About osTicket

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, ...


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Windows 2000, Windows 8, Windows 10

47 Reviews of osTicket

Average User Ratings

Overall

4.3 / 5 stars

Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(19)

19

4 stars

(23)

23

3 stars

(5)

5

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 47 results

June 2017

Kyle from The Systems Group

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Construction

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Functionality

5.0

June 2017

Great Help Desk Ticket System

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.

April 2021

Michele from ESC Enterprise Software Consulting Srl

Company Size: 2-10 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Functionality

4.0

April 2021

Miglior sistema di ticketing gratuito sul mercato

Abbiamo impostato il software per la gestione dei nostri clienti e lo utilizziamo ormai da diversi anni senza nessun problema.

Pros

Offre tutte le funzionalità necessarie per gestire i ticket degli utenti o dei clienti configurando team o gruppi di lavoro. Possibilità di creare campi custom e di personalizzare i template del form di inserimento dati.

Cons

Ho trovato qualche difficoltà nella configurazione iniziale degli utenti e dei team di lavoro, presenta però una grande community online.

Reasons for Choosing osTicket

Rispetto agli altri prodotti era l'unico completamente gratuito con tutte le funzionalità richieste

November 2021

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Functionality

5.0

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.

Pros

Fast, quick and easy to setup. OpenSource so can be self-hosted.

Cons

Some file types are not supported as attachments. A bit obsolete in terms of technology but does the job.

Reasons for Choosing osTicket

Open Source community and well tested by the community.

November 2016

Giorgi from Deeper

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

November 2016

Probably Best Free Customer Support Platform ever.

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.

September 2021

Indrawan from PT Unimedika Hospital

Company Size: 201-500 employees

Industry: Hospital & Health Care

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

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.

Pros

this ticketing system can have many categorized and element. so it is more easier to you while make your own form.

Cons

i think os ticket must build some business intelegent dashboard or make a decision report for management.

Reasons 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.