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What is Cerberus Helpdesk?
Cerberus Helpdesk is, at its core, an e-mail application which focuses on teams sharing mailboxes. The project was started in January 2002 by WebGroup Media LLC and currently has over 13,072 registered installations.
Some of the unique features and benefits of the Cerberus Helpdesk project are:
- Fetch & Retrieve: Though still transitioning from R&D into the product lines, Fetch & Retrieve (F&R) is proving to be a major asset and differentiation for the project. The concept behind F&R is simple: once your team has answered a common question anywhere (e.g., live chat, forums, wiki, past e-mail conversations) you shouldn't have to do it again. F&R builds context using simple tags (for example: cerberus helpdesk + parser + errors) which can then be used to associate helpful content or even other tags for more specificity.
- Partnership: Full-time, battle-tested support and development teams that aren't looking to simply clone and rebrand ideas from other (i.e., larger, more expensive, more pervasive) e-mail management/CRM systems, but looking to advance e-mail management through genuine innovation with a major focus on the user community feedback loop.
- Source Code: Even the free version of Cerberus Helpdesk comes with the full source code. Business users are trusted to respect the software license, and encouraged to make and share changes with the community. Cerberus Helpdesk 4.0 will carry this extension concept to an extreme by providing an entire application development framework (Devblocks - http://www.devblocks.com/wiki/) with a vastly simplified process for the creation of plugins and custom functionality.
- Free Version: A free version of Cerberus Helpdesk allows you to experiment with the full range of product functionality. The only limitation is "one managed e-mail address". Many small companies are encouraged to start with the free version and use it in production until they feel they would benefit by expanding on it. To get started with the free version, simply download the helpdesk files from our downloads page (http://cerberusweb.com/downloads_helpdesk.php).
- Cost: Cerberus Helpdesk is commercial software, but as much as possible working to further open-source and collaborative ideals while still being able to pay rent and feed our team's families. In exchange you can count on a dedicated support/development team backing the software up and listening to (and hopefully implementing) your feedback.
Topics
- New Changes
- Installing 4.0
- Getting Started
- Documentation
- Tips & Tricks
- Development
- Progress Report
- Screenshots
Sub-Projects/R&D
The Cerberus Helpdesk development team is constantly experimenting with new ideas to improve the project. The project community ultimately decides whether these sub-projects provide enough value to make their way into the main project.
You can find more information about Cerberus Helpdesk sub-projects here:
- Devblocks (Plugin/Application framework)
- Fetch & Retrieve (Context-driven knowledge management + assistance)
- UserMeet (Community portal)
- Community Support Forums (Team/Community-oriented Support Forum Software)
- Live Help (Browser/Website Chat Functionality)
- Workstation (Desktop Client)
- Java E-mail Parser (Heavy duty e-mail parsing via dedicated daemon)
- CloudGlue (Tagging/Context Clouds)
- DevBounty (Community-driven Project Management)
Cerberus Helpdesk 3.x - Deprecated Articles
- Installing Cerberus Helpdesk 3.x (stable release)
- Cerberus 3.x Evaluation Guide
