Zendesk seems to have their own definition of what "open source" means, contrary to everyone else:
> An open source ticketing system is software that service teams use to document customer issues. The system helps these teams correctly route, resolve, and track all their customers’ problems and requests.
But then go on to state:
> Open source support ticket systems are unique in that anyone is free to inspect, modify, and enhance the underlying code that’s used to build the ticketing system. [including a link to https://opensource.com/resources/what-open-source]
I'm interested to see where I can "inspect, modify, and enhance the underlying code" for Zendesk? I've used it sometimes in the past, but never seen any of the underlying code for it.
Edit: seems to contradict themselves a couple of more times in the article too. Here is another passage under "Cons of an open source help desk ticketing system":
> With a help desk like Zendesk’s, all it takes is a plan upgrade to access a whole bevy of new features. But with fully open source systems, modifying the code can take multiple days—or weeks if your developers are busy.
Seems they are saying here that Zendesk is not a "fully open source system", judging by that?
More:
> [...] if you have a strong development team ready to go, an open source ticket system could be for you.
> On the other hand, if you have a lean team, or if you want a full feature set that’s ready to go, Zendesk is your best option.
It's funny that the sales team who wrote that article actually show they don't know what they are writing about, and probably had to meet some word count. In any case, it probably sells, why it is still online.
> An open source ticketing system is software that service teams use to document customer issues. The system helps these teams correctly route, resolve, and track all their customers’ problems and requests.
But then go on to state:
> Open source support ticket systems are unique in that anyone is free to inspect, modify, and enhance the underlying code that’s used to build the ticketing system. [including a link to https://opensource.com/resources/what-open-source]
I'm interested to see where I can "inspect, modify, and enhance the underlying code" for Zendesk? I've used it sometimes in the past, but never seen any of the underlying code for it.
Edit: seems to contradict themselves a couple of more times in the article too. Here is another passage under "Cons of an open source help desk ticketing system":
> With a help desk like Zendesk’s, all it takes is a plan upgrade to access a whole bevy of new features. But with fully open source systems, modifying the code can take multiple days—or weeks if your developers are busy.
Seems they are saying here that Zendesk is not a "fully open source system", judging by that?
More:
> [...] if you have a strong development team ready to go, an open source ticket system could be for you.
> On the other hand, if you have a lean team, or if you want a full feature set that’s ready to go, Zendesk is your best option.