Questionnaire for Migration Support Request

A migration / upgrade is highly depending on your existing installation. So there are a bunch of questions which need to be clarified. This are:

what operating system do you use?
what software/package versions do you use?
your installation size of the ticket system?
your backend of the ticket system?
existing integrations

Please provide us following details:

Name *

First

Last

Email *

Confirm Email

Business / Organization *

Phone *

To get a quick and efficient clearance of your needs, our experts will call you.

What is your current Ticket-Systems? *

OTRS
Znuny
OTOBO

Specific installed version *

What is your specific installed version?
The version is typically something like
5.0.26

OTRS version *

Where do you need support? *

Agent trainings
Initial Setup
Configuration Support
Automation Support
Generic Agent Support
Process Management Support
Custom Development Support
System Integration Support - Redmine
System Integration Support - Jira
System Integration Support - vtiger
System Integration Support - Shopify
System Integration Support - Shopware
System Integration Support - Magento
System Integration Support - SAP one
System Integration Support - ERP
System Integration Support - Office 365
System Integration Support - custom
other

System Integration Support - custom *

Other *

Your Support Request *

Do you have any Specification (SRS) or Requirements document to share to our experts? *

Specification or Requirements document

Click or drag files to this area to upload. You can upload up to 10 files.

Spam Protection *

Please enter the result of the calculation in the field above. This is for spam protection so that only people can use the form to send email.

Do you need help with Znuny / OTRS?

We have lot of experiences with OTRS and Znuny and can help you with your issues. Get in touch with us and we will check if and how we can help you.

Get help now

Do you need help with Znuny / OTRS?

We have lot of experiences with OTRS and Znuny.
We can help you with your issues to solve them.

From giving you support up to implementing integrations to your existing systems.

Get in touch with us and we will check if and how we can help you.

Get OTRS/Znuny/OTOBO Support

Name *

First

Last

Email *

Confirm Email

Business / Organization *

Website / URL

Our support experts prepare themself, by reviewing your business. Please Share your website URL

Phone *

To get a quick and efficient clearance of your needs, our experts will call you.

Preferred communication language *

We communicate in English.
Maybe we can communicate in your native language too. So please let us know your native written and spoken language.

For what Ticket-Systems do you need support? *

OTRS
Znuny
OTOBO

What version are you running? *

if you do not know, simply write: do not know

Where do you need support? *

Agent trainings
Initial Setup
Configuration Support
Automation Support
Generic Agent Support
Process Management Support
Custom Development Support
System Integration Support - Redmine
System Integration Support - Jira
System Integration Support - vtiger
System Integration Support - Shopify
System Integration Support - Shopware
System Integration Support - Magento
System Integration Support - SAP one
System Integration Support - ERP
System Integration Support - Office 365
System Integration Support - custom
other

System Integration Support - custom *

Other *

Your Support Request *

Do you have any Specification (SRS) or Requirements document to share to our experts? *

Specification or Requirements document

Click or drag files to this area to upload. You can upload up to 10 files.

Your environment

We have different partners for different tasks and company sizes.
To assign you the right partner and thus the proper system engineers, we would like to ask you for more details about your environment.

Do you want to have a direct call with the right person? *

Yes, I will give you all required details
Yes, but only for the accounting/sales level (no technician)
No, I require a first generic call with your first level support/sales agent

The more details we get the quicker we can narrow down to the right persons.

What are your roles for your ticket sytem? *

Service Agent (You handle tickets in your organisation)
Managing Assistant (you organize tasks for your managers)
Technical Assistant (you are responsible for organizing technical tasks in your technical team)
Developer (you are reponsible to programm new features into or with your ticket system)
Software Architect (you are repsonsible to define how to integrate existing solutions on code or api level)
System Engineer (you are responsible to ensure that your ticket system is installed and running properly)
Solutions Architect (you are responsible to decide how to setup the ticket system, how to run it)
Service Manager (you are responsible for ensuring top services to your clients via your ticket system)
Product / Project Manager (you are responsible for integrating your ticket system properly into your organization)
Department Manager
Area Manager
Chief Human Resources Officer / CHRO
Chief Technology Officer / CTO
Chief Marketing Officer / CMO
Chief Financial Officer / CFO
Chief Operating Officer / COO
Chief Executive Officer / CEO

Please select your roles

Have you already tried to solve your named issue? *

yes, myself
yes, someone in my organisation
yes, an external resource or company
no, nothing tried so far

What have you tried, what has failed, what is broken? *

Do you have a separate (clone) of your ticket system as test or stage environment? *

yes
no, but would like to have
no

with a cloned environment we can try out changes first, without breaking the environment for production. The bigger your organization is, the more critical this point is getting

What service times do you have for your ticket system? *

24h / 5d (mutliple work-shifts to process the tickets), 2 days maintenance slots
24h / 6d (you have mutliple work-shifts to process the tickets), 1 day maintenance slots
24h / 7d (you have mutliple work-shifts to process the tickets), no or nearly maintenance slots
5 business days, max 4h maintenance slots on business days
5 business days, max 8h maintenance slots on business days
5 business days with max 12h (or more) maintenance slots on business days
6 business days, max 4h maintenance slots on business days
6 business days, max 8h maintenance slots on business days
6 business days with max 12h (or more) maintenance slots on business days
no

with a cloned environment we can try out changes first, without breaking the environment for production. The bigger your organization is, the more critical this point is getting

How many new tickets do process in average per month? *

If you do not know, do following:
- login to your ticket system as administrator with full rights
- search for all tickets in the period of the last 3 months, e.g. from 1. March to 31. May
- divide the count by 3
- share the result here

How many service agent accounts do you have working on your ticket system? *

go to the admin page and get the amount of valid agents

How many service agent agents work in parallel on your ticket system? *

e.g. if you have a 3 shift team for the ticket handling and

Common details

Your query reference number *

autogenerated, or you can place here your reference number like a ticket number

Spam Protection *

Please enter the result of the calculation in the field above. This is for spam protection so that only people can use the form to send email.

Questionnaire for Migration Support Request

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Do you need help with Znuny / OTRS?​

Your environment

Common details

Do you need help with Znuny / OTRS?