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Frequently Asked Questions

Common questions and answers about GOTRS.

Frequently Asked Questions

Find answers to common questions about GOTRS installation, configuration, and usage.

General Questions

What is GOTRS?

GOTRS (Go Open Ticket Request System) is a modern, open-source ticketing system designed to replace OTRS with better performance, security, and user experience. Built with Go and React, it provides a scalable, container-native solution for IT service management.

How is GOTRS different from OTRS?

Key Differences:

  • Modern Architecture: Go backend with React frontend vs Perl/Apache
  • Container Native: First-class Docker/Podman support out of the box
  • Better Performance: Significantly faster response times and lower resource usage
  • Security First: Rootless containers, modern authentication, comprehensive security scanning
  • Cloud Ready: Kubernetes and OpenShift compatible from day one

Is GOTRS compatible with OTRS?

Yes, GOTRS is designed with OTRS Community Edition compatibility in mind:

  • Compatible database schema for smooth migration
  • Similar workflow concepts and terminology
  • Migration tools to import OTRS data
  • Familiar user interface patterns

Installation and Setup

What are the system requirements?

Minimum Requirements:

  • 2 CPU cores
  • 4GB RAM
  • 20GB disk space
  • Docker or Podman

Recommended for Production:

  • 4+ CPU cores
  • 8GB+ RAM
  • SSD storage
  • Load balancer
  • External database

Can I run GOTRS without containers?

While GOTRS is designed for containers, it can run natively. However, we strongly recommend using containers for:

  • Simplified deployment and updates
  • Better security isolation
  • Easier scaling and management
  • Consistent environments across dev/staging/prod

Does GOTRS support Kubernetes?

Yes! GOTRS is designed to run well in Kubernetes:

  • Rootless containers for security
  • Health checks and probes
  • ConfigMap and Secret support
  • Horizontal pod autoscaling
  • OpenShift SCC compatible

Features and Functionality

What features are currently available?

Current Status: GOTRS is in active development (MVP phase)

Planned MVP Features:

  • Core ticket management
  • User authentication and permissions
  • Basic email integration
  • REST API
  • Web interface
  • OTRS migration tools

Future Features:

  • Advanced workflows
  • Reporting and analytics
  • Multi-tenancy
  • SSO integration
  • Mobile app

How do I migrate from OTRS?

See our detailed Migration Guide for step-by-step instructions. Key points:

  • Database compatibility layer
  • Automated migration tools (in development)
  • Professional migration services available
  • Minimal downtime migration possible

Does GOTRS support email integration?

Email integration is planned for the MVP release:

  • Incoming email processing
  • Outgoing email notifications
  • Email templates
  • SMTP configuration
  • Spam filtering

Technical Questions

What database does GOTRS use?

GOTRS uses PostgreSQL 15+ as the primary database:

  • ACID compliance and reliability
  • Excellent performance for ticketing workloads
  • Advanced indexing and query optimization
  • JSON support for flexible data structures

Can I use external databases?

Yes, GOTRS supports external PostgreSQL databases:

  • Cloud databases (AWS RDS, Google Cloud SQL, etc.)
  • On-premises PostgreSQL clusters
  • Managed PostgreSQL services
  • High availability configurations

How do I configure HTTPS/TLS?

GOTRS supports multiple TLS configurations:

  • Reverse proxy (Nginx, Traefik, etc.)
  • Load balancer termination
  • Built-in TLS support (coming soon)
  • Let’s Encrypt integration

What about backups?

Backup strategy depends on your deployment:

  • Database: PostgreSQL dump/restore or continuous archiving
  • Files: Volume backups for attachments and uploads
  • Configuration: GitOps for configuration management
  • Automation: Scheduled backup scripts included

Support and Community

Where can I get help?

Community Support:

Professional Support:

  • Commercial support by Gibbsoft Ltd (coming Q4 2025)
  • Professional services and consulting
  • SLA-based support plans
  • Custom development and integrations

How can I contribute?

We welcome contributions! See our Contributing Guide for:

  • Code contributions and bug fixes
  • Documentation improvements
  • Translation support (future)
  • Community support and testing

What’s the project roadmap?

See our detailed Roadmap for current development phases:

  • Phase 0: Foundation and CI/CD (completed)
  • Phase 1: MVP core features (in progress)
  • Phase 2: Advanced features (Q1 2026)
  • Phase 3: Enterprise features (Q2 2026)

What license does GOTRS use?

GOTRS is licensed under AGPL-3.0:

  • Open source and free to use
  • Copyleft license requiring source disclosure for modifications
  • Commercial licensing available for proprietary modifications
  • Website content under Creative Commons

Can I use GOTRS commercially?

Yes! GOTRS can be used commercially under AGPL-3.0:

  • No licensing fees for standard use
  • Must provide source code if distributing modified versions
  • Commercial support and services available
  • Trademark usage guidelines apply

Who develops GOTRS?

GOTRS is developed by Gibbsoft Ltd with community contributions:

  • Open development process on GitHub
  • Community-driven feature requests
  • Professional development team
  • Commercial support and services

Don’t see your question? Ask in our community discussions or check our documentation.