Cerberus Helpdesk 2.6.0 is released!

2.6.0 is a feature release with a lot of exciting new functionality and a polished GUI.

Some of the major new features include:

• GUI Facelift: Skinned the GUI, simplified the configuration area & more.
• Boolean Ticket Searches: you can now do AND/NOT ticket searches, as well as optional words and partial matches.
• Ticket Status/Workflow Improvements: ticket statuses are now customer-centric to faciliate workflow. The two main statuses are now 'awaiting-reply' (hidden) and 'customer-reply' (visible).
• Pre-Parse Mail Rules: rules can now act before the parser to bounce spam, ignore autoreplies, etc.
• Attachment Cleanup Tool: free up server disk space by purging old files.
• PHP5 Support: separate codebase for PHP5 compatibility.
• Simplified Installation: config.php and config.xml generators.
• MUCH more... See full ChangeLog below.

The Developer Log entry can be found here:
http://www.cerberusweb.com/devblog/index.php?p=42

Cerberus Helpdesk:
http://www.cerberusweb.com/

Thanks!

Thumbs up to the Cerberus Team!

jstanden can you explain some difference between Cerberus Helpdesk and Kayako eSupport??

Hi eglim,

First, I'm obviously biased. You should take a look at the online demos of both products to see what meets your needs best.

I'll go ahead and point out a few differences below that aren't obvious by looking at the UIs/demos.

A major difference these days is the speed of Cerberus development and frequency of releases. Our internal goal is to release a feature upgrade every 30-45 days (with newer projects in the pipeline this usually ends up to be every 2-3 months). We collect thousands of wishlist items from user feedback and are always focused on the most popular according to the community.

Our development is also a lot more open and community-driven. Scan our forums, the Developer Log on our website, call us up on the phone. Then try the same with Kayako.

As well, another fundamental difference is their source encoding and pure-PHP approach, which is much more inflexible than Cerberus. Our GUI source code (all the PHP) is 100% open.

We also favor loose coupling. If you were receiving a really heavy e-mail volume with Cerberus we could swap out the standard C pipe/pop3 parser and plug in a new parser that performs queuing as a daemon (in C/Java/etc.) without the overhead of an Apache/PHP instance each instance.

That flexibility means Cerberus scales very well. Our clients page has many examples.

Loose coupling also allows us to provide additional tools like XSP and an upcoming Java desktop interface.

Hopefully that helps point out some of the 'behind-the-scenes' things. Just remember the best judge of what meets your needs is always going to be yourself.

Let me know if you'd like to know anything else about the project.

Thanks!