Where it fits
Support teams consolidating email and service requests.
Trade-offs and limitations
Channel coverage and existing helpdesk automations may differ. Search, mail delivery and attachment storage need operating capacity.
Deployment and technology
Ruby · PostgreSQL · search service. Self-hosting requires a supported deployment, capacity planning and a named maintainer. Consult the official installation guide for the current version.
Portability and integration
| API | REST API |
|---|---|
| Authentication | Review SAML, OpenID Connect and directory documentation |
| Data export | API plus database and attachment backups |
Migration considerations
Retain ticket IDs, chronology, attachments, requesters and agent permissions; check SLA semantics.
Security and ongoing costs
Budget for infrastructure, implementation, monitoring, patching, backups, restore tests and user support. Check the supported release and current advisories with the project. An open licence is not a security guarantee.
Freedom score and exit difficulty
A complete, evidence-backed assessment of all 15 criteria is required before publishing a score. Exit difficulty depends on your customisations, data model, integrations and operating documentation. This profile does not claim a hands-on benchmark or a complete security assessment.
Primary sources
Profile reviewed 2026-09-12. Verify the exact release, edition and extensions before implementation.