Does setting up open source support software for a repair shop make sense, or is it total chaos?

We set up an open-source ticketing system in our shop three years ago with similar hopes. It ran great for eight months then the database filled up and locked the whole system. Since we weren't running daily backups three weeks of service logs went down the drain and we couldn't figure out which customer part belonged where. Switched to a hosted cloud platform right after that.

If you decide to set it up, deploy it using isolated containers rather than bare-metal on the OS. Pick a server with at least 4 GB of RAM and set up a cron job that pushes daily automated database backups to external storage. That way, if it ever crashes, you're back up in ten minutes.

Installing the software takes half a day; the real headache is dealing with conflicting plugins whenever you run version updates.

We've been using an open-source system for two years now. Our server bill is 12 euros a month. Saved around 1,800 euros a year compared to a SaaS platform, but I burned around 40 hours just doing the initial setup and getting the email templates right.

When storing customer device details and contact logs in Italy, you are legally required to comply fully with data protection regulations. If a security vulnerability occurs on a self-hosted setup, your business bears all the legal liability.

Before you jump in, check these three things: 1) Can you handle reliable outbound email through a dedicated external SMTP service? 2) Are you storing daily backups on an off-site server? 3) Is the mobile interface responsive enough for your technicians?

Are your techs going to log tickets from desktops at the workbench or will they be filling out forms on their phones while on-site with customers? The mobile UI on most open-source tools is pretty clunky for field use.

Correct.

I think differently. Solutions that work at a small scale collapse when you grow; I learned this late.

Good luck with that.

we need to take it step by step and processes without records never improve because you don't know what to fix.

solutions that work at a small scale collapse when you grow; I learned this late then that's all, sorry if I went on too long.

Quick summary for newcomers: Processes without records never improve, because you don't know what to fix.

Hope this helps.

I've been dealing with this for a long time. If you don't write this down from the start, it leads to arguments later.

Payment schedules should be tied to project phases, not calendar dates.

I'm writing this so you don't make the same mistake. Code without setup documentation isn't yours, even if you have it.

I'm a small business, let me explain from my side. Don't hesitate to ask; those who don't ask always pay more.

The system lives on after delivery; maintenance is a separate line item. This is my opinion, I'm not claiming it's absolute truth.

We experienced almost the exact same thing last year. Processes without records never improve because you don't know what to fix.

If you get three different answers on a topic, the question was asked wrong. If you have questions write them; I'll answer as best I can.

We got stuck at the same point for a while. Solutions that work at a small scale collapse when you grow; I learned this late.

I felt relieved reading this answer, so it's not just me. Trying to do this alone is the most expensive way.

This is my opinion, I'm not claiming it's absolute truth.

Quick summary for newcomers: When making a decision, first look at what data you have on hand.