Hello - I have tried about every PHP helpdesk in the search for one that fit my needs, spending a lot of time and money in the process. This includes Kayako, Cerberus, and DeskPro. I tried really hard and with the help of friends to figure out the first two. They were very complex, and ended up being spending too much of my time and my friends' time trying to figure them out. Both times, we never figured it out with enough confidence to use it will real people. I tried a couple other packages, spending more money on "tuition" but in the end did not meet my needs. Finally pulled the plug on the last one when they created a new package and stopped supporting my "lifetime" license. In desperation, I tried iKode help desk this year, vowing to stop supporting people if this one didn't work. Much to my surprise, I actually loved iKode. It is as complex as the others, but has a very intuitive interface and process flow. After a long time of testing other software, my knee-jerk reaction when using iKode was "gee I wish they had this feature", and 9 times out of 10, it was there. The friends who helped me test the other packages all agreed it was very intuitive, and had no trouble using it in a short period of time. iKode help desk has a demo version you can download and try out as well, as I'm sure the other packages do as well. I know I sound like sales rep for them, but I am really not. Just a customer with a crush. I have spent much time and much money trying for years to find a help desk that met my needs, and whose process matches mine. Obviously the other packages are fine, as many companies use them, so please don't mistake this as a slam to either of the other packages. Just sharing my experience.