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 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

29 Reviews of osTicket

 

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Software Advice Reviews (3)
More Reviews (26)

Showing 1-3 of 3

Josh from JetStream Radio
Specialty: Media
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Amazing free software

Ease-of-use

Functionality

Product Quality

Customer 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- Staff backend is quite outdated and doesn't perform above standards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

Review Source
 
 

Ron from Sanico Cleaning Solutions
Specialty: Distribution
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Awesome Ticketing System Once Set Up

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

sai from EXXAT LLC.
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Its easy and user friendly

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 
 
Showing 1-20 of 26

Lakshmi Deepak from TrustLogics
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Ticketing software for supporting customers

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Ticket management solution for supporting end users of a company

Cons

for open source, only community support is needed.

Review Source: Capterra
 

Steve from Sticker Boost
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Os ticket keeping our tickets sorted easily

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
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.

Review Source: Capterra
 

Ericus from SVI ISC
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

The free version works perfectly

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 


October 2018

October 2018

Free tickets system

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 

Eric from Cloudonix.io
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Great tool forticketing

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 

Dustin from Elk Grove Park District
Number of employees: 1 employee Employees number: 1 employee

August 2018

August 2018

Pretty good for FOSS

Ease-of-use

Functionality

Product Quality

Value for Money

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

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)

Review Source: Capterra
 


July 2018

July 2018

Perfect software for my ecommerce website support portal

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
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.

Review Source: Capterra
 

William from Third Hatch Inc

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 


June 2018

June 2018

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

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

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.

Review Source: Capterra
 

Adam from Firefly Legal, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Best open source Ticket system 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

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.

Review Source: Capterra
 

Jose from overseas supplier

April 2018

April 2018

It gets the job done without the clutter

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 

Raúl from Rolvas

March 2018

March 2018

Free self hosted version helped us organize support

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

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.

Review Source: Capterra
 

rafeeque from houseofanitadongre Ltd

March 2018

March 2018

osticket open source and easy to implement

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
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

Review Source: Capterra
 

Sean from Bed and Breakfast Property Management
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

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

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 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.

Review Source: Capterra
 

Tyler from Tykisson IT

March 2018

March 2018

Free and Easy!

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
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.

Review Source: Capterra
 

Paul from Archway Theatre
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Great feature packed helpdesk system.

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
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.

Review Source: Capterra
 


February 2018

February 2018

Open source and free

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
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

Review Source: Capterra
 

Alejandro from Alo Global Technologies
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

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

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

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.

Review Source: Capterra
 


January 2018

January 2018

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

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
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.

Review Source: Capterra
 

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.

Review Source: GetApp