What is everyone's favorite helpdesk/ticketing software ?
We have been using Cerberus for several years now. Been pretty happy
with it. But, I went to their hosted solution and it's not as reliable
as it was when we had it on one of our servers.
We did the hosting thing to get it off our network so it would work if
we were having network issues, and it was time to upgrade the platform
it was on anyway. It was easy to just upload the DB to them and have
them care for, feed and support it. The new version doesn't do a few
things we want/need, it has also missed some inbound messages and gets
slow sometimes. So, I am exploring what else it out there.
Quick Wish List of features:
- eMail-centric (opens tickets automatically from inbound email and
updates customers via email, we can reply to tickets via email).
- Web interface for customers/users to use if they prefer not to use
email.
- Automatic Escalations - if the tech on call or that the ticket has
been assigned to does not answer within X amount of time, notify someone
else that the ticket is still open.
- Can clump tickets opened by different email addresses as the same
customer or user.
- Can import the data I have in Cerberus now (or CSV).
- It can be open source or free, but neither are requirements. We'd
prefer to have something we can get professional support for, is well
maintained and has a good security history.
Cheers,
Mike
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Michael J. McCafferty
Principal, Security Engineer
M5 Hosting
http://www.m5hosting.com
You can have your own custom Dedicated Server up and running today !
RedHat Enterprise, CentOS, Ubuntu, Debian, OpenBSD, FreeBSD, and more
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