Cerberus Helpdesk is an email response system built to diminish the need for redundant, time-consuming human interaction with your customers.
The system is built to allow your support/sales/billing/etc. department to react quickly to inbound customer email inquiries. Cerberus Helpdesk was written originally as a trouble ticket system.
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Here are some key features of "Cerberus Helpdesk":
Fetch & Retrieve:
· Teach Cerberus to provide the best solutions from your experts.
Adaptive Anti-Spam Engine:
· Actively combats spam and viruses, keeping your system clean.
Web-based Support Portal:
· Allow your customers to submit issues through their web browser.
Service Level Agreements, Schedules & Due Date Management:
· Set working hours and target response times for each department. Allow support contracts to prioritize support for specific companies.
E-mail Templates:
· Set standard responses and canned text for rapid responses to common questions.
Knowledgebase:
· Document solutions to previously addressed issues.
100% GUI Source Code:
· Extend. Integrate. Customize.
What's New in This Release: [ read full changelog ]
· [Mail/Parser] The email parser will now check incoming attachments for a 'content-name' or 'disposition-filename'. Previously only the former was checked, and when an attachment only had the latter, and was text/plain, its contents were incorrectly appended to the message body.
· [Search/Performance] Optimized the fulltext search indexing for messages and comments. Only the first 10KB bytes of message content will be indexed, and messages will ignore quoted content since this should be contained in the original message. This should make indexing long conversations much more efficient, and it should remedy the situation where workers or recipients quote the entire conversation every message and end up polluting the search index.
· [Welcome] Added a link to the manual on the /welcome page.
· [Virtual Attendants/Parameters] Fixed a warning with worker variables on Virtual Attendants when no workers are selected.
· [CHD-2816] [Mail/Compose] Banned addresses will no longer be suggested as recipients when opening a ticket by organization.
· [CHD-2788] [Mail/Tickets/Bulk Update] Workers can now bulk update the organization on ticket worklists.
· [CHD-2779] [Mail/Worklists/Usability] In ticket worklists, the ticket move dropdown was changed to a chooser menu with a quick search box. This should make it much easier to select a specific bucket from a long list.
· [Mail/Worklists/Usability] On ticket worklists, the 'm' keyboard shortcut will now open the move menu and focus the quick search box.
· [CHD-2784] [Snippets/Usability] Added the two-step delete confirmation to the snippets popup.
· [CHD-2792] [Mail/RSS/Security] Fixed an issue where RSS feeds for worklists were viewable for disabled workers.
· [CHD-2754] [Plugins] Updated the built-in plugin manifests to version 5.7.2 from 5.6.x
· [CHD-2764] [Reports] Date-based reports can now group charts by hour.
· [CHD-2741] [Setup/Plugins] You can now search by name on the 'Installed Plugins' and 'Plugin Library' tabs in Setup.
· [CHD-2766] [Reports] When hovering over a report chart, the value of a data point is now displayed in addition to the date and the label for the 'Group Replies over Date Range', 'Created Tickets by Group over Date Range', 'Closed Tickets by Group over Date Range', and 'Worker History over Date Range' reports.
· [CHD-2627] [Mail/Parser] The parser will now treat 'message/rfc822' mime parts as attachments. These messages are sent as abuse reports, bounces, and forwarded messages. Their content will no longer be appended to the message body.
· [Mail/Print] Fixed the broken default logos when printing tickets or messages.
· [CHD-2807] [Snippets/Roles] Implemented role-owned snippets. This allows you to easily share snippets with multiple groups, arbitrary lists of workers, or everyone. Currently, only administrators can create or modify role-owned snippets, but any worker associated with the role can use them.
· [CHD-2680] [Snippets/Worklists] Added a virtual column on snippet worklists for displaying the owner (worker, group, or role). This is also displayed on the snippet chooser.
· [CHD-2680] [Snippets/Worklists/Search] Snippet worklists can now be filtered by owner. This also introduces a new multi-context autocomplete widget (selecting workers, groups, or roles).
· [CHD-2808] [Snippets/Setup] Added a new Snippets management area to Setup. This allows administrators to create, view, and modify all snippets (regardless of owner) in a centralized place.
· [CHD-2809] [Snippets/Worklists] Administrators can now bulk update owners and custom fields on snippet worklists.
· [CHD-2827] [Snippets/Subtotals] Fixed a bug that prevented filtering snippet worklists by the 'plaintext' type from the subtotals sidebar.
· [CHD-2826] [Mail/Filters] FIXED: Adding a wildcard (*) filter value on a header will match all messages, even those that don't contain the header.
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