http://www.cerb4.com/forums/showthread.php?t=786

http://cerb4.com/forums/showthread.php?t=404

Another forum request:
http://www.cerb4.com/forums/showthread.php?p=4427

Would love this feature.

I would like to setup Support Center internally, so that our Department Heads can log in and view tickets relating to their department as well as easily access some pre-built forms for certain requests (new software, new equipment, new hires, etc). Sure, we use "organizations" like Departments, but that is just a semantic difference that isn't customizable.

Either way, more robust Support Center options. Thx.

Trial user had the following question:

[[quote]]
I am trying to create a place where my clients can submit tickets and see the progress of those tickets. There should however be one or two person at that organization that can assign the ticket to me if it needs to go that far. I assume they would have to be workers in order to do so?
[[/quote]]

If we decided to expand the Support Center to include manager-type features this seems like a unique addition to consider.

I would also like to see this implemented as it would greatly assist us in managing projects (which we currently do with Cerberus 2.x) and also allow us to upgrade to 4.x which at the moment for this reason alone we may need to postpone or look for alternative solutions.

I believe that this feature should be updated immediately, since it is clear that this is an anomaly of the product to lose a very important feature of version 3.
Unfortunately this type of loss of functionality represents a setback for the product and an unpleasant situation for users, such as myself.

Update this thread when finished:
http://www.cerb4.com/forums/showthread.php?p=8878#post8878

Voted this up on behalf of a customer, update his thread asking for an ETA when completed.
http://www.cerb4.com/forums/showpost.php?p=9703&postcount=1

Update this thread when completed.
http://www.cerb4.com/forums/showpost.php?p=10554&postcount=1

Update this thread when completed.

http://www.cerb4.com/forums/showpost.php?p=11130&postcount=1

Update this thread when completed.
http://www.cerb4.com/forums/showpost.php?p=11572&postcount=83

Your description of wishlist categories says of the "Yellow Brick Superhighway:" 'These are the things we lose sleep over until they're done.'

Nice to know I have company in that regard on this issue. Looking forward to its resolution!

"Philosophically, the Yellow Brick Road started from the wizard behind his curtain and incrementally grew outward into the wilderness where people had a chance to find it."

Besides wondering what that means, exactly, on your development roadmap, I'm still taking heat for this from ALL our customers now. The primary points of contact within each of our customer organizations want to be able to review ALL tickets submitted by their employees, as they used to do before we upgraded from 2.7 to 4.x

This "Manager" view from the Support Center is not a "New Feature"; it was well established in 2.7. It just got left behind, probably somewhere deep in the woods along the side of the Yellow Brick Superhighway.

I'm a cerberus helpdesk administrator, we have a two worker license and I've got a quick question regarding the public interface
I'd like to know if and how it is possible for people from the same company to share tickets in the public interface. I mean that if you put someone in cc:, the person who is in cc: does not have the ticket in its own history. Here, we are offering support for a company who have several ppl working on the same project + a manager who wants to review the tickets
and as far as I can see, each ticket are individual
I don't know how they can share the tickets
Joe@Cerb4 yep you are right
Joe@Cerb4 and there's no good workaround period

ok, then the workaround is to have a shared account and using the same email address each time they send us a question... Although this is something we can technically do, this is not very professional to ask the customer for this workaround.
Well, I'm looking forward for fix, pleeeeaaaassse !
Thank you.

More questions about this:
http://forums.cerb4.com/showthread.php?p=13830#post13830

Add another +1 to the votes!
http://www.cerb4.com/forums/showpost.php?p=13912&postcount=1

Came up in a super thread of other ideas.

http://www.cerb4.com/forums/showpost.php?p=13972&postcount=7

+1
http://www.cerb4.com/forums/showpost.php?p=14889&postcount=2

Still waiting, and this keeps getting pushed out. I actually have a customer so desperate for this they are offering to pay to have it done. What would it cost? And why the delay?

+1 here too!!

This functionality was totally working in version 3, and lost in version 4... a huge setback for the usability of the customer portal. A number of our customers are demanding this ability.

This is definitely being addressed in the 5.2 update. We already have multiple addresses per contact for SC accounts done, and we just need to finish the 'sharing' mechanism that allows an account to expose their history to others.

Implemented in 5.2 (finally!)