osTicket

osTicket

Customer support ticket system

4.5/5 (34 reviews)

osTicket Overview

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.

Pricing

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

Business size

S
M
L

Markets

Canada, Europe, United States

Supported Languages

English

osTicket Reviews

Overall rating
4.5/5
88% positive reviews
12
Excellent
18
Very good
4
Average
0
Poor
0
Terrible
Verified Reviewer

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 Importantly it also allows us to have a historical reference of all problems, outages, etc.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
Verified Reviewer

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

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

Verified Reviewer

Backbone Ticketing For Tech

Used Daily for 2+ years
Reviewed on 2019/02/17
Review Source: Capterra

Overall OSTicket lets our tech and maintenance teams address issues in a timely fashion. It is pretty simple to use and therefore easier than some systems for our less technical staff.

Pros

The software allows our staff to create trouble tickets for both tech and maintenance. The incorporation into out email system (Gmail) easily lets staff create these tickets through simple emails. More advanced users can log into the portal and track all of their open tickets.

Cons

Our previous software was harder to setup but had a few more features. It would be nice to have a heftier reporting feature or trend management built in. Inclusion of asset tracking would be a plus too.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

8.0/10
William F.

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

Used Daily for 2+ years
Reviewed on 2018/06/26
Review Source: Capterra

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.

Rating breakdown

Ease of Use

Likelihood to recommend

7.0/10

osTicket Pricing

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

Opensource

osTicket Features


  • API
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Auditing
  • Automatic Notifications
  • Collaboration Tools
  • Customizable Reporting
  • Data Import/Export
  • Drag & Drop Interface
  • Monitoring
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • SSL Security
  • Third Party Integration
  • Workflow Management

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

    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, Open Source, Subscription

    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:

    Freelancers, Mid Size Business, Non Profit, Public Administrations, Small 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, Open Source, Subscription

    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