zammad - user support/ticketing solution
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Install with Docker — Zammad documentation
https://docs.zammad.org/en/latest/contributing-install-docker.htmlSource code
https://github.com/zammadZammad Reviews - AlternativeTo.net
https://alternativeto.net/software/zammad/reviews/Open Source Self-Hosted Zammad Alternatives - AlternativeTo.net
https://alternativeto.net/software/zammad/?license=opensource&platform=self-hosted -
Working on packaging this, but elasticsearch comes up pretty quick as a blocker - rather than just cramming it into the app image and trying to work that out with all the somewhat obvious pitfalls I can foresee, I was wondering what progress if any has been made on an elasticsearch addon. It seems to have been last discussed on the Nextcloud Fulltext Search thread, but that was quite a while ago. Either way, this and likely other apps are starting to add to the use cases beyond NextCloud that would be unlocked by that add-on.
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@jimcavoli Elasticsearch is quite the beast. It requires java which increase the memory usage a lot. This is why we haven't looked into this more actively.
BTW, @nebulon made lots of progress with freescout - https://git.cloudron.io/cloudron/freescout-app . I think it's mostly working. But the LDAP module has to be purchased (which I think is OK). We just have to figure out how it can have a proper flow in Cloudron (we have contacted the author)
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@girish Understandable on elastic; starts me wondering about more flexible ways to handle the addons in the future - making them more JIT-included pending resource checks and so on...sort of dovetails with my existing thought experiments for a heavier-duty cluster manager than raw docker, especially for larger or more HA setups. In any case, I'll also look forward to the release of FreeScout (I also had that mostly packaged locally - should have pushed/shared earlier!) in the mean time, and keep poking at some other things to package while I mull over the future state possibilities. Helm charts come to mind, but there's a lot to unpack there too.
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Zammad now integrates nicely (i.e. you can display a Zammad widget on the new Nextcloud Dashboard, and search Zammad tickets within Nextcloud) with Nextcloud 20, so another reason to upvote it
See
https://nextcloud.com/press/pr20201003-5/
https://apps.nextcloud.com/apps/integration_zammad
https://help.nextcloud.com/t/nextcloud-hub-20-debuts-dashboard-unifies-search-and-notifications-integrates-with-other-technologies/93838 -
Last time I checked, zammad required elasticsearch, which is not exactly a lightweight dependency.
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@nebulon said in zammad - user support/ticketing solution:
Last time I checked, zammad required elasticsearch, which is not exactly a lightweight dependency.
Fair point, but it'd also be awesome to get elasticsearch in Cloudron!
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@nebulon Still makes sense to have Zammad on Cloudron to enjoy its LDAP, Email, Backup and trouble-free update benefits. Elasticsearch can be run on a separate non-Cloudron server by those (like me) who need it...just like you have Greenlight on Cloudron and the BigBlueButton server is non-Cloudron.
The latest Zammad admin docs say:
" Elasticsearch (optional): Zammad uses Elasticsearch to 1) make search faster and 2) support advanced features like reports or searching by email attachment contents. This becomes increasingly important as the number of tickets in your system gets larger and larger.
This dependency is optional but strongly recommended; Zammad will work without it, but search performance will be degraded, and some features will be disabled."
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@nebulon More from Zammad on "Running without Elasticsearch: "There are however certain scenarios when running without Elasticsearch may be desired, e.g. for very small teams, for teams with limited budget"
https://github.com/zammad/zammad-docker-compose#running-without-elasticsearchThis, I guess, captures the typical Cloudron user's usecase!
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I suppose if we incorporated advice on how to use a managed elastic instance like the one they operate through https://www.elastic.co/ would make it reasonable to make the default package lighter weight, and optionally scalable to a larger installation...thereby kicking the elasticsearch can down the road once again, but scoring another app package. I'll have to think on the pro/con for that before adjusting the (currently shelved) packaging effort.
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@jimcavoli said in zammad - user support/ticketing solution:
I suppose if we incorporated advice on how to use a managed elastic instance like the one they operate through https://www.elastic.co/ would make it reasonable to make the default package lighter weight, and optionally scalable to a larger installation...
That is what I am planning to do!
@jimcavoli You might also be interest in this implementation of Zammad which adds WhatsApp and Signal as additional channels.
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This is good news, so that makes it kind of viable to be packaged for Cloudron.
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Yeah, I think I'll pick this one back up once I'm done faffing about with OpenSlides. Especially with the NextCloud integration, but mostly just because I sort of hate osTicket's prevalence with a fiery passion. I find it to be way under-capable and over-used as a general rule, and I don't love that the interface is basically as it was circa like 2008 either. Zammad for the win, hopefully soon!
