ARMScotty

As far as theming goes, we are aiming to have customizable colors, etc. starting off. The UI/UX will be completely modern and responsive so there won’t be too much you’ll need to customize anyways. Stay tuned!

Cheers.

    6 months later

    Hi @KevinTheJedi,

    As we find ourselves in mid-2024, do you happen to have any updates on the timeline for osTicket 2.0?

    Also, do you know if there is an enhancement that will allow you to put in a brief description of the help topic that can show up below the drop-down to explain what that option is for? If not, how do we make feature/enhancement requests?

    Thank you!
    Ryan

      4 days later

      Well, for us we hit the end of the road this week. While it is interesting to see the roadmap and progress, the fact that there are less than 25% of the items done means that this new version will not be ready in 2024, or 2025. And mark my words, probably not 2026 either. Just the reality of things and I doubt many on the thread here would disagree too much. Not trying to be pessimistic, just realistic. Its been 2 years, so 25% in 2 years. Even if it was 50%. We all know that after its done, we are probably talking of 1 to 2 years just in debug time. So a real stable version will be like in 2028. In the last 2 years we managed to talk with our customers about the reasons for our helpdek/ticketing system being so out of date in terms of look and feel. Even with the awesome OST plugin we purchased and then customized. But at one point, customers expect more. Especially when they are paying us hundreds of thousand of dollars a year per account. OST was good when we were a small startup, but things have changed. So this week we are completing our evaluation of potential products, in order to replace OST in the coming weeks. Well, it might take 3 months to complete, but is in motion and we will not be coming back. A bit sad since our agents got to train, learn and find ways to make some functions work. But now we start over with a new system. Not fixed on open source of paid just yet, but in our case this will not be a determining factor. We need to show a system that customers will like to use and not complain each day how old it is. In the last 3-4 years I have literally heard all the jokes possible on our OST system. Good luck to all those than can afford to wait, hope it will be worth it. - Cheers - M

        Absolutely mind-blowing to me that anyone would complain so incessantly about an excellent, open source product, which he has been using for free.

        But this guy goes on to say that he's been making "hundreds of thousand of dollars a year per account" with the help of osTicket.

        One would expect his post to read, "Sadly, we are moving on but THANK YOU SO MUCH for your efforts!"

        Or

        "I have made a small fortune through reselling osTicket to my clients. What resources do you need to move this project forward? Please let me know how I can contribute."

        🙏

        24 days later

        I understand how exhausting it can be to rewrite an entire project. Are there any plans to make the development process more open and call for volunteers?

        Reflecting on the principles of "The Cathedral and the Bazaar," I believe that embracing the latter approach could help get things done faster. Beyond code contributions, having more contributors to drive different teams and keep the project running might be a more practical approach.

        Additionally, it might be worth considering having osticket.com and osticket.org (for example) operate as two distinct projects, similar to how WordPress and many other open-source projects are managed.

        Nevertheless osTicket is still the greatest OSS ticketing system!

          samsuresh

          That is the point of open-source, however, I think you would agree that we need a solid, fully-flushed out base (core) for people to contribute to first. Let's say people start contributing code right now and then we decide to change a major part of the core..then people wasted all that time for nothing. People don't realize that we are doing this completely from the ground-up. We are completely rewriting every. single. thing. We are introducing brand new features, expanding existing ones, completely reworking major/core features, etc. It takes a LOT of planning, discussions, mockups, designs, development, testing, scrapping projects, redoing code, updating the core framework, and so SO much more. I think I could write a whole novel on the stuff we have to do. So it's not as easy as opening the repo up to people and let them contribute blindly. With this being said, all of the community contribution stuff will come when it's ready. We plan to have things like Coding Standards, Syntax Formats, Styling Guides, Feature Outlines, Scope Document formats, Feature Tests, etc. (the whole nine) to make it as smooth and as easy as possible for people to contribute. Obviously not all of that will come right away; it will take time and will all be released over time.

          I guess you don't know about SupportSystem? osTicket is the free-open source product and SupportSystem is our closed-source cloud hosted product.

          Cheers.

              3 months later

              KevinTheJedi Hi Kev
              Had a squizz through the docs but with limited Dev experience thought I'd pose the question here - will 2.0 or 1.19 (maybe?) have the capability of API read/write of tickets? We want to use some RPA through API

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