osTicket Software


25 reviews(4.0/5)
25 reviews(4.0/5)

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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Windows 2000 , Windows 8 , Windows 10

25 Reviews of osTicket

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  • Eric from Cloudonix.io

    Number of employees: 11-50 employees

    August 2018

    Great tool forticketing

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    Solution that is free, lightweight, reliable, open source, and easy to setup and use.
    Has most of the features of the paid solutions.
    Easy to tie to company websites for customers to open tickets.

    Cons

    You need to know how to set it up and host it your self.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Dustin from Elk Grove Park District

    Number of employees: 1 employee

    August 2018

    Pretty good for FOSS

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money

    Used osTicket to offer helpdesk services for people I did side projects for. It worked great for it's purpose and being open source, it didn't cut into my bottom line as a freelancer.

    Pros

    - Free
    - Easy to set up on my own VPS instance
    - Required minimal customization to make it fit my needs

    Cons

    - Being free, it's hard to get support (but there is a vibrant community of users that can help)

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    July 2018

    Perfect software for my ecommerce website support portal

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    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.

    Cons

    The 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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Josh from JetStream Radio

    Specialty: Media

    Number of employees: 11-50 employees

    July 2018

    Amazing free software

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    + Free
    + Supports many email addresses
    + Ticket filters come as a bonus to allow automatic assigning to staff

    Cons

    - Appears to be quite clunky in regards to making changes
    - Staff backend is quite outdated and doesn't perform above standards
    - Some minor bugs here and there

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • William from Third Hatch Inc

    June 2018

    Support tickets, email notifications, mobile app, all relatively easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Support ticket software, for free. But not the best feature set around.

    Pros

    Ticket 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.

    Cons

    Notifications 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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    June 2018

    Rock solid, no problems or outages related to the software for over 9 years!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Pros

    osTicket 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.

    Cons

    There 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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Adam from Firefly Legal, Inc.

    Number of employees: 51-200 employees

    May 2018

    Best open source Ticket system EVER!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    love it Free and Great helpdesk software !

    Pros

    I love this software. We use to use Zendesk but at a user, it wasn't worth it. osTicket save us a ton of time with the FAQ feature that allows our end users to look up and answer without submitting a ticket. We have about 500 FAQ's entered into the system. 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. We run in AWS for / month and have 5 IT Techs on the system. Regular updates are released so we won't be left with an outdated product

    Cons

    No major cons. I wish they would modernize the UI. The UI is about 10 years behind as of 5/2018. Also the API is not full featured on certain actions can be done in the API :( IF you don't want to integrate into existing software this will not matter for you.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ron from Sanico Cleaning Solutions

    Specialty: Distribution

    Number of employees: 51-200 employees

    April 2018

    Awesome Ticketing System Once Set Up

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I love that this can be used for various types of jobs, and that you can use it for multiple job types at once. For instance I use osTicket as my IT helpdesk to assign tickets and track the progress of the issue resolution with a written record. But not only that, we have a separate service department for cleaning equipment that can use it as well. All running from the same install.

    Cons

    Learning curve and initial set up. It is a long process to get through all the settings and features available. Once you do you won't regret it though.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jose from overseas supplier

    April 2018

    It gets the job done without the clutter

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    The installation is really easy being a PHP application.

    It lacks some features present in other support management applications, but it has the minimum necesary to get the job done without complications.

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

    Cons

    The search functionality needs some work. It's difficult to search for specific customers or even ticket ID, but overall, is OK.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Raúl from Rolvas

    March 2018

    Free self hosted version helped us organize support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Better management of issues for free.

    Pros

    There are many help desk (AKA support ticket system) but this one is open source and full featured. We managed to integrate seamlessly with the design of our web (with coding and took us a while though).
    It works perfectly and we can even manage support tickets and answers by sending emails to our support email account. It's been a real improvement since now we can follow up on statuses and history of the issues our customers face.

    Cons

    The initial setup took us more than we spected but it was worth it as now we save a lot of time and customers are happier.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • rafeeque from houseofanitadongre Ltd

    March 2018

    osticket open source and easy to implement

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    its a open source PHP easy edit to program don't need any PHP professional development skill reporting system is excellent we can customize as per ours requirement

    Cons

    sms integration should be there and email response excellent need more option for alert ticket reporting and user base very comfortable

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Sean from Bed and Breakfast Property Management

    Number of employees: 51-200 employees

    March 2018

    We use multiple instances of this software from IT tickets to Purchase orders

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It is versatile. We use it for multiple things like IT support, Customer complaints, and contractor purchases.

    Pros

    Once it is setup, it runs itself with almost no tweaking. It has all of the same features as paid helpdesk suites.

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Tyler from Tykisson IT

    March 2018

    Free and Easy!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This software is easy to deploy, just git clone from https://github.com/osTicket/osTicket
    Feature packed and ready for SMB deployment on your own servers.
    Community support is active and easy.
    Also available as an install package on Synology NAS

    Cons

    For out of the box ticketing system, this software has no real downsides. Some have said its hard to install but I did not have any issues getting it up and running. The fact that you can install this as a package direct from Synology package store makes it even easier.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Paul from Archway Theatre

    Number of employees: 201-500 employees

    March 2018

    Great feature packed helpdesk system.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Great feature packed helpdesk used to track and log support questions from our website. Easy to direct questions to the correct departments for replies.

    Cons

    Not easy to configure, took me a while to get my head round configuration, possibly a simpler interface would be good.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    February 2018

    Open source and free

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    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.

    Cons

    There 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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Alejandro from Alo Global Technologies

    Number of employees: 11-50 employees

    February 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

    Its free, most of the features are in there. if you have the time nas resources you can modded to become what you want but as it is is too simple and not intuitive, interface is too simple and not intuitive sometimes. still. its free.

    Cons

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    January 2018

    Free and easy to setup support ticket system to deliver a great user support experience.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    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.

    Cons

    osTicket 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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • sai from EXXAT LLC.

    Specialty: Software / IT

    Number of employees: 51-200 employees

    November 2017

    Its easy and user friendly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The way of answering the tickets is prety much easier on os tickets and ot helps the user to assign the tickets to any one from staff and the notification of alerts look good

    Cons

    Filters doesn't work good its really hard to filter tickets based on the name or client name it should be done better and add few addtional options to advance filter

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Kyle from The Systems Group

    Number of employees: 501-1,000 employees

    June 2017

    Great Help Desk Ticket System

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    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.

    Review Source: GetApp
  • Ken from SeaGrass Information Systems Inc.

    February 2017

    osTicket Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
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