It’s been a while since I’ve posted one of my New to Cerb4 blog tutorials, but I assure you they will be back. In the meantime I’ve been restructuring my HOWTOs area of the wiki to better integrate these older posts into more streamlined documentation, going out of my way to ensure it’s one of the most [...]

Hopefully this is the last one for a while, but once again I’ve retooled some older documentation on the wiki. Running multiple independent companies through a single Helpdesk There wasn’t a whole to change here, the screenshots were the only real thing dated, but I did change the example around to hopefully make it easier [...]

Regardless of their distinct appearance, sticky notes and comments serve the same general purpose — to leave notes behind for yourself or other workers. Either one can be used for a variety of purposes, whether it’s telling another worker to send an invoice right away or to simply jot down a phone number for later. [...]

In the ‘Workers’ tab of ‘helpdesk setup’, you’ll find that each worker has a ‘Disabled’ option. Is there any difference between disable and delete? Yes, a couple of which are very important to understand. This guide will help break it down for new Cerb4 users. Disabled Ins & Outs Login to the Helpdesk is locked. All existing “Next [...]

I guess it’s spring cleaning on the wiki, because I fixed up yet another piece of documentation that was aging a bit. In fact it’s one of the oldest articles on the wiki: Automatically filter and sort your mail in 3 steps So once again I brought this one up to speed for 4.3 — [...]

Much like our Knowledgebase documentation, the Fetch & Retrieve resources were aging quite a bit and needed a face lift. So this afternoon I went ahead and overhauled the entire wiki page with updated screenshots and references. I believe there are really only two noteworthy changes since we talked about F&R last time: The removal of the [...]

If you’ve been to the old Knowledgebase tutorials lately, either on the blog (part 1 and part 2), or the carbon copy placed on the wiki, then you’ll realize how your Helpdesk looks nothing like the images. Despite all the confusion and questions we were getting about the old documentation and how to set up [...]

One of the more mysterious and elusive objects in Cerb4 is the ‘Due’ field. If you’re new to Cerb4, chances are you don’t know about it. In fact depending on your workflow, even veterans may not be familiar with the concept. Unfortunately the name itself can be a little misleading, and for those expecting an [...]

If you’re checking out our software for the first time, one of your first stops on the website was most likely the free version page. There you’ll find a breakdown of our three available licenses: Free, Community, and Paid. Now even if you’re relatively new to Cerb4 I reckon it will make sense as long as you’ve [...]

If you’re brand new to Cerb4, one of the first Helpdesk concepts you must become familiar with is the requester. Generally speaking a requester is anybody who wishes to be part of the ticket conversation, in other words they want to receive replies from the Helpdesk. So when a customer writes you a new e-mail, [...]