Hello,
First of all, my respect for the system. I’ve already tested a few and I have to admit that Zammad is right up there with me. The intuitive, simple setup and configuration are very good.
What I don’t like so much, however, are the many feature request posts in which users are dismissed as isolated cases. I think flexible and useful time recording is essential for a ticket system. Just like a report per customer on ticket communication. Select the customer, click the PDF button and save. Unfortunately, there are still customers who want this and I see the demand for this feature very often.
With time recording, you can no longer correct the times afterwards. Unfortunately, this happens from time to time in real production world. You can’t simply delete the entire communication and rewrite it just to correct the time.
It doesn’t help much to refer to the API. I’m not a developer and if I have to have every simple feature developed first, then I might as well buy a commercial off-the-shelf solution.
I understand that as a non-profit community you have to prioritize hard, but if many people ask for a feature, you should think about it.
I think Zammad is a great ticket system, but it’s still in the development stage as far as features are concerned.
If anyone has workable (I don’t mean Excel export and sorting) solutions to the problems, I would be grateful for any advice. It doesn’t have to be free either.
5 Likes
Zammad will never leave “development” stage.
Let’s be real, there will always be new things you’ll want to have. Otherwise if we’d stop people would say “the project is dead”.
Development of things takes time and effort. You can always come and check if you can sponsor a specific functionality if you believe it benefits everyone.
What people seem to forget:
It’s easy to “demand” a functionality - but it’s not easy to build something that fulfills that request and is not an edge case for one person / company. Zammad functions have to be interesting for a high share of users, other wise we’re burning time and resources on stuff virtually nobody uses.
Also keep in mind that we have many users that ask for stuff, but the Core Team is fairly small against that. Put aside that some things have to wait for others…
You will find feature requests in every project. You will always find persons that are not satisfied.
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Well to be honest, I totally agree, and the way the the developers have such a brave way of kicking down mariadb, to prefer posgresql, because MariaDB causes so much extra "useless " programming.
Not to be funny its a very bland system and all the import and fixes, rather keep it in production, because I dont think its really ready for the real world.
Just my 2 cents worth
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That really depends on the use case. At my company we’re really happy with the modern ux/ui, available integrations and underlying architecture (modern stack). We deliberately chose Zammad over the well known available OSS alternatives because of it.
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Isn’t that the case with most if not all open-source and nonprofit SaaS solutions, though? They’re always “in development” because there aren’t enough people with the time/availability to get to the wish list and one-off feature requests? Not that as people who prefer non-enterprise solutions we users should be resigned to that kind of status quo, but saying that Zammad as a whole is not ready for wider public consumption isn’t really that helpful.