DropOps

DropOps is a Drupal distribution for support teams that manage and maintain websites, applications, and infrastructure for multiple customers.

It turns Drupal into a complete support operations platform with customer accounts, ticketing, a customer portal, SLA reporting, time tracking, analytics, and optional integrations with Jira and Zabbix.

DropOps is designed for digital agencies, managed service providers, and in-house teams supporting a portfolio of customers. Instead of combining separate systems for customer information, support tickets, contracts, time tracking, monitoring, and reporting, DropOps brings the operational workflow together in Drupal while integrating with external systems where they remain the system of record.

✨ Key Features

Customer & Account Management

Maintain customer profiles, contracts, service tiers, technical context, account ownership, support contacts, and integration mappings.

Comprehensive Account Records

Keep all important customer information organized in one place, including contacts, systems, infrastructure, access references, incidents, changes, deployments, maintenance, and documents.

Integrated Ticketing

Support both Drupal-native tickets and Jira-backed tickets within a single workflow. Tickets support clear states including open, in progress, waiting for customer, resolved, and closed.

Customer Portal

Give customers a dedicated /support portal where they can view and manage their support tickets without exposing internal support information or administration screens.

Jira Integration

Optionally synchronize tickets and customer organizations with Jira Cloud, Server, or Data Center, including rich-text conversion, webhooks, and scheduled synchronization.

Zabbix Integration

Optionally connect Zabbix monitoring to your support workflow. DropOps can mirror monitoring alerts and hosts, correlate related alerts, and optionally create or escalate support tickets automatically.

SLA & Monthly Reporting

Generate customer reports covering ticket activity, SLA compliance, monitoring, contract utilization, logged time, and open work. Reports contain editable sections and can be exported as branded PDF documents.

Time Tracking & Timesheets

Track support work using start and end times, review and approve timesheets by period, and optionally publish approved worklogs to Jira.

Analytics Dashboard

Get an operational overview of your support desk with analytics covering ticket flow, priorities, ticket types, unresolved work, alert severity, contract health, and engineer workload.

Role-Based Access Control

DropOps provides dedicated roles for support engineers, support managers, and customers, with permissions tailored to each audience.

Security-Focused Design

Credentials are kept out of exportable configuration. Access records store references to external secrets rather than credentials, customer portal access is account-scoped, and internal support notes are protected from customer access.

🎯 Designed for Support Operations

DropOps is built around three principles that guide how the platform handles integrations, data, and operational visibility.

1. Mirror, Never Duplicate

When Jira or Zabbix is the system of record, DropOps maintains a local copy of the relevant data so dashboards and reports remain fast and available. Changes are written back to the upstream system rather than creating competing sources of truth.

2. No External API Calls During Page Rendering

Synchronization happens through dedicated scheduled processes. This keeps the support interface available even when an external service is temporarily unavailable and makes data freshness explicit.

3. Gaps Are Visible

Missing mappings and incomplete integration configuration are treated as operational gaps rather than misleading zero values. DropOps is designed to make missing information visible instead of presenting an inaccurate picture of customer health.

DropOps is not a generic CRM and is not intended to replace Jira. It is purpose-built for teams responsible for delivering ongoing support across a portfolio of customer environments.

🚀 Drupal-Native

DropOps is delivered as a Drupal distribution consisting of an install profile and six modules. It provides a complete support platform from installation, including customer accounts, ticketing, the customer portal, reporting, time tracking, and analytics.

DropOps supports Drupal 10.3 and Drupal 11 and requires PHP 8.3 or later.

Jira and Zabbix are optional integrations. The core DropOps support workflow works out of the box without requiring any third-party service.

The platform makes extensive use of Drupal's native capabilities, including entities, permissions, configuration, Views, cron, and Drush, while also providing a modern front end built with React, shadcn/ui, and Vite.

💡 Ready to Run

DropOps is designed to get a support team started quickly. Install the distribution and you have the core support workflow ready to use, without needing to configure Jira or Zabbix first.

External integrations can be enabled later when your organization needs them.

📝 Notes

Gin is the recommended and required administration theme for DropOps. The platform is built specifically around Gin's administration interface and toolbar.

Jira and Zabbix are optional. DropOps is shipped ready to use without any third-party system. You can run the core customer, ticketing, portal, reporting, timesheet, and analytics functionality independently.

DropOps gives Drupal a focused support operations workspace for teams that keep other people's sites running.

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