With our 14 years of experience in helpdesk and customer service (especially in OTRS) there is no challenge we are not prepared for. As an independent OTRS service provider we make impossible functions possible.
The development department is staffed by a perfectly coordinated team that works closely together and is deployed as required. The competences cover the complete spectrum of application and web development.
OTRS already offers a large range of functionality. Sometimes additional features or the enhancemend of existing ones are needed. This includes e. g. new input fields with special properties in ticket dialogs, data exchange with third-party systems or the migration of existing features, so that they can run on a newer OTRS version.
Every add-on is provided as an OPM package with a unique version number so that they can be conveniently installed via the package manager. These packages have a clearly defined state, which can be transferred 1:1 to various OTRS installations (staging setups). This prevents "headaches" from manual changes when used in multiple OTRS installations and later migrations to a newer version.
Each add-on contains a detailed documentation describing the feature, installation and configuration. It is the key to using and configuring a package. Whether it's one of our standard packages or a custom development.
Part of each extension are tests. We differentiate between unit, integration and UI tests. These tests are run automatically during development in our CI environment, ensuring that the package works properly at all times. This ensures the stability of the existing functionality even on further development of the package.
OTRS is an open source project. That's where our roots are and what our hearts beat for. Over the years we have made numerous enhancements in collaboration with our customers accessible to the general public or even developed directly for the community. Even today this is by no means a matter of course in the industry and we are often asked why. In the overall picture, however, it makes sense: Our customers benefit from the free maintenance of the extension, even for future versions. Pay once, use forever. We, in turn, do what drives us and prove our skills, transparent and open to everything that comes along. The community can then use the extension free of charge, without any hooks. Just because. And when it comes back to something in the form of contributions to the extension, our heart beats each time a little faster.
But it can also be the other way around: A free add-on is missing the one function that makes it perfect for the individual purpose? No problem. We use the existing one as a basis and expand it with the useful feature - which then benefits all. Cost and benefit efficiency at an extended level.
This attitude has brought us to where we are today. And we can not be dissuaded from this path. In the future, too, we will develop and share features that are still missing despite OTRS' unrivaled functionality. Open and together, that's what's open source and makes us a strong team.
OTRS is a performance-driven system. But that too has limits. Particularly in applications with very high ticket volumes or special reporting requirements, the system is getting slower and slower. It is important in such scenarios that the system still works as expected for the users. The acceptance decreases and the motivation suffers. In other cases the system will get slow very quickly. When you experience performance issues, you might not know where to start the search for the cause of the problems.
No matter what, with our experience and the specially developed tools, we will assist you with words and deeds. Our analyses are always individual, pragmatic and purposeful. We get to the bottom of the cause, understand the collected information and provide technical solutions. Before you know it, the problem is solved.