Open sourced, customizable,  very easy to use and multi-user.

Difficult to install, you need a webmaster to do so, very proficient on Apache and php.

Good ticketing system if you need many options, good if you have multiple types of supporting agent that deals with different departments.

Initial installation can be difficult if you have never do this before. There are many services to be setup just to get it work.

Like a I said in the title it fitted our needs at the time, but as we improved our system we found that we had outgrown the software.

The biggest benefit is that it can be hosted internally and it is free. However, for free you can use another solution (such as FreshDesk) which is much easier to setup.

Some menus are a bit confusing, sometimes when I click on a features I don't see on screen what expected.

It's fairly easy to customize and is very intuitive. It has an active support forum and community supporting it.

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.

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.

I love their free platform and allowing self hosting.

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.

It's Open source tool which perfect for IT support Ticketing system.

OsTicket, the free opensource helpdesk solution.

The software worked well when used in support for services that required SLAs. With that, it was easy to analyze how efficient our support was.

It has all the best features, is easy to set up, deploy, and maintain and is fully customizable. I needed a help desk platform that could be hosted on-site and osTicket has fit the bill perfectly.

Too difficult to install, its not abandonware but its close, even when its can be modded and have some community behind it. Again... will need a full time programmer to do so and will take some time.

OsTicket is an open-source help desk ticketing system.

Only for companies that have almost zero budget  but have a good developer in-house.

Solution that is free, lightweight, reliable, open source, and easy to setup and use. Has most of the features of the paid solutions.

The ticket system has great integration with gmail allowing tickets to be emailed of submitted via a form. The software is open source so if you are tech savvy you can just install it for free.

It does take time to get used to the interface, but once you get the hang of it, the software is set and forget style.

It's the best open source ticketing system. Claiming and reassigning tickets is very easy, as well as email notification is sent out, once a ticket is overdue.

I like that is free, the installation is easy and the software is user friendly. OsTicket is a customizable ticket system that offers some nice features like email notifications.

OsTicket is the best open source ticking system out there. Did I mention that it's free.

Being free to use and easy to implementation gives us a huge savings in our organization.

Its kept our tickets neat and clean and we get them out fast. It has a user interface that is pretty easy to navigate and my customers love it.

It has a very ease to use API to make osTicket work with external systems like call center and CRM.

Has open source version in case you have an internal development team and would like to increase functionality. Simple to use hence has manageable learning curve.

Initial configuration can be difficult if you have never done it before. There are so many things to setup just to get it working.

Once setup it is a very stable platform. All advanced ticket management features are available, including routing and templates.

Excellent Service Management Software Suitable for IT, HR and Operations Support.

Implements ITIL without complications. Integrates with other solutions seamlesly.

Am working as a IT Manager of one of the company and I have implemented this solution and am very happy by using this.

Not support indepth financials/payments for Purchasing module. Need more development on Contracts Management.

We having been working with Smart Service Desk for a few months now and it has proven to be an excellent investment.

Our customer love the multi-language support in English and Arabic. Over 20 modules in ITSM and GRC to choose from.

As a next step, I really want to see some integration with leading monitoring tool in the market for building and managing CMDB. Overall good application at reasonable price.

This is the 3rd ServiceDesk that I have worked with and is by far the most user friendly and cost effective.

It is a great solution to work and support on with all our clientele.

Overall I do believe that SMART is a Tool that any ICT organization needs. It is very competitive in its pricing and modules offered compared to any other Solution.

The support team for Smart Desk is excellent and extremely helpful. This tool provides all the functionality you need as a Managed Service provider and comes with an excellent support staff.

Vendor customer support is good. We requested some customization based on our organization need and it was very well customized by the smart desk team.

I have implemented this application in my company and it's giving me a good result.

We have used SMART Suite Help and its architectural to make specific customizations of Software to meet our needs. Our users are very happy with use of software company wide.

From the first time I used SMART Service Desk, I was surprised at just how simplicity and ease of use. I am not a programmer and I was able to setup for my Service Desk for in hours.

SLA is not properly configured. Without these basic feature Service desk tool is hard to review.

Smart Service desk is quite a comprehensive and complete ICT Service Desk Tool.

Very easy to implement out of the box ITIL best practices and ISO 20000 standard controls.

User Friendly and easy to access/tracking. High-end reporting/dashboards.

Excellent Field Service Management software, which helped us manage customer support to leading banks in Pakistan.

It is an excellent solution of repute and perfect help desk solution.

We have together worked for its betterment and we are still working for its successful usage internally.

US Dollar

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 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.



LongDescription

Workflow Configuration

Customizable Fields

Automated Routing

Self Service Portal

Ticket Management

Service Level Agreement (SLA) Management

Macros/Templated Responses

Customizable Forms

Knowledge Management

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

Self-Employed

2-10

11-50

51-200

201-500

osTicket

SMART Service Desk is cloud-based and on-premise help desk software. It caters to businesses of all sizes in industry verticals such as government, banking, retail, FMCG, automobile, oil and gas, manufacturing, pharmaceuticals and education. Primary features include incident management, case management, change management, contract management and real-time reporting.


SMART Service Desk offers IT service management, governance and risk compliance (GRC), customer relationship management and enterprise asset management capabilities within a suite. Other features include field service management, HR case management, knowledge management and service transition management.


Users can automate their human resources and administrative processes. SMART Service Desk offers integration with event and system monitoring tools, Microsoft Active Directory and social media applications.


SMART Service Desk is available globally and supports multiple languages. The software offers an Android and iOS mobile application. It provides support via a self-service portal, phone and email.



osTicket vs SMART Service Desk

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