Cerberus Helpdesk

Cerberus Helpdesk is a web-based (PHP5/MySQL) e-mail application from WebGroup Media LLC (“WGM”) built around the concept of group mailboxes. The project started in January 2002 and is currently on its fourth major revision (nicknamed “Cerb4”). The project's lead developer, Jeff Standen, has been a member of the WebHostingTalk community since 2001.

Some features of Cerberus Helpdesk include:

Pilesort: Allows quick grouping of mail by sender, or any e-mail header, and act on it all at once. An example would be sorting on headers based on properties like: language, Spam Assassin™ score, or import source.

E-mail Notifications: Copies of incoming/outgoing messages can be sent to any software or device capable of receiving e-mail. Replies to those messages will be routed back to the sender with the proper company contact and threaded into the initial ticket.

Service Levels: Helps ensure that issues from VIPs are handled first, be they paying customers or internal executives.

Community Tools: Deploy brandable, themeable, web-based tools in seconds: support centers, knowledgebases, FAQs and contact forms. (Prior to version 4.0, Cerberus Helpdesk contained a public facing portal called the Support Center) While the Support Center can still be found in version 4, the term now used in Cerberus Helpdesk has broadened a bit to ‘Community Tools’)

Cerberus Helpdesk is available as a service, hosted on WGM's servers, or as standalone software that you can run on your own machines. Free standalone licenses are available for organizations with up to three workers. The main limitation of a free license is that it includes a Cerberus Helpdesk tagline on all outgoing mail.

More information can be found at: www.cerberusweb.com