osTicket Software


 

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.

 

osTicket - Ticket activity
 
  • osTicket - Ticket activity
    Ticket activity
  • osTicket - Help topics
    Help topics
  • osTicket - Ticket thread
    Ticket thread
  • osTicket - Ticket list
    Ticket list
  • osTicket - Custom form
    Custom form
  • osTicket - Locked ticket
    Locked ticket
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Windows 2000, Windows 8, Windows 10

5 Reviews of osTicket

Showing 1-5 of 5

 

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Kyle from The Systems Group
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Great Help Desk Ticket System

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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.

Source: GetApp
 

Ken from SeaGrass Information Systems Inc.

February 2017

February 2017

osTicket Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Paul from ATC

February 2017

February 2017

Just the ticket!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Easy to use. Does what it says

Source: Capterra
 

Chau from VED Co. Ltd
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

osTicket is a great customer support tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It's got everything we need to help our customers, from the basic ticket system with classifications to a functional knowledge base.

Pros

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.

Cons

As with any free tool, while the community support is great, larger issues can take longer to resolve

Source: Capterra
 

Giorgi from Deeper

November 2016

November 2016

Probably Best Free Customer Support Platform ever.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra