Cerberus Helpdesk 2.4.0 review

Cerberus Helpdesk is an email response system built to diminish the need for redundant, time-consuming human interaction with your cu

License: Other/Proprietary License with Free Trial File size: 3019K Developer: WebGroup Media, LLC

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Cerberus Helpdesk is an email response system built to diminish the need for redundant, time-consuming human interaction with your customers.

The system is built to allow your support/sales/billing/etc. department to react quickly to inbound customer email inquiries. Cerberus Helpdesk was written originally as a trouble ticket system.

Here are some key features of "Cerberus Helpdesk":
Fetch & Retrieve
Teach Cerberus to provide the best solutions from your experts.

Adaptive Anti-Spam Engine
Actively combats spam and viruses, keeping your system clean.

Web-based Support Portal
Allow your customers to submit issues through their web browser.

Service Level Agreements, Schedules & Due Date Management
Set working hours and target response times for each department. Allow support contracts to prioritize support for specific companies.

E-mail Templates
Set standard responses and canned text for rapid responses to common questions.

Knowledgebase
Document solutions to previously addressed issues.

100% GUI Source Code
Extend. Integrate. Customize.

What's New in This Release:
A bunch of Safari browser fixes for Ajax/dynamic functionality
Support Center: Security patch for URL overloading of ticket_id on track ticket.
#CERB-563: Store forwarded messages in ticket thread.
#CERB-274: Create new ticket from contact details (with Requestor address pre-filled-in)
#CERB-634: not all tokens are being evaluated (Contact tokens were looking for a non-existant variable. SQL updated to add public_user_id, code changed to use new format for variable.
#CERB-613: Ticket replies are not using the Mailbox Display Name
#CERB-615: Ticket date is date parsed, not “Date: ” header
#CERB-610: Forwarded emails do not have a From: address
#CERB-612: Forwarded emails do not honor the hide ticket mask checkbox
#CERB-543: Notifications have no reply-to address.
#CERB-625: Unable to rearrange catchall rules
Fixed the epoch test on 64bit systems.