 Hello, my name is Martin Egenover, I am the inventor of Summit and today I want to give you an introduction into Summit. So let's start with the agenda. What is Summit? Summit is a help desk and support platform for satisfied customer service. Summit is open and fast like your service should be. Summit is based on many years of experience with ticketing systems. As side note, I'm also the inventor of OTRS and the meaning of Summit comes from the Bavarian dialect together via stronger. So it means together with the customer we find a solution. Some numbers. The initial release of Summit was in 2016. Today we count over 540 downloads via trending open source project in category Ruby on GitHub. The first contribution of the initial release was just five hours after initial release. We count 249 pull requests and the last number where we proud of the first award we received just four weeks after the initial release and the second award we got 16 weeks after initial release. The key features Summit is a native web app. It feels almost like a desktop app because it's a native web application and the application itself runs in the browser and we use modern JavaScript in HTML5. We have a super fast full text search which also includes attachments. So you can easily find tickets by searching content of attachments. Every resource can be reached via REST API by design. This reason is easy because it's a native web application which is just using the REST API and web sockets but for you it means you easily can create integrations with other services because the REST API is available by design. And last but not least Summit is open source. The core features in the ticketing area we support autosave for tickets. We have an easy data historization. We have we support escalations and SLAs. We have collision detection. This means no answering tickets with two agents at the same time on different answers. We support custom overviews based on ticket attributes. We support individual fields for tickets, customers and users. We have a nice customer chat widget. We have custom text templates which can be used via shortcuts. And we have integration to social media networks like Twitter and Facebook. How about the installation? The installation is a quite easy process. We provide OS packages for CentOS, Red Hat Enterprise Linux, Debian, Ubuntu and SLAS. Databases we support Postgres, MySQL and MariaDB and as search engines we support Elastic Search. By the way, this is the reason why the Summit search is so unbelievable fast. The installation itself are four commands and you see it's no big hack. You do not need to install additional libraries or something else. So it can be done within five or six minutes. If you want to run Elastic Search, which we really recommend, you have to use to execute another seven commands. And after this seven commands, you have a full integration of Elastic Search into Summit. So it's also done quite easy. After the installation is done, Summit will say hello with a welcome screen and in this welcome screen, you can decide if you want to set up a new system or if you want to migrate from another system like OTRS or Xendesk. Yeah, so let's get further, working with the app. So the structure of Summit is on the left side, on the left top, you have a global search. Besides on the right side of this box, you have the Summit notifications. So important here is you get the notifications in Summit itself. So you have the possibility to still receive it via email, but you also can remove it. So no more bombing of notifications via email below. We have the dashboard and the overviews. Overviews are some kind of to-do lists for agents. So they have lists of tickets where they can work on it. And next to overviews, we have the Summit Tubs. I will go into this Tubs a little bit deeper right after this screen. And on the right side, we have a typical ticket view, a typical content view. In this case, it's a ticket in detail view. In the middle, we have the articles and write the ticket attributes. But let's have a look deeper to the Summit Tubs. So to support the agent to have the life easier for him, we support multiple Tubs at the same time so the agent can switch between tickets and can start answering the first ticket. And in the meantime, he needs to respond to something else or somebody else has a question. So the agent can switch between multiple objects and at the same time. The agent can reorder these Tubs like the agent want. Unsafe changes are saved on the server side. So no more losing data when a browser is crashed or it's also possible to change the whole device. For example, you can look in from home and you can continue working where you stopped at work and nothing was losing. If somebody else is changing an object, we get pulsing icons on changes. So the agent is seeing if somebody else has changed the ticket and he did not see the ticket in the meantime. Changes are pushed immediately to the client. So we have some let's call real time functionality. So no page reload or something else is needed. If somebody else is changing something, the other clients will see it immediately. And last but not least, we introduced drink traffic lights to support the agent. We found out it's a good way to show him the initial or the current state of a ticket by using colors. And let's go through this colors to give you a short impression. So we have the orange color. This means the ticket is new or open and somebody needs to work on it. So somebody needs to see what is the next step and need to set the next steps for this ticket. We have the gray, dark gray color. This means the ticket is pending reminder or pending close, but this time is not reached till now. So no further actions for the agent. It's important. No further actions or attention is needed right now. We have the red color, which means the ticket is escalated. This is some kind of warning. Somebody need to work immediately on this ticket to cancel this escalation. And the last color is green. Green means the ticket is closed. No for the agent. It means no further action is needed and he can go read this ticket or go through whatever, but the case is already closed. Here is the ticket details. Here it is important in the content area in the middle part we see the different articles which are representing the communication. On the right side we see three tabs and the first tab we see the ticket attributes and the next one you would see the customer information and on the last one the organization information of the customer. A typical customer detail view looks like this. So you have the ticket, the customer attributes and below you have the tickets of this customer. Here we distinguish between open and closed tickets and as you already know now this customer is quite relaxing because only closed tickets are available for this user and you see this by the color green so the agent is relaxing by watching this screen. The next one is the organization in detail. So several customers you can combine to an organization or department. Here is similar, you see the attributes of the organization, send the members of the organization and below you see the tickets of this organization. How about the full tech search which I was mentioning? So when we published or when we released Summit version 1 we did a short research. How about to get an impression about this good full tech search of Summit. So we installed several systems, several competitors and we created tickets in it and then we measured the time and you see if the installation is a small installation with 50,000 tickets it's similar, you see Summit is fast but other competitors also fast but if the system is growing and you have a bigger system like with 500,000 tickets and the database then is about 54 gigabytes then you see the usual average helpdesk system will take about 40 seconds and Summit is still delivering search results within 4 seconds. A short overview about the key features in the UI here for the agents. Here you see the overviews in detail. As I already mentioned overviews are some kind of to-do lists where the agent will find tickets where the agent need to work on it. These overviews can be created individually and also the attributes and the ordering and so on. The naming you can define by yourself. Another nice feature is the permanent markup so it's like a text marker. You can select text within an article and you can mark it so the use case is that another agent will find important information of one ticket or one article easier. Here a really powerful feature it's called text modules so when you reply to a customer you can insert text modules by using double point double point and then the search phrase so you will see a selection of text modules which are matching your search phrase and if you by enter or using click on this text module you can take over this text module to the response. So for power agents you see 10 seconds just keep what clicking and then a nice formatted answer is created and sent out to the customer. By the way this is also a nice way for technical people which are not so usually not so familiar with writing nice text but with this text modules also technical people can consume and write nice reading nice readable texts to customers. Also we also support macros so a short use case if you connected a mailbox to summit you will get spam emails someday and spam emails usually get closed the owner is assigned to me and I take it for a spam. So with this macros you can execute several sequences action sequences sequences on this ticket by executing this macros so it will save time for agents and if you execute this macros the state is set automatically the owner is set automatically and the tech is assigned to this ticket automatically. So it's time-saving functionalities so to give the agent the time to work on the real tickets and not on on this spam tickets for example. Yeah here screenshot of the individual fields so as I already mentioned in the admin interface you can manage or create individual fields for tickets users organizations and groups typical individual field is a category of a ticket to see what kind of tickets you have and if you do a reporting later you can improve your services or your time which you spend or for example you find out your documentation is bad. So it's a good tool ticket category to find out how to improve your services. As next I want to show you setting up channels. I want to show you the integration of an email channel. So here it is important we do auto-discovery and we support IMAP, POP3 and SMTP. So if you go to the admin interface to the channels area and to the email area you can you just need to enter your email address and your password and usually Summit will detect automatically detect the server settings and usually it works on 95% but some times it will not work because it's not possible to detect the server settings automatically then you need to enter your settings by yourself, your server settings but usually you can connect your mailbox within two or three minutes and your email box and you can start using this email box really fast. The next channel which and the last one which I want to show you today is the chat channel and here we found out that we need to take care on four different topics which we want to improve and the first one is integration. So we decided to have an easy integration so we have done it via a JavaScript snippet. You will see it later. The next one we got feedback from users that it's a bad UX for showing a chat widget but if you click on the chat widget you get the message oh sorry nobody's available for chatting please leave a message. So we decided to not show the chat widget when no agent is available for chatting. The next one was the users complained about long waiting times so with Summit chat your customers will not have long waiting times because we have each agent can say if the agent is available for chatting and if an agent is not responding Summit will set this agent automatically to not available so he will not receive further chats which means that you can reduce the waiting times just by misleading information because the agent is not available until he's gone to lunch or whatever and nobody knows about that but Summit will recognize this and will remove the availability of the agent for chats. And last but not least many customers complained about the chat widget feels like a fortune body in the web application so for this we designed or implemented the auto design mode so Summit is creating a nice looking design by automatically and how it works you can see here if you want to integrate the chat widget on your website you go to the Summit admin interface to the channels and then to the chat you immediately see a preview this preview is done by using the domain of the current user of the email address domain and Summit is grabbing the web page of this domain and is using the auto design mode and shows you how the chat widget would look like so usually Summit is doing a really good job here but if for some reason the colors are not the colors which you want you can for example select other colors of your web page here and also the kind how the design is and so on is detected by Summit automatically but how to get this auto designed chat widget now on your website this is also quite easy on the second part of this admin area you see what you have to do you just need this JavaScript snippet and you need to copy it to your web page source content and then the chat is available and for this auto design mode we are a little bit proud so in the implementation phase we did it with important 100 web pages on the world and here a short little impression how it looks like and all of this chat which is are designed or created by auto design mode so you usually you can take it just one to one and paste it to your website and it will look like a native element of your website yeah now as you may already heard there is also a next cloud integration of Summit I want to give you a short overview here so if you install the next cloud integration on your next cloud environment you have the possibility to have your summit notifications in your next cloud dashboard and also in the normal classic notifications so if you work in this next cloud UA and you see and summit you get a summit notification you also can see it here and can react to your tickets easier or faster and also important it's also possible to search for tickets by using the next cloud UA so if there is a search provider implemented and if you search for searching content not only the next cloud documents are used also the summit backend is used and you see probably what tickets are related to your search stuff yeah now I want to say thank you I wish you a nice day and yeah hopefully see you soon and say and hopefully I see you soon as summit user so have a nice day