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Has anyone else tried help desk/ticketing software with Kerio Connect?

This is such a common need that I would have thought Outlook, Exchange, Google Apps, and Kerio would have this built-in. Well, they do have "tasks" that seemingly would do this, and you can even share task folders between users, but given their implementation, I've had difficulty using them for anything but a personal task list. For example, you may create tasks in public folders but people don't get e-mail notifications upon changes to those public tasks.

It's interesting that Kerio themselves are "Powered by Kayako" http://www.kayako.com/ , which is one of the many web-based help desk systems like zendesk. Being web-based, there's probably not much integration with either the mail client or Kerio mail server.

There are specifically help desk solutions that plug into Outlook but don't require anything installed on the Exchange server because they store their data as standard tasks or posts in Exchange public folders. Therefore, they might (in theory) also work with Kerio's Outlook Connector:

http://www.crowcanyon.com/
http://www.kalmstrom.com/

Alternately, maybe a help desk solution could plug into Kerio on the server-level via standard MAPI/IMAP/ActiveSync interfaces. Maybe it could even do so via kconfig or directly monitoring the raw .eml files (e.g. a cron job that monitors a Task directory for changes to .eml files and send e-mail notifications upon changes according to rules), but such a solution would be tied to the Kerio platform.
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jshua

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We are using GLPI for our help desk software. Works great. Its opensource and can be configured with active directory. You can build rules for notifications too. We have it monitor a user we created in Kerio called "Help" so if someone was to email help<_at_>ourcompany.com then it will generate a new ticket. Or if you log into GLPI as an end user .. you get a ticket view were they can see the status of there ticket , create new tickets or read our company FAQ.

[Updated on: Sun, 16 May 2010 15:37]

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robsik

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We're using SpiceWorks - it connects with one mailbox (f.e. service<_at_>domain.com) with Exchange or POP3/SMTP protocol. In Kerio Connect works only with POP3/SMTP, but for us is all right Smile
SpiceWorks is quite easy and quick to run.

Robert
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marook

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We use Web Help Desk and that can monitor multiple email accounts, although we only use on (via IMAP).

It would, to me, seem like a huge nieche to implement a Helpdesk system in a mailserver. Try get one of those mentioned and see all the features and setup things that are possible - way off for a mailserver!

Regards,

Jakob Peterhänsel
Consultant - Humac A/S

Apple Certified Support Professional (ACSP)
Apple Certified Technical Coordinator (ACTC)
AppleSeed/CQF member since 1998
Kerio Messaging Partner
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