So we are finally working(again, we’ve bought/tried/gotten refund on a couple only to be disappointed) to get a replacement helpdesk in for all the services in one helpdesk. I am looking forward to this for the last 2.5 years. Never was a cerberus fan, but I think all but a few will be very impressed with the new, and if they aren’t they can just use their email clients to reply and send messages back to us.
We are working on a totally integrated desk that when you come to chat, logs you to ticket, if you phone in, it is logged down and recorded to ticket automatically, if you send an email, exactly the same. A one stop support solution instead of a mixed mesh like now.
This will require new user creation for the process, unless we work on an authentication server to existing or other sources, but I think starting fresh on the users will be a good process.
when this happens the current helpdesk will move to read only, or anonymous support only (finding a replacement for anonymous support has been a real pain!)