 Thank you very much. So my name is Mark. I'm from Summit and you already told much more than I usually say about me. And today I want to give you a short in-shine about Summit. So I start with my presentation. If you have questions, just write it down. Yeah, I will answer them after on. So the presentation is structured into four categories. What is Summit? A short in-shine about the installation, how to work with Summit. And the last one, I will answer the question. What is Summit? Summit is a help desk and support platform for a satisfied customer service. Summit is open and fast, like you service should be. And Summit is based on many years of experiences, ticketing systems. As in the beginning, in the introduction already said, we started not from scratch. We started with knowledge base and customer experience for many years with OTRS. And one day we decided, okay, we need to make it new and better. And the result is Summit. And Summit, the name Summit comes from the Bavarian slang and needs with Summit. Together with the customer, we are stronger or we solve issues faster than against the customer. So some numbers Summit got released in October 2016. We count over 500,000 downloads. We are many times trending open source project on category Ruby on GitHub. We started Summit with a complete new web tech stack, which is not so easy to understand for old programmers. So we thought it might be not so easy to get others to contribute. But just after five hours of the initial release, we got our first contribution. So we were impressed that the community is adapting Summit so fast and is bringing contributions just five hours after initial release. We also count many pull requests from outside and also already got our first hour of the four weeks and second hour, 60 weeks after initial release. So the key features from Summit. Summit is a native web application. So it feels almost like a desktop application. So we not reload the whole pages, we only reload certain application elements. And this makes Summit very nice to use. So it's some kind of real time working. Also, if a colleague is working on a ticket, for example, you directly see it in real time. So it makes really fun to work with it. We have a super fast full check search, which also includes searching for attachments. So as today, I don't know any other also not commercial products which do this. And Science Summit is a native web application. We are ready to communicate with the Summit server in the background via REST API and web sockets. So this means also for you that you can use the whole advantage of all resources, which is Summit, which are available in Summit to start integrations via the REST API. And the last key feature is Summit is open sources, as you already thought. Yeah, so ticketing core features, we have how to save for tickets. So no losing information when the browser is crashing. We have easy data historization. So every action is in a history and you can see what user did, what change. We have escalations, SLAs. We have collision detection. So we prevent from answering one ticket by two agents to the same time by probably different answers. And we have custom overviews on any ticket attributes. So you can create your own to-do list for the agents to see the tickets on what they need to work on it. We have individual fields for tickets, customers and users. So it's easy to create new attributes for tickets, for example, a category or a serial number for the devices where you get questions for. We have a customer chat for your public website. You can just insert it with really easy and can also use Summit for communicating with customers on your website. We have awesome custom text modules via keyboard shortcuts. So an agent, even if the agent is technical, not so talented to write texts with correct grammar and so on. So the agents can insert text templates to have nice answers, to writing nice answers to customers. And we have channels for social network integrations, for example, for Twitter and for Facebook. So you also can use Summit for this organization communication to do it on a central place and have all the advantages from a ticket or a help desk system. So how about the installation? I want to show you how easy it is to install Summit. Summit we provide OS packages for Summit for different Linux distributions. For example, for Centres, Red Hat Enterprise, Linux, Debian, Ubuntu and Sless. For databases we use Postgres, MySQL or MariaDB and as search engine, full text search and engine we use Elasticsearch. So here the steps how to install Summit really easy installed on a Centres. For example, installs an extended repo for additional packages. Import our repo key, adds a repository and then you need to install Summit. After Summit is installed, you can also connect Elasticsearch to work as search backend engine. So these are the seven steps to install Elasticsearch. It's also quite easy. The last command is the only command which you need to integrate Elasticsearch into your Summit environment. Then after this is done, Summit will say hello with the starting screen. From here you can decide if you want to set up a new instance or if you want to migrate from another system. Today we support migration from OTRS or from a Centres installation. Now a closer look to how to work with Summit as an application. So this is a typical app structure. So on the short introduction to this, on the left top side you have a global search. The side of that is the Summit Phoenix which you also can see in my backside. It's a pointing from my kids by the way. You have the notifications on the right of the search area and below you have the dashboards, the overviews. The overviews are the tool to serve the agent's lists of tickets where they should work on it. So you can also call it working lists or whatever. The agent finds the work where they should work on it. And below that we have a task bar. So you can open tickets, several tickets and start working on tickets on multiple times. I will have a closer look of this later. Here on the top you have your personal settings, reporting error, administration error and here you can create new tickets. Here you have the content area. I will show this content area more in detail here. We have a normal ticket detail view and more on this in the next slides. A closer look to the steps. Here it's important. You can open multiple tabs at the same time. You can reorder them like you want. Unsafe changes to these formulas and so on are saved on server sites. So if the browser is crashing or you want to look in from home and finishing some tickets, you will, if you look in from home, you get all the whole summer desktop and all two formulas back and you do not have losing of data which are not saved to the database right now. In the front of tickets we have this circle and if the circle is pulsing, you have a change on this ticket so the customer maybe have answered or another agent has added a note or phone note. So you know there has something changed. I can click on this ticket and see what information has changed. All changes are pushed to the clients immediately. So it's some kind of real time or it's real time. So you have no race conditions anymore between page reloads because everything is done immediately. And also shown to the others immediately. We have to support the agents. We have colors used for ticket states. So just as a small example, we support the agents to have more brain power to work on tickets and not to organizing them or find tickets. So for example, close tickets, we show green and open tickets, which agent need to work on it. We show in this orange color and for example, escalated tickets, we have a red color. So the agent just sees the ticket in an overview and knows the state about it and know, okay, if this is escalated, I need to have a closer look in it. Probably I should immediately work on it to solve the escalation. And green tickets are already closed and there need not to be too much attention of the agent on the tickets. Here is the ticket detail view. So now the content area here. Here we have, in the middle, we have the different articles which are the communication steps between the communication between agent and customer or your organization and the customer. And this blue one are information from the customers and this one is information from the agent to the customer. So you easily can have an overview what is the state of this communication by just browsing the ticket. And on the right side, you have the sidebar with the ticket information. So here you can change the group of the ticket, the owner of the ticket. You can close it to set different other things. In the middle sidebar, in the next one, you have customer information and organization information. Here a detail view of a customer. So if you click on this customer, in the icon, you get this detail view. And here you have information of the customer from this ticket. Here, for example, this information is usually taken from a customer database. And here we have an overview about the open or closed tickets of this customer. And here is an example of the organization overview. And here in this organization overview, you have also the information of the company and also the members of this company. So probably there are more users for this company which can create tickets. And below you have the information what tickets this organization has in your summit instance. So you have not only an overview about one user, also about the whole organization. Yeah, a short analyze of the full text search to see how powerful this summit full text search is. So in the beginning, we did some research because we feel or we usually if you use an application for several years, the first thing which go down from the user experience is the full text search. So we did and invested some time to do some research and we installed other systems, even commercial systems. And we started to fill systems with information. And as you can see on a small installation with 50,000 tickets and the total usage of the system is about five gigabytes. Summit has a much the blue one is the summit one version has a past full text search with one or two seconds and other systems have about four seconds. And here in the last one as compare on a huge system with 500,000 tickets and 45 gigabytes data in there. Usually other systems take up to 40 seconds for showing and search result and summit is still below five seconds. So from the end is searching attachments to. So, yeah, it's really nice to see to have a really good, a really good performance for the full text search. Yeah, to the key features in the UI, as I already said, we have this custom overviews. The ticket lists that agents can work on it, which you can create how many you want. And we have a permanent markup. For example, an agent can say I want this text is important. I can market and other agents will also see that there's something important in it. And here an example of our shortcuts from this text modules. So it's easy to use double point double point and now you get an widget opened and you can search for text modules and you can enter new words and the and the result is only showing the text modules which matching this words. And you can use the keyboard or the mouse to select this text modules. And by this way, you can easily write nice texts also for really technical people which are not so familiar with grammar and so on. And it's looking much better than the agent need to start from scratch with every response to customers. And we also have markers. So for example, if you need to your agents need to work or to change certain attributes on for certain processes, you also can use markers and so much to to one to execute one markup with several actions for this ticket. And here screenshot how to create new attributes for individual fields for attributes for objects. In this case for a ticket, you just need to say a new attribute and you can say what kind of attribute is it normal input field a date field or complex like on category three and so on and can create this and manage and administrators attributes by this admin UI. Yeah, so I see the time is going fast forward. So I'm almost done with my presentations. I want to ask you if you have questions. If you take a look at the shared notes, I'll just read out some of them. Are you familiar with kicks. Yes. Unfortunately, not see the check notes somewhere but however, kicks is another product, not our own product. This is from OTRS. And yeah, so is there a special question for kicks regarding kicks. Yeah, so since you can't see I just read out the questions for you. The first question is how do you compare to OTRS or kicks. So, as I started OTRS in 2001, I learned many things about how to work in custom environments and some of these are complete rewrite. But the focus is more to have to cover more easier and common use case because if you know OTRS or kicks it's a huge system with many configuration options and it's you'll need a training to get it administrated and set it up. And some of this has a easier approach so you can install it and some of this done the easy way. So I think this is the main difference between this tools. Okay, one more, two more, four more questions. But the second question is do you have an overview of the technologies you use to build your service. For example, back end front end design framework. I know earlier on you mentioned a few databases. Yeah, so I can tell you because it's just simple. So right now in the back end we use Ruby on Rails. So it's a REST interface. And on the front end we currently have an application with JavaScript HTML5 and currently we use coffee script in there because in 2006 when we started in originally in 2013. So it's the first three years Summit was not public coffee script was a good choose but we're going to rewrite the web application. So more than JavaScript not coffee script is used anymore and also future as for example. There's another question about where you put your code repository for the project. And it's on GitHub and GitHub slash summit slash summit. Another question about Asian languages. Do you already have support for some Asian languages and are you looking for contributors. We have support for different already support for different Asian language so it's no no issue for us. And we also have some Asian contributors but of course we are looking for contributors and also for people for coders. We can pay for working for Summit. So if there is some body out there and just contact us or me or you have also a top description on our website. So you are welcome. Another question about what do you use for search for search and I guess it's the technology. I guess here's a back end is asked for the use elastic search right now. And we think about to support different back ends but currently it's elastic search. It's interesting how your open source technology is building on all these different open source technologies or so. One more question about summit itself. Is it possible to create orders from Vibe messages or telegram messages automatically. Yes of course we have we support different channels because of the site of the of the limited time. I was not showing the whole channels but we use we support normal web forms emails Twitter Facebook and so on and of course also telegram messages so you can create a telegram button connected to summit and anytime somebody writing you a telegram message new ticket is created in summit and you can do your conversation conversation via summit with the user which is using telegram on the other side. It was truly end to end. So the final question for now if there's more I feel free to put it in. But the final question for now is about a question about whether there are any aids to pass message text into structured data, for example, order details and addresses. I'm assuming there's something about maybe allowing it for exportation. I do not understand the question in detail so but I guess we have. So, in order that you have for example that can help you pass like this message text. If you go through like telegram right maybe you download telegram, then telegram messages is there a way to turn that into structured data formats. So telegram messages are already structured in summit in this ticket. We have more structure and articles which is a communication step between the others and in order to have more structured informations. We use stores in rails in the back end. So it's more or less a hash store where usually if you do some integration with shops or whatever, they usually store data in it and can show this also in a formatted way via templates in summit. You can also show a ticket with the order information for example. So here we use the support or we use the normal features from Ruby on Rails or from Active Record in this case, which makes you easy to create more integrations and you can do fantastic things. So in this case we use normal Rails functionality which is awesome. It's really great and say Rails guys really do a really good job and you can take the whole advantages advantage from the rails stuff. So there's no limitation on it and you can directly use it on summit. That's actually about all the questions that we have for now. Once again a quick reminder for Martin about the shared notes. I think that's written in German also. But basically if you would like to still talk to Martin because we only have about two minutes left. So you can still talk to him after this in the discussion room. If not, thank you so much for your presentation. And once again, I think you might want to refer to the notes on the left. Can you find it? Just a quick maybe help you with this. Like move to the upper left hand you see the user list toggle when you click it. Then you see like public chat, shared notes. Yeah, now we'll see. Yes. Yeah, that's where the questions are. Yeah, so this might be something for you to take away or carry with you. Okay. Okay. If not then that's about all the time we have for today. Thank you Martin for that very insightful.