Project information

• Category: Web
• Client: INSTAR Deutschland GmbH (Waletech) Shenzhen, China
• Project date: 01 Feb, 2016
• Project URL: osticket.com

The problem: support ran on raw email inboxes — no routing, no SLA tracking, no history.

What I did: Deployed osTicket as the central queue: email, web-form, and API intake all funnel into one place with priority routing, SLA timers, and per-technician dashboards. Reply templating and search over past solutions close it out.

It runs as a Nomad-managed service — hardened nginx ingress with TLS 1.3 and Let's Encrypt, a MariaDB backend, canary-safe rollout — and I built a scheduled BorgBackup job (encryption-at-rest, LZ4 compression, tiered retention) into the same platform so ticket history and attachments are always recoverable. A parallel `osticket-testing` clone of the identical job gives support a throwaway staging instance without touching production.

The payoff: a support team that could finally say "we responded within 4 hours" with data to back it up. And it's now embedded in the web shop and the UI of every network device we sell — the primary way customers reach sales, RMA, or support.