osTicket

Customer support ticket system

4,3 /5 (39 reviews) Write a Review!

osTicket Overview

What is osTicket?

osTicket offers a free open source ticket management and customer support solution for companies of all sizes, particularly small and medium businesses. The software can be used to collect tickets and assign custom fields to each ticket, creating a list of data associated with each ticket that can be shared on the knowledgebase for clients. You can create auto-response templates for incoming email tickets and rich text HTML allows you to add your logo, images and videos to tickets.

The ticket filter tool provided by osTicket allows you to define routing rules for tickets so that tickets are sent to the correct person or department. Tickets can also be reassigned if they have not been received by the right person, and notes of all actions are logged in the ticket thread. You can also define automatic actions for each ticket, such a canned response. The ticketing software helps further streamline operations by avoiding agent collision using the ticket locking tool. Further features include an auto-responder, customer portal and dashboard reports.

osTicket Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Free
Subscription
Open Source
Value for money

Opensource


osTicket Features

Devices
Business size
S M L
Markets
United States, Canada
Supported Languages
English

Media

Ticket detail view in osTicket
Managing open tickets in osTicket
Creating custom forms in osTicket
osTicket managing overdue tickets
Monitoring ticket activity in osTicket
Managing help topics in osTicket
osTicket screenshot: Ticket detail view in osTicket osTicket screenshot: Managing open tickets in osTicket osTicket screenshot: Creating custom forms in osTicket osTicket screenshot: osTicket managing overdue tickets osTicket screenshot: Monitoring ticket activity in osTicket osTicket screenshot: Managing help topics in osTicket

osTicket Reviews

osTicket Reviews

Overall rating
4,3
/
5
Excellent
17

Very good
18

Average
4

Poor
0

Terrible
0

Value for Money
4,8
Features
4,3
Ease of Use
4,2
Customer Support
4
90% recommended this app
Kyle M.

Great Help Desk Ticket System


Verified Reviewer

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

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.


Giorgi G.

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.


Verified Reviewer

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


Verified Reviewer

Perfect software for my ecommerce website support portal


Kyle M.
Industry: Construction
Company size: 501-1 000 Employees

Great Help Desk Ticket System

Used Daily for 2+ years
Reviewed on 2017/06/08
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Individual & Family Services
Company size: 201-500 Employees

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

Used Daily for 2+ years
Reviewed on 2018/06/05
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Giorgi G.

Probably Best Free Customer Support Platform ever.

Reviewed on 2016/11/08
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Verified Reviewer
Industry: Computer Software

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

Used Daily for 1+ year
Reviewed on 2018/01/14
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Verified Reviewer
Industry: Computer Software
Company size: 1 001-5 000 Employees

Perfect software for my ecommerce website support portal

Used Daily for 2+ years
Reviewed on 2018/07/16
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

User recommendation
8,6/10
Based on 39 user ratings
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osTicket Pricing

osTicket Pricing

Starting from
N/A
Free Trial
Free
Subscription
Open Source
Value for money

Opensource

Opensource

Value for Money
4,8/5
Based on 39 user ratings
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osTicket Features

osTicket Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4,3/5
Based on 39 user ratings
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Categories

Additional information for osTicket

Additional information for osTicket

Key features of osTicket

  • Agent Collision Avoidance
  • Assign and Transfer tickets
  • Configurable automatic reply
  • Configurable help topic
  • Custom Fields
  • Custom help topic forms
  • Customer support portal
  • Dashboard reports
  • Internal notes to tickets
  • Rich text or HTML email
  • Rules to route incoming tickets
  • Service Level Agreements
  • Ticket Filters

Benefits

  • Custom Fields: Create custom fields, forms and listing can be added to each web ticket or for specific help topics.

  • Ticket Filters: Use filters to route incoming tickets and set automatic actions such as ticket rejection, department assignment, and canned responses.

  • Agent Collision Avoidance: You can lock tickets so that multiple agents do not respond to the same request. You can set the amount of time the ticket remains locked for.

  • Service Level Agreements: Create as many SLA plans as you wish and associate them with help topics, departments or ticket filters. Get overdue alerts and notifications on due dates missed.

  • Customer Portal: All support requests and responses are automatically archived and saved to a customer self-help portal. Users can log in with their email and ticket ID to access help pages.

  • osTicket FAQs

    osTicket FAQs

    Below are some frequently asked questions for osTicket.

    Q. What type of pricing plans does osTicket offer?

    osTicket offers the following pricing plans:

    Pricing model: Free, Subscription, Open Source

    Free Trial: Not Available

    Opensource

    Q. What are the main features of osTicket?

    osTicket offers the following features:

    • Agent Collision Avoidance
    • Assign and Transfer tickets
    • Configurable automatic reply
    • Configurable help topic
    • Custom Fields
    • Custom help topic forms
    • Customer support portal
    • Dashboard reports
    • Internal notes to tickets
    • Rich text or HTML email
    • Rules to route incoming tickets
    • Service Level Agreements
    • Ticket Filters

    Q. Who are the typical users of osTicket?

    osTicket has the following typical customers:

    Small Business, Public Administrations, Non Profit, Freelancers, Mid Size Business

    Q. What languages does osTicket support?

    osTicket supports the following languages:

    English

    Q. What type of pricing plans does osTicket offer?

    osTicket has the following pricing plans:

    Free, Subscription, Open Source

    Q. Does osTicket support mobile devices?

    We do not have any information about what devices osTicket supports

    Q. What other apps does osTicket integrate with?

    We do not have any information about what integrations osTicket has

    Q. What level of support does osTicket offer?

    osTicket offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support