All osTicket Reviews
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Kyle
Verified reviewer
Construction, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed June 2017
Great Help Desk Ticket System
oS Ticket has been a great IT Help Desk system for our company. Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk. The system allows for tickets to be assigned to different technicians, change hands, and keeps a detailed note/tracking of everything associated with the ticket. There are a lot of great reports as well, including # of tickets closed, average response time, etc.
Indrawan
Hospital & Health Care, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
OsTicket can provide what we need
my experience use this osticket is satisfy. this can very useful especialy if you are the first time use ITSM and ticketing management.
PROSthis ticketing system can have many categorized and element. so it is more easier to you while make your own form.
CONSi think os ticket must build some business intelegent dashboard or make a decision report for management.
Reason for choosing osTicket
osticket is usefull if you compare with the price. the price is lower than manage engine. but in the feature, osticket is not bad at all.
Aravinth
Verified reviewer
Food & Beverages, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
4
Reviewed April 2023
Great helpdesk system | Opensource and Paid version
I've worked with several OSTicket versions for more than five years, from 1.5 to 1.17. further, i have implemented both the self-hosted and cloud versions for a number of organizations. this can be very useful especially if you are the first time using ITSM and ticketing management.
PROSOS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem
CONSVersion 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available
Reason for choosing osTicket
OS Ticket has been used as an IT Help Desk system and incident management system for our company. Also, Users can easily send in a help request via email, for ticket generation and alerts to our help desk. Open Source edition with maximum features available. Very easy configuration as admin.
Anonymous
2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed November 2021
If Issue tracking and Ticket management is your requirement, osTicket is your choice.
As a free opensource tool, osTicket is great. We used it in our startup and my current company which is really good. It does ticket management really well. There are loads of customization, it's easy to use and can even work in a small hosting environment.
PROSFast, quick and easy to setup. OpenSource so can be self-hosted.
CONSSome file types are not supported as attachments. A bit obsolete in terms of technology but does the job.
Reason for choosing osTicket
Open Source community and well tested by the community.
Anonymous
201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2018
Rock solid, no problems or outages related to the software for over 9 years!
This software gives our employees a place to report problems to multiple departments and receive timely answers to their technical issues. It allows us to measure metrics for performance, and see trends in issues. Importantly it also allows us to have a historical reference of all problems, outages, etc.
PROSosTicket is the best open source ticking system out there. Did I mention that it's free? It's fairly easy to customize and is very intuitive! It has an active support forum and community supporting it. There are third party developers that have created (free and paid) plugins and modifications to help others customize their system to their environment and companies needs. Need paid support or hosting? Need custom installation services? Have a feature that isn't available that you need? Enhancesoft, the parent company that owns and pays developers to work on the project, offer all of that.
CONSThere are a couple of features that I think are important that this type of product has, and they [the developers] have been really slow to implement them. Responsive Themes being the biggest of these. While you can modify it to make your own themes this type of feature is needed. note: Devs have promised this with the forth coming 2.0 release.
Anonymous
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed January 2018
Free and easy to setup support ticket system to deliver a great user support experience.
Being free to use and easy to implement and setup, osTicket is suitable for non-profit and small business. osTicket offers large set of features and options that enables to customize and deliver great user support experience for example you can create custom departments, customize support system pages and modify ticket fields like adding additional ticket fields. osTicket is a very customizable support ticket system that offers many options to help customize all aspects of user support experience like the ability to customize departments, emails sent to user, pages and alerts. osTicket offers an easy to setup knowledge base of frequently asked questions to help minimize support requests.
CONSosTicket lacks some important options and features like the option to automatically close tickets after a certain period of time, an option to disable Overdue behavior and the lack of custom themes of both user and agent interfaces.
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Perfect software for my ecommerce website support portal
When my ecommerce business started to take off and we were placing 400 orders a day, we needed something better than just an email inbox to manage customer service. With osTicket, I can manage my several customer service managers and inboxes to ensure we are utilizing our time in the best way possible, and serving our customers needs effectively. osTicket was the perfect addition to our toolbelt, and after trying alternatives, this was still the front runner.
CONSThe setup is a bit involved. There are a lot of out of the box settings that need modified in various places in the interface. 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. Works well for me anyway.
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
3
Reviewed November 2022
An easy Ticket system
We use Osticket more than five years. I highly recommend it.
PROSYou don't need a knowledge translation to start using it. It's simplier than others.
CONSThe release of new versions is slow. The User Interface is old.
William
Verified reviewer
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed June 2018
Support tickets, email notifications, mobile app, all relatively easy to use
Support ticket software, for free. But not the best feature set around.
PROSTicket tracking and email notification Tasks can be added to tickets for additional steps before a ticket can be closed. User management is fairly easy, and users can be organized by teams and departments Files can be attached to the ticket. A Paid Mobile app allows for simple ticket management.
CONSNotifications and team/department access seems haphazard and a bit of an afterthought. It could be much better organized. Mobile app is very limited and very pricey for what little it actually accomplishes.
Tristan
Verified reviewer
Computer Games, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed September 2022
BEST help desk software 2022
good experience overall and i would recommend
PROSEasy to customize or edit forms and configurations for workflow
CONSthere is a limit to features but still not too bad
Reasons for switching to osTicket
Trying out different software
Anonymous
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2018
Open source and free
It has most of the functionalities you will require from a ticketing system, moreover it is open source so you can always change things the way you want, develop additional functionalities. Easy to install and customize, the menus are understandable. Creating agents, permissions, access rights, most of the things are just as needed. You can customize the templates without going into core files. There are many people in the forum answering to your trouble issues as well as admin himself.
CONSThere are only a few plug ins, I think people should be guided to develop more plugins. There is still some development pending like PHP 7.1 compatibility, archiving of tickets etc. But again, you can always find developers and change the system