Topic: Heldesk program, so many? but which one?

[Drifting]

Hi Guys.

I have been looking for weeks to find a suitable product at a resonable price.
So I thought I would ask here, as most of you seem to be of a technical bias.

Features I need: -

Ability for customer to add tickets via a web interface.
Customer can view their companies calls, and also generate a report for that particular company.
Create a ticket from email, and hopefully tag further email on the same subject to the exisiting ticket.
Support 5 agents at a resonable cost.
Lastly, the bit that I have not found, how to take an email out of Microsoft Exchange, and create a ticket from that.


Any suggestions?


Regards Paul.

[ztasevski]

Hi,

Maybe not what you are looking for but we have been using for some time this software. Runs on SME

http://www.oneorzero.com/

[cvlcc]

I built this program a few years back and i have made it vary adabatable in different lang. with ticket
http://a-mudanzas-int.com/cgi-bin/sup/status.cgi
http://a-mudanzas-int.com/cgi-bin/sup1/admview.cgi
English
http://cidhosting.com/comp/index.shtml
http://cvlcc.com/sup/index.html
http://a-mudanzas-int.com/help.html
Spanish http://a-mudanzas-int.com/helps.html
I can change it to your Needs

[kruhm]

Test these out and get back which you think is best. Have fun:

http://forums.contribs.org/index.php?topic=33827.0

[shell]

http://www.cerberusweb.com/

From the list shown above we choose cerberus.

it will do all these :

Ability for customer to add tickets via a web interface.
Customer can view their companies calls, and also generate a report for that particular company.
Create a ticket from email, and hopefully tag further email on the same subject to the exisiting ticket.
Support 5 agents at a resonable cost.
Lastly, the bit that I have not found, how to take an email out of Microsoft Exchange, and create a ticket from that.

The free version only supports 3 agents, and i'm not sure what you mean by reasonable!!  The mail in the free one is accessed via a pop mailbox, so should work fine with m$ exchange.  The paid one allows you to have more agents and more mailboxes.  Only query could be allowing customers to view reports - which i believe is an admin feature of this software.  maybe the custom reports option, but i haven't played with that.

Good luck  

[cvlcc]

Mine is $80 installed with some changes for your Needs. And it's your's, it runs from your cgi file and you manage it through your email and browser. It notify's you through your email system. That is why I should many different places, I modify the program because each person has different needs. I'm Sorry that I could not be of some help to you.

All The Best

William

[kruhm]

"From the list shown above we choose cerberus."

Excellent choice. Powerful, scalable and supported by company that will:
-bail you out if you ever need it
-and back the project so it doesn't die away like so many other excellent packages