[Feature]: Create dedicated external ticketing system

[jonbarrow]

Right now we have no infrastructure in place to handle user support tickets. The best we have is the forum/Discord, but those each have issues:

1. The forum software we use, Discourse, is not really designed for private tickets. People voted against making stuff like ban appeals public, so we need something private
2. Discord is tied to Discord, which not all users may have. It also prevents users who were banned from the Discord server from having issues resolved

We also have not found ANY existing ticketing software which is able to handle all of the following:

• Free/cheap (man ycharge, even for self-hosting)
• Can be (easily) self-hosted (many only offer paid hosting, or are really bad at being self-hosted)
• Can integrate with existing account systems (we MUST be able to integrate with PNIDs)
• Easy to use/navigate (many ship with confusing setups, limited features, or confusing UIs that are hard to navigate)

Due to this, we will likely need to roll our own. We don't have to get fancy with it, a simple server with a Mongo database should be all we need really

[AToska21]

Wasn't there work being done on the account (or website, i forgot) repo for osTicket integration? Or is that not feasable?

[jonbarrow]

The issues on this repository are all old besides the GDPR ones. Some of them have been open for several months. I just assigned them here today so that they'd have an actual home, which is why they look new

But truth be told, I'm not a huge fan of osTicket and only reluctantly said to add it after the Discord mods kept asking. But personally I hate it

[AToska21]

The issues on this repository are all old besides the GDPR ones. Some of them have been open for several months. I just assigned them here today so that they'd have an actual home, which is why they look new

But truth be told, I'm not a huge fan of osTicket and only reluctantly said to add it after the Discord mods kept asking. But personally I hate it

I used osTicket once. I didn't really like the UI, too convoluted. I could try making something based on Mongo like you said. (it'd be either in JS or TS)