Multi-Channel Support - is OTRS "future-ready"?

[HHansen]

Dear Community,

as fancy cloud-based helpdesk solutions constantly appear out of the nothing, I start to ask myself whether OTRS is ready for the future or not?

I mean I don't see Facebook, Twitter or Jira-Integration or at least a Live-Chat anywhere down the road, or have there been announcements regarding that?

I'd be glad to hear your opinions on that.

Cheers,

Hans

[crythias]

Out of curiosity, what would the application of any of that be with respect to a helpdesk ticketing system? Most of the above handle email gateways anyway, and do you really want to send a personal help response, which may have personal, proprietary or security information, to a social media?
Also, you probably wouldn't *necessarily* create tickets based upon random user's posting to those sources. "If you send a tweet to #HelpMe, I'll create a ticket for you ... and the world ... to see."

I'm not involved with the decisions or direction of OTRS development. Put a business use case forward, and I'll probably have a different opinion.
Live Chat? I can see that, potentially.

[jojo]

A lot of the development of these kind is founded by customer requests. So if you need these kind of functionality you should invest so anybody can profit from this.