Zaaj is right. I've been using Cerberus Helpdesk for 4 years with a moderately-sized helpdesk, and it has worked well. In the more recent versions, you can ditch the closed-source email parser and use cron and their PHP parser script to get customer email into the system. (A lot of folks use it with S-POP and Gmail, and we have found it to be reliable with Exchange.) If you know a little PHP, modifying Cerberus to work with an LDAP authentication system, even Active Directory, would be easy. Support from them has been pretty good, but I haven't had to use it much. There are some CRM-lite features in the product, but only knowing your exact requirements would indicate if there was a fit.
Cerberus Helpdesk is worth a look. You can monitor 1 email account for free, and you can set up the software in about 30 minutes.
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Zaaj is right. I've been using Cerberus Helpdesk for 4 years with a moderately-sized helpdesk, and it has worked well. In the more recent versions, you can ditch the closed-source email parser and use cron and their PHP parser script to get customer email into the system. (A lot of folks use it with S-POP and Gmail, and we have found it to be reliable with Exchange.) If you know a little PHP, modifying Cerberus to work with an LDAP authentication system, even Active Directory, would be easy. Support from them has been pretty good, but I haven't had to use it much. There are some CRM-lite features in the product, but only knowing your exact requirements would indicate if there was a fit.
Cerberus Helpdesk is worth a look. You can monitor 1 email account for free, and you can set up the software in about 30 minutes.