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.



33 Reviews of osTicket

Overall rating

4.27 / 5 stars

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Showing 1 - 20 of 33 reviews

January 2019

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Great software

We implemented this software to better track the problems encountered by our clients and to better assist them.

Pros

Open sourced, customizable, very easy to use and multi-user. You get reports so you can keep track of your statistics. Its easy to setup and install and you can host it on your own servers.

Cons

Search function is terrible. Feels a bit unfinished but they are always doing upsates and improving.

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

osTicket

So far great experience.

Pros

Great simple application for support ticket. I am using this app for the past 8 years or more. For someone looking for a basic ticketing system, this is the one. Since the app is opensource, no need to pay for it. lately they have paid hosted versions. I am running mine in my own server. For me this works perfectly as a ticketing platform. You can create web tickets or email tickets.

Cons

Reporting can be better. Since its a free app, it's not fair to complain.

December 2018

Stuart from Think Shift

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

Helpdesk made easier

Pros

Nice and easy to review tickets sent in. Can configure multiple emails to receive them.

Cons

Found some limitations with file types and sizes

December 2018

Gerson from Globe Digital Ventures

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Flexible and very user friendly software

It's a good and free platform!

Pros

Being free to use and easy to implementation gives us a huge savings in our organization. osTicket offers large sets of free plugins and options that enables to customize the osTicket dashboard based on your organization. For example, you can customize the user support like email sents, knowledge based or FAQ in front of the report ticket dashboard.

Cons

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

November 2018

Lakshmi Deepak from TrustLogics

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

Ticketing software for supporting customers

Pros

Ticket management solution for supporting end users of a company

Cons

for open source, only community support is needed.

November 2018

Steve from Sticker Boost

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Os ticket keeping our tickets sorted easily

Pros

I love their free platform and allowing self hosting. 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

Cons

Can be a bit tricky to install but once its up its easy to do.

October 2018

Ericus from SVI ISC

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

October 2018

The free version works perfectly

Pros

It's a complete system, despite being free. Documentation is more than enough to get it functional and in production.

Cons

It's not easy to setup which is understandable for free software. The learning curve is pretty steep.

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

4 of 5

October 2018

Free tickets system

Pros

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.

Cons

It took me quite some time to configure.

August 2018

Eric from Cloudonix.io

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

August 2018

Great tool forticketing

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.

August 2018

Dustin from Elk Grove Park District

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Functionality

4 of 5

August 2018

Pretty good for FOSS

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)

July 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

Perfect software for my ecommerce website support portal

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.

July 2018

Josh from JetStream Radio

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

July 2018

Amazing free software

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

June 2018

William from Third Hatch Inc

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

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.

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.

June 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

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.

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.

May 2018

Adam from Firefly Legal, Inc.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

2 of 5

Functionality

5 of 5

May 2018

Best open source Ticket system EVER!

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.

April 2018

Ron from Sanico Cleaning Solutions

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Functionality

5 of 5

April 2018

Awesome Ticketing System Once Set Up

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.

April 2018

Jose from overseas supplier

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

3 of 5

April 2018

It gets the job done without the clutter

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.

March 2018

Raúl from Rolvas

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

March 2018

Free self hosted version helped us organize support

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.

March 2018

rafeeque from houseofanitadongre Ltd

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

2 of 5

Functionality

4 of 5

March 2018

osticket open source and easy to implement

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

March 2018

Sean from Bed and Breakfast Property Management

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

March 2018

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

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.