Hello, We're long time Cerberus users considering a change. Cerberus has been a good solution however their recent changes to V3, coupled with a requirement to purchase a new full license in order to upgrade, have us looking at the competition. Obviously Kayako looks great and has tons of features, but it seems everyone has two consistent complaints: 1) Support isn't very good 2) The product has numerous defects I don't care much about support if the product works as advertised. For us, we're a fairly low volume operation (so far as trouble tickets are concerned) so our needs aren't that out of the ordinary. We want a helpdesk that works reliably. Notifications are particularly important. So tell me - are the reports of bugs overblown? Or is it as bad as everyone says it is? How often do you or your staff find defects in the core product? Would you buy Kayako again? If you don't want to post in the open forum please PM me your comments. Thanks!