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 ...


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Supported Operating System(s):

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

38 Reviews of osTicket

Average User Ratings

Overall

4.32 / 5 stars

Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(16)

16

4 stars

(18)

18

3 stars

(4)

4

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 38 results

June 2017

Kyle from The Systems Group

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.

December 2019

Shawn from Devenish

Company Size: 51-200 employees

Industry: Industrial Automation

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2019

osTicket

Overall osTicket has significantly helped me streamline our IT support in a mid-sized company.

Pros

osTicket is an open-source help desk ticketing system. It has all the best features, is easy to set up, deploy, and maintain and is fully customizable. I needed a help desk platform that could be hosted on-site and osTicket has fit the bill perfectly.

Cons

I really don't have any cons for this software. It's open-source and the developers monitor their support forums well so issues can be resolved in a timely manner.

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.

January 2018

Anonymous

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

2.0

Functionality

4.0

January 2018

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

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.

June 2018

William from Third Hatch Inc

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Functionality

4.0

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.