New ticket system in place

[admin]

We have switched to Cerberus HelpDesk for our new ticket system. http://www.vortechsupport.com and *@vortechhosting.com now also goes to this new system. If you have any questions or issues please let us know.

[mdallarosa]

It looks good. Registration worked out fine and interface is simple

Good election!

[mdallarosa]

Support system links to new Vortech web site. (It looks really nice, good job)

[admin]

Yea, the new design is not fully done yet, but getting there.

[admin]

Every thing will be one desing and one site now, making it much easier on the customers and us when we try to find stuff..

[SRW]

Quick question: What about open Tickets or "On hold" tickets on the old system? Do we need to re-open those or will they still be completed on the old system!

Looks really nice!

Thanks,
SRW

[admin]

No we still have the admin side up, if it's On hold we will answer it once we have the fix or what ever it needs to answer it. But if or when you reply it will open a new ticket up in our new system. But no worries, we know how to see the old tickets in that system, we plan to keep that system up for the admin side for about 6 months or as long as needed.

[admin]

I hope the new system will help us answer tickets a little faster as well since it's much faster than our old system.

[cleonard]

Brad,

I'm just curious . . . why the switch? I say that because you are the third company that I deal with who has switched to the Cerberus HelpDesk in the past 2 weeks? Just wondering what the big attaction was.

Now that we have the support selector in place, I've been thinking about changing to a different system.

Thanks so much!!

[Brangwyn]

Probably becuase Cerberus is good stuff .. I was using it a few years back, have just last week myself decided to go back to it after trialing SmarterTicket which isn't too bad actually but I want to have all my support stuff on an external *nix based box which rules out using a .NET App.

[levseltzer]

Will customers have access to old tickets? I have had some problems that recur every so often, and it is a real time saver for me to simply add on to the old ticket, and just state the new information.

[admin]

If you give us a ticket number we can always look them up in the old system, you just have to let us know the ticket number.

[PeterD]

How come when I created a user account in Cerebus, then submitted a trouble ticket, it doesn't show up after 6 hours - should I submit a trouble ticket ticket?

[admin]

It shows up right away for me when I creat a ticket from the user side on the users side and admin side.

[said123]

Hi

I have added a ticket yesterday, it doesn’t show up to now , so I have added it again and still doesn’t show .Also I didn’t receive any information email from the system.

Please see the attached screen shot of the second try