ywarnier

OTRS: Not easy to tune

    by ywarnier

The solution overall might be great (it is very complete indeed), but the code structure is very hard to get into, making process customisations (like not requiring a customer e-mail) very difficult.

The documentation provided on the website helps, but one cannot see much useful comments inside the code.

The interface is not the most beautiful I've seen, but it is almost user-friendly.
There is still place for improvements ... [More] on that side anyway.

People providing non-IT support (meaning people that are not computer-savvy) with this tool might have a hard time getting into it.
All in all, it does the job of providing a support ticket tool.

Keep up the good work, with a little more effort, this might get much more interesting to work with. [Less]

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