osTicket
About 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. Users can create auto-response templates for incoming email tickets and rich text HTML, allowing them to add your logo, images and videos to tickets.
The ticket filter tool provided by osTicket allows businesses 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. Users can 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 autoresponder, customer portal and dashboard reports.
Key benefits of osTicket
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- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Simple Organization and Execution Tool
Reviewed on 2025/02/24
The OsTicket tool did not help much with the organization of tasks and requirements in the company...
The OsTicket tool did not help much with the organization of tasks and requirements in the company where I work, because the area where I am is IT and this tool is essential to have a better management of the requirements that come out daily, that is why I recommend its use.
Pros
I really like this ticket tool because it helped me keep the requirements in our company in order. Before I discovered this tool, everything was in disarray and it was very difficult to work, but thanks to OsTicket everything was much better.
Cons
What I didn't like very much is that it is a complete tool and has many functions that at first it is difficult to understand what each function is for, but by watching tutorials and manuals I was able to understand the use of the tool much better.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
The jumping Kangaroo I like
Reviewed on 2024/05/25
We switched some months ago from another product. After the initial settings (creation of staff,...
We switched some months ago from another product. After the initial settings (creation of staff, set the email subjects, the SLA, the fields to be displayed...) we start using OsTicket and it works really well. You just need to learn to manage and move among the various tabs, that may be a bit confusing sometime.
I also use OsTicket via mobile phone, the web pages are clear and easy to navigate and interact. Well Done!
Pros
First of all, you can use OSticket freely, install it on a Linux machine, set your environment and you will have a fully working ticketing system.
The interface may not look appealing, but it has all the information and features you need, plus of course you can customize it.
Customers can open tickets via web interface or simply sending an email (you have to set this feature). You will receive an alert via email (remember to customize the alert) and on dashboard a new ticket will be displayed.
Just assign it to yourself (or other collegue) and interact. Files and images can be attached.
Very simple and intuitive to use.
When you are on holiday you can set the holiday mode on your profile so you will not receive notifications, just remember to uncheck it when you come back.
Cons
You need a Linux machine and a bit of knowlegment to make OStocket work. Anyway you will find documentation on internet.
Interface may look old. I suggest to zoom it.
- Industry: Food & Beverages
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 10.0 /10
Great helpdesk system | Opensource and Paid version
Reviewed on 2023/04/25
I've worked with several OSTicket versions for more than five years, from 1.5 to 1.17. further, i...
I've worked with several OSTicket versions for more than five years, from 1.5 to 1.17. further, i have implemented both the self-hosted and cloud versions for a number of organizations. this can be very useful especially if you are the first time using ITSM and ticketing management.
Pros
OS Ticket has been used as an IT Help Desk system and incident management systemEmail integration (O365 /Google workspace)Department-wise ticket number generation Help topic-wise SLAVery easy version upgrade for on-prem
Cons
Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple systems with OSticket)Email fetch time issue - it takes more time to fetch the mail than what we configured in the systemVersion 1.17 has an issue with one DB view - department-wise ticket countAuto escalation not available
Reasons for Switching to osTicket
OS Ticket has been used as an IT Help Desk system and incident management system for our company. Also, Users can easily send in a help request via email, for ticket generation and alerts to our help desk. Open Source edition with maximum features available. Very easy configuration as admin.- Industry: Construction
- Company size: 51–200 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Basic solution
Reviewed on 2024/12/19
I try this one and it's realy basic ticket solution we decid to switch to GLPI
I try this one and it's realy basic ticket solution we decid to switch to GLPI
Pros
-open source
- easy to us
- low cost
- easy to setup
Cons
- Limited customizable
- security vulnerabilities
Alternatives Considered
GLPiReasons for Switching to osTicket
we choose glpi because they have more features- Industry: Medical Practice
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Overall Good Company
Reviewed on 2025/01/10
Overall I feel the experience with OsTicket is positive. we used the site to submit tickets for...
Overall I feel the experience with OsTicket is positive. we used the site to submit tickets for work orders and the quality of use with the system is top notch. i would recommend this company to anyone in need of a great support system.
Pros
OsTicket is an Easy to get support through our systems. the ease of use with simple design is what i like most about this company.
Cons
i think the response time could use an improvement but overall i enjoy this product for the company use.
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:
- Starting from: US$12.00/month
- Pricing model: Free Version, Subscription
- Free Trial: Not Available
Opensource
Q. Who are the typical users of osTicket?
osTicket has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500
Q. What languages does osTicket support?
osTicket supports the following languages:
English, German
Q. Does osTicket support mobile devices?
osTicket supports the following devices:
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:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
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Help Desk Software
