ted
05-01-2008, 02:43 PM
I've lost literally hours hunting down various how-to's about this helpdesk. I'm sure it's a great piece of software, and that it will do everything I want. However, as a paying customer, I would suggest/request/beg you to dip into your bank account and hire someone to create a coherent manual for using this software. Your staff is clearly not a bunch of "coding kids", and your product is well-respected. I think Cerberus (and it's customers) deserve documentation of the same high quality as your staff and product.
I am the sort of customer that would much rather rtfm than ask questions in a forum or chatroom, as I realize that answering questions is time-consuming for the staff, and takes them away from bigger issues. However, here, I am often forced to ask questions, as looking items up is a time consuming and often fruitless endeavor.
Bouncing from the wiki to the forum and eventually ending up in the chatroom is consuming way too much of my time, not to mention the staff's time. I bought this tool to make life easier, but so far, it is making things much, much worse, due to the Easter Egg Hunt that accompanies each search for answers. Add to that the fact your names for things and mine often have to be translated (groups means departments, mail means tickets, scheduler means cron jobs, etc.). Neither is "right", just different. And then finally, once I figure it out, I then have to explain it all to my own staff, which takes even more of my time.
Your staff is very friendly, helpful, and supportive, and I always get the help I need in the chatroom, and I get the answers right away. However, I can't imaging that you want the developers to be the first source of information. However, if you do, please disregard the previous rant. If not, please consider hiring an outside documentation firm to save both your team and your new customers time and money.
I like your people, and will probably like you software once I figure it out, which is why I'm providing this feedback rather than requesting a refund. I intend to stick with this and figure it out.
I realize I'll probably figure out your vocabulary and logic long before you even consider hiring a documentation team, but as customer who would like remain a long-term customer, I feel compelled to share my view as a newcomer. I really want to see your business succeed, since my using Cerberus as my customer interface literally makes your success mine.
Thanks for reading this.
I am the sort of customer that would much rather rtfm than ask questions in a forum or chatroom, as I realize that answering questions is time-consuming for the staff, and takes them away from bigger issues. However, here, I am often forced to ask questions, as looking items up is a time consuming and often fruitless endeavor.
Bouncing from the wiki to the forum and eventually ending up in the chatroom is consuming way too much of my time, not to mention the staff's time. I bought this tool to make life easier, but so far, it is making things much, much worse, due to the Easter Egg Hunt that accompanies each search for answers. Add to that the fact your names for things and mine often have to be translated (groups means departments, mail means tickets, scheduler means cron jobs, etc.). Neither is "right", just different. And then finally, once I figure it out, I then have to explain it all to my own staff, which takes even more of my time.
Your staff is very friendly, helpful, and supportive, and I always get the help I need in the chatroom, and I get the answers right away. However, I can't imaging that you want the developers to be the first source of information. However, if you do, please disregard the previous rant. If not, please consider hiring an outside documentation firm to save both your team and your new customers time and money.
I like your people, and will probably like you software once I figure it out, which is why I'm providing this feedback rather than requesting a refund. I intend to stick with this and figure it out.
I realize I'll probably figure out your vocabulary and logic long before you even consider hiring a documentation team, but as customer who would like remain a long-term customer, I feel compelled to share my view as a newcomer. I really want to see your business succeed, since my using Cerberus as my customer interface literally makes your success mine.
Thanks for reading this.