As an update to the previous wikimedia-l thread from February 2013 (http://lists.wikimedia.org/pipermail/wikimedia-l/2013-February/124139.html),

I'm happy to announce that earlier this week our OTRS installation was upgraded from version 2.4 to version 3.2.9[1]. With this upgrade, our team is provided an enhanced and more user-friendly interface, a better ability to monitor and track long-term trends for statistics and reports on customer service, and a number of other enhancements. All of these new features and bug fixes should allow for faster response times and general increased customer and user satisfaction.

On behalf of the OTRS administrators and the entire volunteer response team, I'd like to thank all who were involved in this process. Specifically Jeff Green and other Wikimedia operations staff, Maggie Dennis and the LCA team, Martin (the inventor of OTRS) and Marcel (an OTRS developer) for all of the time and assistance that they provided during this much-needed upgrade. We look forward to continuing to provide the best customer service[2] possible and being a voice for the Wikimedia projects.

As always, for more information on Wikimedia OTRS, see Meta[3].

[1] - https://bugzilla.wikimedia.org/show_bug.cgi?id=22622 [2] - http://blog.wikimedia.org/2013/07/29/wikipedia-acsi-customer-satisfaction/ [3] - https://meta.wikimedia.org/wiki/OTRS