No, I disagree. Certainly open source software should be customizable, but the amount of editing that some people are doing does not amount to this. It amounts to them creating their own customized ticket system using OSticket as a starting point. If all that was ever offered was a 1.0 of the software, OK. But you lose 99% of your customizations when you upgrade and you then have to start all over with a clean base and rewrite all your customizations again. Shouldn't open source software be extendible? Editing a source file in 10 different places isn't extendible. What do you all do if/when there's an urgent security update? I see now (too late) that the ability to implement plugins only came with version 1.8 of the software, so I understand that it is a new area, but where in the world are they and why are you all still editing PHP files in 10 different places?There should be a simple way to place your own files in a safe space that the system will use when present, so that upgrades need not be such a horror show. Can a diff/merge program speed that along? Probably sometimes, but I wouldn't think that anything else than scrutinizing code line by line could be a good idea.Where are the hooks? Shouldn't quality open source software have some simple way to inject/overwrite code or css?Listen there are things I can accomplish in a way that, for me, seems a little inefficient, indirect or unintuitive. I'm not talking about those things. Let's just take the easiest example - merging tickets. Nobody has written a plugin for this yet? This feature is something I should have been able to take for granted, and it turns out that there's apparently no central place to find a "best" solution, no plugin, and the solutions that worked in one version broke in the next. OSticket has been around long enough. Why is there not an official list of 25 plugins that are the most common modifications that people make to their systems? Why are there not apparently 25 plugins?OMG 1.8 was released in 2013???????????????? Plugin functionality has been available for 3 years?