🚨 osTicket 2.0 - Forum Announcement 🚨

KevinTheJedi

Today we’re excited to finally share something we’ve been working toward for a very long time.

osTicket 2.0 is ALMOST here!

For the team, this upcoming release represents years of work… and for at least one of us (me), a decade or more 😉 There were moments when the road forward felt long, complicated, and occasionally uncertain, but we kept going because we believe deeply in the project and the community that surrounds it.

Along the way we realized we needed a place to share the technical side of this journey; the architecture decisions, the lessons learned, and occasionally how the sausage gets made. That’s why we’re launching next.osTicket.com, a developer-focused site where we can go deeper into the engineering behind osTicket 2.0 and upcoming features.

If you’re curious about how we got here (and why rebuilding osTicket took so damn long) we shared the story behind the rewrite in Welcome: The Upgrade Story.

Many of you have been with osTicket for years; something a long-time community member recently captured beautifully in a forum post about osTicket Origin Story. Over that time you've helped each other in the forums, reported bugs, suggested features, and shared how osTicket powers your organizations. Your feedback and patience (and the occasional roast 🤭) have played a huge role in getting us here, and for that we can’t thank you enough!

The upcoming osTicket 2.0 release is a big step forward for the project, laying the foundation for where osTicket will go next.

If you want a quick overview of what’s new, we’ve put together a highlights page that walks through some of the major improvements in 2.0.

And if you’d like to dig deeper into the ideas behind the release — from the architecture to the data model — we’ve started publishing a series of posts on the next.osTicket.com blog.

It’s been a long road getting here, but mama we’ve almost made it!

Thank you for being part of the osTicket community. ❤️

kenttecltd

How amazing to hear this news! We’ve been appreciating and using osTicket for almost a decade now. Exciting to see the new release. Many thanks for your hard work over the years. It’s helped us communicate and support our clients in a very professional manor. You’re the bee’s knees!! Kent Tec Team

K12-itPerson

Okay now this is awesome. As a user for the past 6 years, this is going to be a game changer for my organization. Super excited about what is too come!

mLipok

So I am waiting this time with impatience and excitement.

Jsezze

Great things take time. Rebuilding the architecture for 2.0 is the right move for the future. Can't wait to see how the new data model handles our high-performance needs. Congrats team!

devmansur

@KevinTheJedi Finally, we got it. Great work, it looks amazing. we dont have to deal with mods or plugins anymore 🙂

nt8x

Release pleaseeeeeeeeeeee : : 🇩

ametcalfe

Folks!! 🥹😍🫶🏻

tauthement

Hi Kevin,

Congrats on the upcoming release! I work at a state university in Louisiana and we have an upcoming deadline to make sure our sites are WCAG 2.1 compliant for accessibility. Will OSTicket 2.0 be implementing the WCAG 2.1 guidelines?

Also, will it support SSO using SAML or OAuth?

Thanks!

KevinTheJedi

tauthement

Accessibility and following the latest standards is actually a focus of ours in the rewrite. This means we will be providing better accessibility support and eventually should cover all WCAG guidelines.

Cheers.

tauthement

KevinTheJedi That's great to hear! Will SSO be supported as well using SAML and/or OAuth?

KevinTheJedi

tauthement

We will port all currently available plugins to v2.0. The plugin architecture is changing dramatically but the core functionality of each will still work as intended.

Cheers.

miguelss

Thanks for many years of work, and of course, with a great support!

GamingSanctum

Beyond exciting to see an official announcement. Thank you to you and your team for all of the hard work. Anxiously awaiting release!

stevland

I have devoured the entire next.osticket.com subdomain.

Peter's post where he talks about the hidden complexity of rewriting mature software really resonated with me. It's one thing to write new code. It's something else entirely to replace twenty years of accumulated decisions, edge cases, and bug fixes that are baked so deep into the codebase that nobody remembers why they're there until they're gone. The fact that you guys didn't just push through a naive rewrite but waited until you had the right architecture, the right tools, and the right people says a lot about how much you respect the project and the organizations that depend on it.

I also just want to say: enjoy this time. The kind of work you're doing right now, rebuilding something from the ground up with a team that believes in it, these are the moments you'll remember for the rest of your careers. Soak it in.

And Peter, I appreciate the acknowledgement. "Awesome-er" is a bold claim, and the screenshots appear to deliver. I consider this an official declaration of an arms race, and I am absolutely here for it. You've just given me a challenge to raise the bar again. The community wins either way, which is kind of the whole point.

Congratulations to the whole team. Looking forward to everything that comes next.

peter

stevland

First off thank you @stevland. That was incredibly thoughtful, and I’m glad the rewrite story resonated. You captured exactly what made this so hard: not writing new code, but replacing years of decisions that only make sense once you try to remove them.

And on the “Awesome-er” front… I think we should officially call off the arms race before it gets out of hand 😉

In all seriousness, your project was one of those signals we couldn’t ignore. It both hurt and helped; in the best way possible. You were absolutely right to call us out, and that nudge from the community is part of what pushed us to finally do this the right way.

What we’re building now is a bit different from just a UI refresh. The new architecture — especially the projection model — means the interface is no longer tightly coupled to the backend. In theory (and soon in practice), it should be possible to completely reshape the UI, skin it, or even rethink layouts in ways we haven’t imagined yet.

Which is a long way of saying: we’d love to collaborate.

If “Awesome-er” becomes something the community builds on top of the platform instead of alongside it, I think everyone wins — especially users.

Also… I guess this is me officially coming out of hiding. First post in years, and of course it had to be for this thread.

Appreciate the kind words, the challenge, and everything you’ve contributed. Looking forward to what we can build together next.

jansip

Hello, I just came across your project. It looks cool. Any idea when you release? we are currently facing decision on choosing ticketing software with SLA monitoring and i must say NEXT is what i want to use! :-) Thank you.

KevinTheJedi

jansip

You can review the FAQ section for that information.

Cheers.

stevland

peter

Peter, I can't tell you how honored I am that you broke your silence to respond to me.

The funny thing is, in a weird way, I feel like I've been walking in your footsteps for years. Scouring through osTicket's source code looking for ways to hook in my CSS, I could see the evolution of your thinking as HTML standards changed under your feet. There's ancient code in there that tells a story most people will never read. And it gave me an appreciation for how incredibly complicated the whole thing really is. I always imagined that at some point you'd need to start from scratch. After all, you surely had no idea when you started that you'd still be working on it 20 years later with a team of employees and your code running around the world.

I recall seeing you in the forums ten years ago, but I never had any direct interactions with you until now.
I meant every word of the Origin Story. It's a genuinely inspiring journey. I've been contemplating writing something like that for a while, and it feels like it landed at just the perfect moment.

And yes, consider the arms race officially stood down. I think we both have better things to do. 😉

For what it's worth, I know "it both hurt and helped" couldn't have been an easy thing to write. That kind of honesty is rare, and it means a lot coming from you. I'll return the favor: elsewhere in the v2 docs, there's a line about eliminating "fragile third-party hacks." I know that wasn't aimed exclusively at me, but I'd be lying if I said it didn't sting. It also made me realize how it must have felt all these years while I was poking fun at the osTicket UI. I'm honestly surprised by how personal these things can feel. But when you've poured years of your life into trying to make something great, I suppose it ends up being more than just code.

I hope to make it back to Louisiana one day. When that happens, lunch is on me.

stevland

peter

it should be possible to completely reshape the UI, skin it, or even rethink layouts in ways we haven’t imagined yet.

P.S. This is really exciting!