A lot of awesome functionality. Mass manipulation of tickets and linking tickets to together in parent-child relationships.

Feature Rich Support System for a Great Price.

Configuring the product for things such as user grouping and admin roles was easy in some regards, but could also be cumbersome navigating the areas to make these configurations.

It's very stable, customizable, and easy to use and understand. Most updated and changes are only a few clicks and they're done.

The follow up is also a welcome benefit. We reviewed more than a few products and GWI has met every expectation.

Active directory integration is a huge plus and allows the end user to open tickets with minimal input.

The good thing about it is that this is not just a one person opinion, most of the IT members likes its ease of use. Just a small Link on SharePoint or pushed to the desktops and anyone in the Org.

If you're looking for a great help desk application that integrates well into a Windows environment - then look no further.

The application is fully customizable to fit your business needs. The product consistently gets better and better with each release and the customer support is outstanding.

The minimal training we recieved was thorough. The help and online help is excellent and very well written.

Integrating with Outlook and other 3rd party tools. Overall attractive User Interface.

Customer support was very helpful though. It was easy to lose track of tickets for follow ups and think they could make a better interface for this area.

I love the new rep interface which has dashboards so that I can graphically see the numbers and kinds of help tickets out there. I love the email notifications of new tickets, updates, etc.

Fairly intuitive and easy to customize views. Good automation options for workflow notifications.

The PC scan feature is amazing, incredibly useful utility. Numerous Reporting options.

When you have hundreds of devices, sorting them is very difficult unless you have tons of time to customize.

Our company has many ticketing platforms and for our user base, this was an inexpensive and easy to implement tool.

The user-facing portal is ugly and very difficult to manage.

Moreover, they have not updated their install manual since about version 8 or so, they are now on ver 17. I have trouble with most upgrades.

I was part of the team to implement the product and found it really easy. Now that we have been working on it for 4 months I can see all of the benefits offered.

Open sourced, customizable,  very easy to use and multi-user.

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

Good ticketing system if you need many options, good if you have multiple types of supporting agent that deals with different departments.

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

Like a I said in the title it fitted our needs at the time, but as we improved our system we found that we had outgrown the software.

The biggest benefit is that it can be hosted internally and it is free. However, for free you can use another solution (such as FreshDesk) which is much easier to setup.

It's fairly easy to customize and is very intuitive. It has an active support forum and community supporting it.

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.

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.

I love their free platform and allowing self hosting.

OsTicket is extremely versatile, and for the SMB market (or for a small dev team) it is a very powerful tool with the ability to extremely customize the tool, all with no price tag.

OsTicket, the free opensource helpdesk solution.

The software worked well when used in support for services that required SLAs. With that, it was easy to analyze how efficient our support was.

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.

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.

OsTicket is an open-source help desk ticketing system.

Only for companies that have almost zero budget  but have a good developer in-house.

Solution that is free, lightweight, reliable, open source, and easy to setup and use. Has most of the features of the paid solutions.

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.

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.

It's the best open source ticketing system. Claiming and reassigning tickets is very easy, as well as email notification is sent out, once a ticket is overdue.

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.

OsTicket is the best open source ticking system out there. Did I mention that it's free.

Being free to use and easy to implementation gives us a huge savings in our organization.

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.

It has a very ease to use API to make osTicket work with external systems like call center and CRM.

Has open source version in case you have an internal development team and would like to increase functionality. Simple to use hence has manageable learning curve.

Initial configuration can be difficult if you have never done it before. There are so many things to setup just to get it working.

Once setup it is a very stable platform. All advanced ticket management features are available, including routing and templates.

iSuppport is a help desk solution designed for small and midsize companies that offers incident management, problem management, change management, end user self-support and reporting functionalities within a suite.


iSupport allows users to manage all the aspects of the help desk process including incident, change and deployment approvals from a single solution. The incident management functionality of the solution combines incoming requests from multiple sources such as phone, email, chat and discussion forums and routes them to the appropriate staff based on defined business rules.


iSupport features mySupport which allows users to share the self help material with team members. This feature also allows users to manage help desk discussion forums and live chat with end users.


iSupport features asset tracking which allows users to track all the IT assets with the help of scanning techniques and network queries. Users can schedule scans, maintain a log of historical issues and use the information for improving the quality of help desk services.



LongDescription

Support Ticket Management

Surveys & Feedback

Document Storage

Session Recording

IT Asset Management

Customer Service Analytics

Workflow Configuration

Contract/License Management

Change Management

Project Management

Customer Database

Automated Routing

Call Center Management

Problem Management

Self Service Portal

Screen Sharing

Performance Metrics

Diagnostic Tools

Multi-Channel Communication

Configuration Management

Queue Management

Social Media Integration

Workflow Management

Email Management

Ticket Management

Asset Tracking

Knowledge Base Management

Network Monitoring

Real-Time Chat

Service Level Agreement (SLA) Management

Availability Management

Macros/Templated Responses

Interaction Tracking

Alerts/Escalation

Customizable Branding

Reporting/Analytics

Remote Access/Control

Appointment Management

Incident Management

Live Chat

Windows 7

Windows Vista

Windows XP

Mac OS

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

Chat

11-50

51-200

201-500

501-1000

1000+

iSupport

Live Online

Webinars

Documentation

US Dollar

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.



iSupport vs osTicket

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