The benefits and drawbacks of self-assignment vs. dispatching
Choosing between self-assignment and dispatchingThere are two primary ways that your workers are assigned work in Cerb5:Self-assignment: Workers look through the unassigned tickets in their groups and...
View ArticleSwitching GitHub repositories from Cerb5 to Cerb6
IntroductionWe maintain two separate code repositories on GitHub for Cerb5 and Cerb6. Before upgrading to the latest versions of 6.x, you should ensure that you're pulling updates from the proper...
View ArticleHow do I pay my invoice for our On Demand service?
Payment information for On Demand invoicesCurrently we are using Freshbooks for our billing purposes. You may log in to the billing site using the following URL:...
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Creating an automated dispatcher using Virtual Attendants
IntroductionThis article assumes that you have read _The Benefits and Drawbacks of Self-Assignment vs. Dispatching_, and you've decided that the dispatcher methodology is the best fit for your group.In...
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Integrating the DISQUS comments platform with knowledgebase articles in the...
IntroductionDISQUS is a free comments platform that can be installed on any website. It provides social network integration, user profiles, single sign-on, anti-spam, moderation, mobile commenting, and...
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Deploying Cerb5 on a Linode virtual server in about 5 minutes
IntroductionIf you're having trouble meeting the server requirements for installing Cerb5 on your own hardware, consider a virtual server as a convenient alternative. Virtual servers are generally part...
View ArticleWhat is the privacy policy for Cerb and On-Demand services?
Privacy Statement and DisclosureWebgroup Media LLC (“WGM”) is a commercial open source company that has been leading and supporting the community development of Cerb (formerly Cerberus Helpdesk) since...
View ArticleSwitching a Cerb installation from Subversion to Git
IntroductionPrior to the release of Cerb 5.x, the official recommendation was to use Subversion for installing and upgrading the app. This made sense years ago when support wasn't prevalent for the...
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Upgrading to the latest stable version of Cerb using Git
IntroductionIf you installed Cerb from GitHub using Git then the process of updating to a new version is simple and straightforward. If you're using Subversion, you can switch to Git with these...
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Sending group auto-replies using Virtual Attendants
IntroductionAuto-responders are a useful tool in many situations; for example:Groups can send a confirmation for new tickets, which gives customers a reference number and an ETA.Mail sent to a certain...
View ArticleIntegrating Cerb5 and Gmail/Google Apps
IntroductionCerb5 and Gmail make a great combination:Gmail utilizes industry-leading tools for spam-filtering and virus-scanning. This filters out a lot of junk before it pollutes your Cerb5...
View Article6.7 Changelog
Release notes for Cerb 6.7Cerb (6.7) is a major functionality update released on April 22, 2014. It contains over 106 new features and usability tweaks from community feedback.See:...
View Article6.6 Changelog
Release notes for Cerb 6.6Cerb (6.6) is a major functionality update released on January 31, 2014. It contains over 70 new features and usability tweaks from community feedback.See:...
View Article6.3 Changelog
Release notes for Cerb 6.3Cerb (6.3) is a major functionality update released on March 25, 2013. It contains over 64 new features and usability tweaks from community feedback.See:...
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Installing and configuring the Twilio plugin
IntroductionTwilio is a cloud-based service that provides applications with the ability to send and receive SMS messages and voice calls. Twilio has two major strengths compared to other SMS...
View Article6.4 Changelog
Release notes for Cerb 6.4Cerb (6.4) is a major functionality update released on June 7, 2013. It contains over 118 new features and usability tweaks from community feedback.See:...
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Sending scheduled reminders to your mobile phone using Virtual Attendants and...
IntroductionThere are countless ways to remind yourself to do something: you can leave Post-It notes somewhere you'll see them (e.g. the mirror, front door, steering wheel, computer monitor), schedule...
View ArticleForcing a full reindex of fulltext searchable content
IntroductionCerb5 provides a fast and flexible fulltext search system that supports most major languages. The search system is built on top of the fulltext functionality in MySQL 5.x's MyISAM storage...
View Article6.5 Changelog
Release notes for Cerb 6.5Cerb (6.5) is a major functionality update released on September 20, 2013. It contains over 144 new features and usability tweaks from community feedback.See:...
View Article6.2 Changelog
Release notes for Cerb 6.2Cerb (6.2) is a major functionality update released on December 17, 2012. It contains over 123 new features and usability tweaks from community feedback.See:...
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Automatically refreshing pages using popular browser plugins
IntroductionHistorically, Cerberus Helpdesk has provided an auto-refresh feature that reloads the current page while displaying a countdown timer. This is useful in multi-monitor environments, or when...
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Using LDAP to authenticate client and worker logins based on an existing...
IntroductionLDAP (Lightweight Directory Access Protocol) is a service designed to share contact information between applications. It is often used to provide centrally managed corporate account...
View ArticlePurge unused email addresses from the database
IntroductionEmail addresses are one of the few record types that can't be deleted from within Cerb's user interface. This restriction exists to maintain referential integrity within the database --...
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Adding more information to the subject line of watcher relayed mail
IntroductionOften, watchers who receive copies of new helpdesk messages want to filter those messages in their email client. In earlier versions of Cerb5, the subject line for these messages was...
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Automatically discovering and merging duplicate organizations in the address...
IntroductionOne of the major strengths of Cerb5 is that it provides you with a consolidated record of your contacts and customers. Your collected data can be enhanced with features like Broadcast and...
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