Photo credit: Leo Valen

Or my clients.

For a long time when people ask for a help desk recommendation, I’ve included PerlDesk in the list. Today, sadly, I’m removing it from my recommendations. The short explanation: Bad support.

The long story: Actually, I kinda feel sad for the guy who answers questions at the helpdesk. Yegor is great and tries to help as much as possible. Unfortunately, he can only do so much. Anything to do with orders have to be directed to someone else and that someone else never answers.

This would not have bothered me so much if it were my own installation. But the fact that a client is having to deal with them makes me feel really bad.

What about the script itself? Is it any good? I’d say the script works. It is straightforward and easy to a certain extent but it’s also lacking a lot of features and flexibility. I’d recommend Kayako. Sure they cost more and I’ve heard some horror stories about support too. But I’ve worked with it on several clients’ sites with very little issues.

In many ways, Kayako is overkill. There are tons of features you’ll never use but on the other hand that also means the features will be there when you need them and our needs change constantly over time.