Modern and User-friendly Interface: FreeScout offers a clean and modern user interface, making it easier to navigate and manage tickets, while OTRS has an outdated and cumbersome interface.
Simpler Configuration, lightweight deployment: FreeScout's setup and customization are simpler and more intuitive, resulting in less time spent on technical configuration. Also, FreeScout is prerry lightweight, i.e. there aren't many moving part, meaning it's easy to deploy and backup.
Committed to free software: FreeScout is licensed under AGPL, while OTRS switched to a proprietary license.
Flexible Modules: FreeScout offers an extensive and continually growing list of modules, allowing organizations to add only the features they need.
Active Development and Support: FreeScout is actively developed and has a responsive support community, ensuring that issues are resolved quickly and the software stays up-to-date.

Installation

To start the installation, one needs to run:

ansible-playbook playbook.yml

To see the variable freescout_db_password, when prompted to use the web installer, run:

ansible -m debug -a "var=freescout_db_password" urbain.fsfeurope.org

Finally, you need to add a cron job for the user www-data

crontab -u www-data -e

Then, insert the following using your favourite text editor:

* * * * * /usr/bin/php7.4 /var/www/html/artisan schedule:run >> /dev/null 2>&1

Configuration

The following IMAP accounts are reserved for use with this system:

Name	Email	Aliases	LDAP `uid` for IMAP	Description
General (Admin)	`admin@fsfe.org` (not actually used for correspondence)	`contact@fsfe.org`	`helpdesk`	The general mailbox from which admin assign tickets to certain user groups (i.e. `staff` or `team`)
General (Staff)	`staff@fsfe.org` (not actually used for correspondence)	`contact@fsfe.org`	`devnull`	The general mailbox for everybody in `staff` to work on conversations
General (Team)	`team@fsfe.org` (not actually used for correspondence)	`contact@fsfe.org`	`devnull`	The general mailbox for everybody in `team` to work on conversations
GDPR Requests	`privacy@fsfe.org`		`privacy`	The mailbox used for GDPR requests
Job Applications	`jobs@fsfe.org`		`jobs`	The mailbox used for job applications
License Questions	`license_questions@fsfe.org`	`license-questions@fsfe.org`	`license_questions`	The mailbox used for responding to license questions
System Administration	`syshackers@fsfe.org`		`syshackers`	The mailbox used for system administration
Merchandise	`merch@fsfe.org`		`merch`	The mailbox used for all things related to promo material and merchandise orders

Mailboxes are generally configured using the following parameters:

The passwords for the LDAP accounts are all stored in this repo.

TODO Link to all the parts mentioned here

All available FreeScout modules can be found here.

The wishlist of modules for the FSFE's instance of FreeScout is as follows (this list will be updated as the modules are installed):