Though we have enabled Prototype applications (and Nuance still is one), I don't see Nuance listed under https://phabricator.wikimedia.org/applications/ or https://phab-01.wmflabs.org/applications/ hence no idea how to enable on phab-01.

(As usual, https://xkcd.com/927/ applies: Happy to let folks play with Nuance on phab-01; not happy to introduce more production systems covering the same functionality without a clear plan how to get rid of some systems first.)

For all the things Nuance has, there's plenty that it doesn't to be a full email ticketing system. I'm not seeing customizable spam filters, anything through the UI that allows for gathering stats and run SQL queries, system logs, etc. And that just on the back end. I don't see how volunteer response team leaders ("OTRS admins") can control access, create accounts and assign rights, etc., it looks like that would be up to Phabricator admins.

Agree with @Aklapper re: standards.

In T107014#1485249, @Keegan wrote:

And that just on the back end. I don't see how volunteer response team leaders ("OTRS admins") can control access, create accounts and assign rights, etc., it looks like that would be up to Phabricator admins.

I did find "Administrator can configure who can create Queues and Sources," but that is where access control stops in the documentation:

https://secure.phabricator.com/w/projects/nuance/

Nuance does look like a nice tool, but it seems to be geared toward social places in its design. Email is fifth in the "Desired source type," behind Twitter, Facebook, Quora, and StackOverflow and only beats out Phabricator tools and IRC on the list.

I couldn't figure out how to get this set up locally.

I wonder if this would be useful for Office IT, rather than using ZenDesk....

Perhaps - I don't see it as a feasible alternative to OTRS, unfortunately. We can probably end that part of the discussion.