Quoting Peter Gervai
Would probably help to know what did they like better in cerberus and what not. I don't know cerberus, but maybe there are ideas to borrow.
This is their opinion: The main points were with regards to the user interface. Many operations like closing a ticket, moving a ticket, commenting on a ticket, deleting a ticket, etc. feel cumbersome compared to Cerberus. Better handling of escalation/due times is required. More appealing visual interface in regards to fonts, use of the display space and colors; I know I can change certain things, but they're talking about "out of the box". Better handling of autoresponses per queue, per sender, etc. Some of these sound pretty small, but when I listen to them describing them, there are a lot of things IN the above points that expand to big issues for them. -joho