Hi Darshak,
Since your volumes is high you must be having some processes in
place too.
With the processes in place you would require to monitor them
through runtime reports and reports based on historic data.
This is where OTRS is a little empty.
As you might have found out by now, OTRs is quite a powerful
tool with lot of customization , workflow and tools to implement ITIL.
Also regarding volumes we do face problems when we receive tickets
in range of 180-190 in 7 hours, the system gets slow.
Our installation in on a virtual VM with Intel(R) Xeon(R) CPU E5410
@ 2.33GHz, 2Gb RAM, and 300 GB Diskspace.
We are investigating, though our installation is out of the box
installation.
Personally I found RT and OTRS very good. Both very good in customization
and features. But OTRS scored with it’s ITIL integration.
Incase you don’t mind putting in some money you may give a
look to manage engine’s Helpdesk/Service Desk and also IT360
They are vgood like OTRS and ahead as well with very good
reports and custom reports. The installation is also pretty easy.
http://www.manageengine.com/help-desk-software.html
Hope this helps.
Regards
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils
Leideck - ITSM
Sent: Saturday, October 16, 2010 6:31 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Comparing OTRS with other ticket system
Hi Darshak,
Welcome to the community, first of all! ;-)
For details about features to compare it with other systems,
I would suggest to contact enjoy@otrs.com.
Regarding your question about benchmark:
All I can say is that 10000 tickets should not be the
problem to create, it is just one ticket per 8.5 seconds.
You should of consider if the ticket is closed with 4 or 5
actions or if there is a high traffic in terms of customer contacts for a
single ticket.
1000 Agents, well … AFIAK we have such systems, but I
am not sure if there is one running on a single box - might depend on the
definition of “a single box”.
On 16.10.2010, at 18:48, Darshak wrote:
I have to propose a ticket system to my company. I have gone
thru different ticket systems.
Can you tell me what are unique features in OTRS over other systems like
RT,OSTicket,KAYAKO etc.
Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000 agents
on single box [ good quality hardware]?
--
Best Regards,
Darshak Modi
+91 9909008245
darshakamodi@gmail.com
Cheers, Nils
—
Nils Leideck
Senior Consultant
http://webint.cryptonode.de / a Fractal project