SupportTrio, Kayako, or Cerberus?

niyogi · 29th November 2005

Well, we've always been renegades when it comes to using helpdesk software. That means we've managed to stay away from Cerberus and Kayako because they are "popular". Instead, we've been using SupportTrio which also some powerful stuff.

Question is: have you of you folks used SupportTrio and had a reason not to go with it?

For reference, have a look at:

http://www.supporttrio.com.

Cheers,
Roj

[inx]Olly · 29th November 2005

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niyogi · 29th November 2005

We're seriously thinking about Kayako eSupport (especially with v3's release). It's just...we wanted to be a little bit...different. :-P

Sounds silly I know. Have you had a look at SupportTrio? It ain't that bad. :-)

Roj

othellotech · 30th November 2005

We're a great believer in SupportTrio, going so far as to contribute many of the ideas and features that will be in 2.5 and the following release

some of the thinking behind our choice is on my blog @
http://www.hostblog.co.uk/2005/27

[inx]Olly · 30th November 2005

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niyogi · 30th November 2005

Awesome Rob! So I'm not the only one. I do think it is severely under-rated and that their customer service is quite good.

This forum rocks - I love the maturity of the posters here. Quality discussion.

Roj

CalyNet · 30th November 2005

Another vote for eSupport, we've been using it for over a year now...

Have you seen http://www.sitepanel3.com/ ? I know a few people who use it and it has a nice price tag.

wise · 30th November 2005

Quote:

Originally Posted by niyogi

Awesome Rob! So I'm not the only one. I do think it is severely under-rated and that their customer service is quite good.

This forum rocks - I love the maturity of the posters here. Quality discussion.

Roj

we use their faq software which is brilliant. We are considering using support trio but unfortunately that would mean separate billing and helpdesk. .. .which is the only thing stopping us.

chrisbyrd · 30th November 2005

dont you all mean 'support suite'?

chrisbyrd · 30th November 2005

ah. no, you probably dont

ignore me

aXeR · 30th November 2005

Cheers Charley, having a look at that sitepanel 3 now, looks very nice!

Andrew · 30th November 2005

With the exception of sitepanel (never used it, but I know the devloper who is a pretty solid php developer)..... they are pretty much all crap.

Kayako slows as your db grows till it pretty much caves. Earlier we migrated alot of our clients from the USA servers over to London, and naturally when you move 400 odd people over to a new server - a large proportion dont read their email + our sales tickets + renewall queries + normal ticket stats = Kayako being an unhappy bunny.

We are in the final processes of taking over another host with a similar number of customers, and im sure Kayako will love that too

There is another player coming into the industry (should have been out earlier this month), who will blow them all away as the code's rock solid and I for one will be upgrading to it

TITAN · 19th January 2006

I thought I'd resurrect this thread as its bang on topic for me.

We're looking at support/ticket related software.

I have had a few demos from RightNow - their software is used by many arms of BT, British Airways, Adaptec, Register.com, oh you could go on, they definitely have some big names. It is certainly proven technology and has a few patents.

However I keep looking at kayako's support-suite. From the outside it looks great, a real winner.

When I tell you that an implementation of RightNow could well cost £20k, if your mind works the same as mine, it would have to be a billion times better (well actually around 60) than Kayako support-suite to justify the pricetag.

I'm interested in hearing from anyone using kayako. Andrew - who's the new player - are they out yet ?

nitrohosting · 19th January 2006

Lee,

We just picked up a package from a new player (I've been chatting with one of the developers quite a bit recently) and will be putting it through its paces shortly.

You have me on MSN - feel free to give me a shout sometime when you're online.

Kind regards,
Kris

philb · 20th January 2006

/me parades around with his free otrs install that does the job for him