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XN-Matt

Cerberus Web Helpdesk (Cerb5)

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We're currently making a WHMCS plugin for the Cerb5 ticket system.

 

I wanted to see if there was any interest in releasing this for the community for users that want to integrate the two.

 

We are moving away from Kayako as v4 is it is just too bloated (and some features that we were promised over 5 years ago, still have not happened) so have decided to go back to our original desk.

 

Matt

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We'll post an update once we have something working for you all :)

 

Will be using Cerb 5.4 as the version we build against, but I am told should work with earlier version (although, no guarantees).

 

Matt

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Yes..

 

Integration using API - Done

Ticket submission - Done

Ticket list - Done

Ticket close (posts hidden note to tell staff) - Done

Ticket custom fields (pulling per group, and listing) - Done

Ticket product selection - Done

Ticket view - Done

Ticket attachments - To do

KB search after ticket submission - To review

KB browse/view - To review

 

M

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Just a further update.

 

We're looking for 1 or 2 people that would like to test this for us, who have dev environments (i.e non-live), that can provide useful debug information if any problems are found.

 

Please PM if interested.

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what is the point of using another helpdesk ? i think the built in help desk is good, isn't ? (except it does not allow you to sell tickets)

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Many reasons. The in-built one is just now powerful enough for us but also, cannot deal with multiple brands, ie. say you have three brands, with three installs of WHMCS, you'd have three different places to actively login for support.

 

With cerb at least, our module allows you to use multiple WHMCS installs, dealing with mulitple brands without any hassle at all.

 

@pol, see my update above.

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For what it's worth Matt form WHMCS is working on a module as well (we commissioned it in April if I recall correctly)... so there will be official support as well.

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Cool :)

 

I guess depends what level of integration you've gone for.

 

Ours is multi brand, with rules for updating contact details due to how cerb stores the customer records (i.e one brand wont update tickets on another brand

Attachments (full support)

Groups

Custom Fields

Product Selection

Full API integration

Ticket View/List/Update/Close

KB after submission - final testing

KB integration - soon.

 

We're using it live now and works great. Far more powerful compared to the desk we've left behind.

 

M

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Cool :)

Far more powerful compared to the desk we've left behind.

Far more powerful to Kayako Fusion?

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Far less bloated than Kayako Fusion. Depends what you need your desk for, we need it for dealing with emails, tasks, calls, and integrating with all our systems which is does, perfectly.

 

We were on Kayako 3, tried 4. Too bloated. Still issues that were in v3 and awful template system.

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We've had people testing this and feedback has been great.

 

We'll be offering this with a limited queue/group free version and unlimited paid version.

 

Matt

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Hi!

 

Have you made a release of this integration module? I would like to test/buy it?

 

+1

I would like to buy it.

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