching for ticket keys or anything like that - simply login and everything is there for you.

    Cerberus has a fully featured free version that'll pull emails from one email address (using POP or piping) - www.cerberusweb.com. IMO there's nothing better than it
    What you can do with Cpanel ------------------> |||||
    What you can do with Cpanel XP+CpanelAPP -------> ||||||||||||||||||||||||||||||||||||||||

    Your competitors are cashing in with Cpanel XP & CpanelAPP, are you?

  28. #28
    Join Date
    Sep 2000
    Location
    Barrington and Peoria, Illinois, USA
    Posts
    318
    I'm gunna have to vote for Cerberus as well. We used Kayako for a bit after using cerberus, but then went back to cerberus and have been with them for a long time.

    The developers there are amazing and the forum is extremely active both from small and large users as well as the development staff.

    If you want a Fortune 1000 class support desk at the price of small mom and pop budget, then Cerberus is your choice.

  29. #29
    Join Date
    Feb 2003
    Location
    Connecticut
    Posts
    5,441
    http://www.webhostingtalk.com/showth...hreadid=422769

    I'd take a look at that. I haven't used it but it looks nice.

  30. #30
    Join Date
    Mar 2004
    Location
    Seattle, WA
    Posts
    490
    We been using Kayako and been very happy with it. We are just about to buy the owned license. v3 looks like its going to be a really nice upgrade too.

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