> "Open source support ticket systems are unique in that anyone is free to inspect, modify, and enhance the underlying code that’s used to build the ticketing system."
But then somehow they include Zendesk in the "Top 10 open source helpdesk ticketing systems". Can I see the code used to build Zendesk? Obviously not. Now suddenly the definition of Zendesk is this, which is different from the Open Source definition they themselves quoted:
> Zendesk is an open API ticket system which means third-party developers can build new integrations on our platform. Unlike other open source ticketing systems, Zendesk software offers all the advantages of open source ticketing without your team having to build a system from scratch. Zendesk’s open API ticketing system software gives your team all the tools they need to build as much—or as little—as they want.
Open API !== Open Source ticket system
Thank you for the snapshot link.
No one who understood both marketing and engineering would ever approve something like this because it wouldn't actually lead to any sales, and if by some crazy chance a buyer naively did purchase based on such a premise it would be a colossal shit-storm once they found out and they'd have to nullify the contract.
edit: As intended, when you Google "best open source helpdesk 2021," Google now just shows the following excerpt:
> Top 10 open source helpdesk ticketing systems
> • Zendesk.
> • FreeScout.
> • osTicket.
is zendesk open source?
"Unlike other open source ticketing systems, Zendesk software offers all the advantages of open source ticketing without your team having to build a system from scratch"
So, somebody at ZenDesk appears to be flexing their SEO.
1. Lie to people
2. Get Google to lie for you
3. Maintain plausible deniability
4. Hope nobody notices
5. Offer token apologies if you get caught
> 1. Zendesk
> 2. etc
> Zendesk is an open API ticket system which means third-party developers can build new integrations on our platform. Unlike other open source ticketing systems, Zendesk software offers all the advantages of open source ticketing without your team having to build a system from scratch.
And at the top:
> Best Open Source Ticketing System
> Open source help desk for a smarter, more agile customer service operation.
> Start free trial
EDIT: Here's some actual open source help desk software. Anyone got any further recommendations?
What's especially sad is I can't imagine this does them any good - the Venn diagram of people who would be fooled by this nonsense and sort of person who cares about open source seems pretty thin, so I have trouble imagining that pissing on the floor like this even helps them.
But I would encourage everyone to post the results of asking them where to download their source code.
> An open source ticketing system is software that service teams use to document customer issues. The system helps these teams correctly route, resolve, and track all their customers’ problems and requests.
But then go on to state:
> Open source support ticket systems are unique in that anyone is free to inspect, modify, and enhance the underlying code that’s used to build the ticketing system. [including a link to https://opensource.com/resources/what-open-source]
I'm interested to see where I can "inspect, modify, and enhance the underlying code" for Zendesk? I've used it sometimes in the past, but never seen any of the underlying code for it.
Edit: seems to contradict themselves a couple of more times in the article too. Here is another passage under "Cons of an open source help desk ticketing system":
> With a help desk like Zendesk’s, all it takes is a plan upgrade to access a whole bevy of new features. But with fully open source systems, modifying the code can take multiple days—or weeks if your developers are busy.
Seems they are saying here that Zendesk is not a "fully open source system", judging by that?
> [...] if you have a strong development team ready to go, an open source ticket system could be for you.
> On the other hand, if you have a lean team, or if you want a full feature set that’s ready to go, Zendesk is your best option.
I spent a good 10 minutes trying to understand what I was reading here.
What good would a closed API be that you can't access?
Similar shenanigans with other freemium products, where the bare minimum is free, but makes you dependent on shopping for the costly features.
It's extremely hard. To compare pricing, especially with concurrent users etc. I have to say, adobe is one of the most transparent in that regard, it's very clear what you will get.
they read it on cio magazine and ZenDesk have "open source" api.
But the mere fact that you can read some of the tickets without signing up makes it "open source".
Clever segue from "open source", to open.
Disclaimer: I contributed to iTop, but I seriously consider it as a better solution than Zendesk, especially since it is more customizable and has an integrated cmdb.
If a car dealer advertises "free floormat with purchase", and they don't give you a floormat, you sue them. If it makes it all the way to the courtroom, it's an open-and-shut case.
Based on this advertising, I bet someone with the right lawyer could compel ZenDesk to release their source. In fact I hope this happens, then maybe companies will think twice before making false claims like this
That's not even remotely how the law works.
The only case in which you might get the source code as a result is if you paid for the source code. Which is the complete opposite claim of what is being made on this page.
I don't think that's true - common law would consider the contract void when broken or not properly met, and award damages, not enforce it.
If a builder doesn't finish building a wall they award damages - they don't march them back to your house and make them finish building. That's a pretty fundamental part of common law.
It doesn't logically make sense to concurrently argue that you were misled that the software is FOSS and believe that you exchanged money for source code.
Stallman was right.
Most people do this all via GitHub, GitLab, etc.
Next, you want to create a readme file so someone new to your project could read it and understand how the code works. You can also start creating issues of features / bugs you plan to do.