It all looks good on paper, but once we had it installed (by Kayako) it was one disaster after another. Departments weren't showing up in IE in customized templates. They told us to upgrade to the newest version (a week after I paid them for the initial version. I paid for the upgrade and it didn't fix the problem. I told them so and unbelievably they asked me to "please describe the problem you are having" - I guess they use their own ticket system and it doesn't work well enough for them to look back and see the history from 48 hours prior. Anyway, the issue is still unresolved. Every ticket is full of bounced emails. I just wrote them and they said that's because php isn't set up for IMAP. They set up a pop3 account for the email instead of piping it, probably because they had a problem piping it. I guess they thought I wouldn't notice or care about the 6 different bounced emails for each customer post or reply. Bottom line is that it may work great for you, but really delve into the trial before you purchase it. They nickel and dime you to death for addons like their instant alert which is worthless and is $20/pc. Can anybody suggest a help desk software that works out of the box, is simple to use and has a mobile viewing format for wap2 and windows mobile? Thanks.
Try http://www.iftomatoes.com/ it is still in beta test but very nice. We do not allow email submissions and I don't think Trellis Desk does anyway. It will email responses to the user (and staff) but you do entry on the system. Larry
I'm using osticket. It's free and took less than an hour to get it going. I like that the user doesn't have to create an account just to post a ticket. http://www.osticket.com/
Using Cerberus and Trellis We're using Cerberus and have been happy with it. We're doing a migration to Trellis right now because it's a bit more streamlined than Cerberus. Cerberus has lots of features - but more than we need - and Trellis is fast and streamlined. Rick
I wound up going with Trellis and using JLogica's plugin to integrate it with the aMember database. I had a few issues getting it all to work, but Larry gave me great support and got it all working flawlessly within a day. I would recommend going that route to anybody looking for an inexpensive, highly functional integrated ticketing system.
I went with trellis and jlogic's plugin too. I'm still waiting on a support ticket because the single login isn't working, but I just submitted it like 30 minutes ago, so I'll give it some time. From what I've seen of the trellis desk, it's everything anyone would need and it's free!
Using Trellis with JLogica and have no problems. Trellis has it's shortcomings too, but it works well for what we need right now.
Could you tell me about the shortcoming(s) .. TD does most everything that Kayako does albeit without some of the fluff. Larry
Kayako is excellent software! I have not had much use because I don't have very many customers, but I'm selling my license of Kayako eSupport. See my thread if interested... http://www.amember.com/forum/showthread.php?t=10666
I'm using Saeven CRM. They even have an aMember plugin (build at my request). It not only looks great, the backend is awesome and the support is amazing good! The software has everything you could wish for: a/o hourly rates, SLA's, spam filter, online chat, knowledge base. A true pearl! Check it out for yourself: http://crm.saeven.net/ Oh and if you switch from one of their competitors you get a $85 discount Just contact sales if you want the discount.