I've been in a long debate with myself over which helpdesk software to use...Kayako or Cerberus. I ended up going with Cerberus. What does everyone else here thing...and why?

I picked Cerberus because it's mroe functional than Kayako...It's got less distracting features.

At first glance, the Cerberus UI was a bit confusing. That was in my own point of view, and I'm a very experienced computer user. We're a fellow Kayako using company.

Neither - SupportTrio is quite good for us - http://www.activecampaign.com. It's cheaper and quite easy to use!

Roj

Cerberus is pretty good compared to kayako as new features are added all the time to it and the most important thing is that they have a free version.

I'll second that, go for Cerberus.

I have used Kayako quite a bit and have always been a huge fan of the interface. Easy to understand and everything is in it's right place. Especially the quick reply. Can't live without that. I have only used this as a support person, not really the one picking it based out of needs for the company.

Cerberus, I've just found it confusing too. I keep hearing that it is more functional -- but I would have a hard time navigating. Although, I can say that if it meets my needs I would go with it anyway. Getting used to its interface will come with time if it is the product that I choose.

I've looked at SupportTrio demo and lately they have added a lot of great features and its look good.

Well free is one thing, but certainly not the most important, when it comes to supporting your customers.

The most important aspect of a solution is it's efficiency, effectiveness, ease of use, and it's interface as far as your customer is concerned.

Price can be a factor, but not THEE factor. I mean, what price tag do you put on a satisfied customer?

I'm a fan of Kayako. I've used it for about a year now, and even though it is a little "distracting", it's a good piece of software.

Another vote for Kayako..
Although their support is horrible at best, the software is pretty good...