osTicket is an open source help desk management solution that offers ticket management and IT asset management within a suite. The system can only be deployed in the cloud, and is best suited for small and midsize enterprise customers.
The software features a built-in customer portal that allows users to submit tickets and track the status of their requests. With the help of “auto assign,” incoming tickets are then automatically routed to the most suitable departments and staff members based on the requests.
Once a ticket is sent, the software also sends an automated email response to the users to keep them updated on the status of their requests.
With interactive dashboards and reporting modules to prepare customized reports, the IT department can gain complete visibility into help desk operations and make effective decisions regarding staffing levels and ticket handling procedures.
Ken from SeaGrass Information Systems Inc.
I have been self-hosting osTicket for about a year and it has lived up to and exceeded my expectations and requirements in every way. A very well designed and developed system. The online support and user groups is very helpful especially during the configuration phase.
Paul from ATC
Use this on my website for handling customer contact us pages and directing them to different people in the team. Really great to use and great functionality.
Chau from VED Co. Ltd
Employees number: 1,001-5,000 employees
It's got everything we need to help our customers, from the basic ticket system with classifications to a functional knowledge base.
osTicket is extremely versatile, and for the SMB market (or for a small dev team) it is a very powerful tool with the ability to extremely customize the tool, all with no price tag.
As with any free tool, while the community support is great, larger issues can take longer to resolve
Giorgi from Deeper
OSTicket is so far my beloved customer support system when it comes to free platforms and easy of use functionality. I have spent over 1 year of managing and using OsTicket with 18 different agents and 4 separate departments. Thus, I will share my review of the system below in few words.
(Please note this is about the self-hosted package of OsTicket, not Cloud-based.)
The main advantage of the system is its nature of being equipped with all the necessary functions to maintain the medium sized companies support platform. It is a convenient system to carry out daily support-related tasks, answer tickets, have an unlimited number of cases/departments/agents, etc. In terms of simplicity, OSTicket is really user-friendly and easy to use platform that perfectly realises its own purposes of being reliable ticketing system. It is easy to install and maintain, the internal admin and agent user face are user-friendly as well.
The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket. It is really hard to get the valuable statistical data from OSTicket regarding the agents, their working levels, times, etc. Basically, there is just one simple page of "Statistics" that shows the quantity of the tickets and some basic stuff and that's all. Nothing else about the statistics. Furthermore, another disadvantage is its lack of social integration. The reason I decided to move my company to another platform was that I couldn't integrate the OsTicket with Facebook & Twitter platforms. There are other little disadvantages, however, not worth mentioning as they don't make a big different.
All in all, if not the aforementioned disadvantages of the system, OSTicket would be one of the best solutions for the small and medium-sized companies' support system needs. However, as it's completely free I'm nothing but grateful to the developers who developed this wonderful system and share it for free.