Setting up eTicket (and osTicket in the past) requires steps beyond the setup of HCL.  I'm thinking that it would probably be best to NOT distributed modules that require a specialized setup with HCL, as this can be confusing, and can cause all kinds of installation issues.

I'm curious to what others in the community think about this.

Feel free to argue your position.

One thing that might be handy, and this really would go in the modules forum, is an integration with WHMCS.  I believe it has an API interface, so it should be possible to integrate that with HCL to allow a user logged into WHMCS to automatically have their username in the monitor screen. 

Hmm, that would need a hook in the core, so we're still on topic.  I know Crafty Syntax has this mechanism and it's nice to not have to have a visitor type in their name, when they have already logged into the system.  Maybe something for the 2.2.x branch.

I believe it would be in the best interest of HCL to stay as modular as possible.  Keeping the HCL core separate and clean, would allow for a more stable atmosphere, where reliability is key.

I've been running 2.1.2 for some time now and the first thing I did was disable osTicket, because I already had a ticketing system in place.  I would think that's the usual progress of people in our business(I.T.), you get your way to record your work first, then you progress on to new things such as online chat.

Speaking of the specialized setup outside of HCL thats just asking for problems.  Just my opinion.

Having used Crafty Syntax and HCL, on a site that has ~10,000 page loads a day and ~2000 unique visitors, Crafty couldn't keep up. It seems as though HCL SQL routines may be better written, but I can't say for sure.  All I know is that timeouts were occurring that would case the page not to load allof the way.  Not good.

Just seems to echo the whole modular argument in my opinion.