Cerberus Helpdesk is an intelligent e-mail application that eliminates those tasks that waste your team`s time and energy: deleting junk mail, distributing work and battling with a cluttered inbox.
And Cerberus Helpdesk is web-based, allowing your team the freedom to work from nearly any computer or mobile device, anywhere, running on almost any platform.
Here are some key features of "Cerberus Helpdesk":
· Overview gives an instant report of the status of the helpdesk, including a breakdown by Service Level, destination and assignment. Clicking any breakdown category will display the appropriate worklist next to the totals, allowing you to quickly deal with work by pile.
· Anti-Spam reads incoming e-mail and constantly adapts to the tricks spammers use to clog your inbox. Probable spam can automatically be moved out of the way for later review and mass deletion. From any worklist you can "peek" at message contents without leaving the list, or click the spam button to instantly remove the message from the list.
· Fetch & Retrieve allows your team, and community, to search for content in every corner of your online presence: blogs, forums, FAQs, wikis, bug tracking and more! Several popular applications are supported already, but nearly anything can be connected.
· Community Tools give you the ability to download or create mini-applications which have full access to helpdesk data. You can deploy these tools by placing a single file into a directory on any PHP-enabled web server. By default, Cerberus Helpdesk 4.0 has the ability to deploy knowledgebases (or FAQs), Support Centers and contact form builders.
· Service Levels define groups of contacts and your preferred order for replying to them. In a business setting, this allows you to favor paying customers or VIPs with your fastest replies. In a personal webmail setting, this allows you to respond to colleagues, friends and family before you read less important mail.
· E-mail Notifications are the best way for mobile workers to track events in the helpdesk. A helpdesk worker can choose to have copies of incoming or outgoing mail sent to any software or device capable of receiving e-mail. Replies to these messages will be routed back to the sender as the proper company contact and logged by helpdesk automatically. Notifications can also be used by managers for oversight, or by new team members for training.
· Pile Sorter allows you to quickly group mail by sender, or any e-mail header, and act on it all at once. For example, running a pile sort on sender domain helps you isolate newsletters that use an auto-generated sender address each mailing, while a pile sort on the headers lets you make piles based on properties like language, Spam Assassin score and import source.
· Plugins allow new functionality and behavior to be added to Cerberus Helpdesk 4.0. Plugins fall into the categories of extensions (things like pages, buttons or scheduled tasks) and events (situational behavior and business logic). Plugins can be downloaded from the official website and community, or created internally to meet specialized requirements.
· Custom Workspaces give workers the ability to easily create sets of persistent worklists from any columns or criteria supported by the search system. This allows workers to create an environment that`s incredibly streamlined for their particular role on your team. As an added time-saver, workers can copy any worklists in the helpdesk to their private workspaces -- which is especially handy when used with Overview.
· RSS feeds can be created from any worklist to share information with news-readers and other applications. This operates like E-mail Notifications, but allows for much finer control over the filtering of the list.
Requirements:
· PHP 5.1.4 or later (with several extensions)
· MySQL 4.1 or later
Limitations:
· You are limited to 3 workers.
· You are limited to 3 groups (such as: Sales, Support, Billing).
· A brief Cerberus Helpdesk link is appended to outgoing mail.
What`s New in This Release: [ read full changelog ]
· [Support Center/Knowledgebase/RSS] [CHD-2468] The RSS feeds in the Support Center KB don`t translate Markdown to HTML when syndicating articles.
· [Web-API/Custom Fields] [CHD-2455] The Web-API now has named keys for custom field records. `id` and `context` are now provided. `group_id` is visible for ticket custom fields. Sponsored by XILO Communications - http://www.xilo.net
· [Mail/Broadcast/Queue] [CHD-2484] If you broadcast reply to a ticket with no requesters the mail_queue entry is undeliverable and never cleans up.
· [Mail/Queue] [CHD-2483] If an autoreply fails to send and is queued for redelivery, it will remain flagged as an autoreply so no worker sender is required.
· [Workspaces/Custom Fields] [CHD-2460] FIXED: An `unknown column` error when adding a required custom field filter to a workspace worklist if the custom field is also not an editable filter.
· [Mail/Relay] [CHD-2480] FIXED: The email relay uses a custom `Message-Id` header that is invalid in some MTA/MUAs.
· [Support Cent...
