osTicket

RATING:

4.3

(52)

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, the IT department can gain complete vis...

osTicket Pricing

Opensource

Starting price: 

$9.00 per month

Free trial: 

Not Available

Free version: 

Available

Ticket activity
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osTicket Reviews

Overall Rating

4.3

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4

Value for money

5

Functionality

4

Most Helpful Reviews for osTicket

1 - 5 of 50 Reviews

Kyle

Verified reviewer

Construction, 501-1,000 employees

Used daily for more than 2 years

Review Source: GetApp

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

FUNCTIONALITY

5

Reviewed 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.

Indrawan

Hospital & Health Care, 201-500 employees

Used daily for more than 2 years

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

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.

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.

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.

Fabruzio

Information Technology and Services, 2-10 employees

Used daily for less than 12 months

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

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

FUNCTIONALITY

4

Reviewed May 2024

osTicket an easy way to manage customers tickets

I use osTicket everyday and helps me a lot to manage customers requests. The interface is simple and intuitive, I suggest to zoom it for better visibility. Highly recommended!

PROS

Os Ticket helps you to manage helpdesk request by your customers. They can open a new ticket via email or create an account and interact via dashboard and you can assign the new ticket to yourself or your collegues. In your replies you and attach images and/or document. You can have reports and do many researches and also customize the logos/initial screen, set holiday mode (so no new ticket notifications will arrive to you). Osticket runs on linux machine, the installation and configuration is quite easy, just follow the instructions. You can find documentation and plugins on internet.

CONS

Some menus are a bit confusing, sometimes when I click on a features I don't see on screen what expected

User Profile

Aravinth

Verified reviewer

Food & Beverages, 501-1,000 employees

Used daily for more than 2 years

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

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.

PROS

OS 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

CONS

Version 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

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

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.

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.

Reason for choosing osTicket

Open Source community and well tested by the community.