Overview
What is osTicket?
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
osTicket Review
osTicket Review
OsTicket Technician Point Of View
Quickstart to automating your support process.
osTicket - The Free Ticketing and KB System
osTicket, a great open source support ticketing system
Great software for all levels of expertise; spend and do no work, or save and customize as far as your mind can innovate!
Great solution and it is FREE!
One of the best Free Customer Service system
Popular Features
- Subscription-based notifications (7)8.484%
- Organize and prioritize service tickets (9)7.979%
- Ticket creation and submission (9)6.868%
- Ticket response (9)6.262%
Pricing
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $9 per month
Product Demos
Demo OsTicket
Zammad, a free, open source, self hosted Helpdesk Ticketing system to replace Snappy, osTicket, more
DEMO OSTICKET
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 7.9Organize and prioritize service tickets(9) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9Expert directory(4) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.4Subscription-based notifications(7) Ratings
Users subscribe to notifications for ticket updates
- 7.2ITSM collaboration and documentation(7) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 6.8Ticket creation and submission(9) Ratings
Users and agents can easily enter new support requests.
- 6.2Ticket response(9) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 9External knowledge base(5) Ratings
Customers can self-service by searching through help articles.
- 7.5Internal knowledge base(7) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 9Customer portal(7) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 7IVR(1) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 4Social integration(1) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.5Email support(7) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 5Help Desk CRM integration(3) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Tech Details
- FAQs
What is osTicket?
osTicket Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(16)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
osTicket has proven to be an essential tool for various organizations in streamlining their ticketing and incident management processes. With its ability to automate ticket creation from emails, no customer questions are missed, ensuring efficient incident registration. The user-friendly interface of osTicket allows for easy adaptation to the company's process requirements, enhancing departmental cooperation and communication. This has made it a preferred choice for small to medium-sized organizations seeking a simple yet fully-featured support system. The customer portal in osTicket enables customers to manage their own tickets and create new ones, greatly appreciated by users. Additionally, multiple departments within organizations have adopted osTicket as their primary support system, replacing previous cloud-based services and significantly improving response times. By logging technical issues and hardware requests through osTicket, IT teams can assign them to the appropriate team member, resulting in faster response times. Furthermore, osTicket has been implemented as a research request ticketing system at institutions, enabling customized tracking and management of institutional data requests. Overall, osTicket's versatility and efficiency have proven invaluable for companies across different sectors in providing excellent customer support and facilitating smooth internal operations.
Easy Setup: Many users have found the setup process of OSTicket to be extremely easy and straightforward. They were able to configure most features within half a day, making it quick and hassle-free.
Intuitive Interface: The intuitive interface of OSTicket has received widespread praise from both customers and agents. Its user-friendly design makes it easy for everyone to navigate and use the platform without any confusion or difficulties.
Knowledge Base Feature: Users highly appreciate the knowledge base feature in OSTicket as it allows agents and customers to quickly access commonly asked questions or information. This feature greatly improves overall efficiency by providing instant access to valuable resources.
Challenging Email Setup: Setting up outgoing email can be challenging and not straightforward, requiring creative thinking from users. Some users have found that the documentation lacks necessary hints/tips.
Lack of Social Media Integration: Users expressed frustration with the lack of social media integration in OsTicket. Many mentioned migrating to another customer support system that offers functionality to merge with social media accounts like Facebook and Twitter.
Limited Statistical Tools: Users noted the absence of statistical tools in OsTicket to measure overall system and agent performance. The existing charts and graphics were found to be hard to understand and only provided basic information by some reviewers.
Based on user reviews, the most commonly mentioned recommendations for OSTicket are:
- Try the demo first to see if it meets your needs.
- Check out the forums for helpful support and guidance.
- Ensure you have the ability to host OSTicket yourself if you want to take advantage of its free forever model.
- Take your time to properly set up OSTicket as making changes later on can cause problems.
- Utilize templates and teams in OSTicket for time-saving purposes.
- Consider getting a well-designed, responsive theme for OSTicket and getting involved in the community.
- If you need a free ticketing system, OSTicket is a great choice.
- Host OSTicket on your own servers for more flexibility.
- Consider Redmine if you don't wish to spend money on a ticketing software, but give OSTicket a try if Redmine is too difficult to set up.
- Despite its slightly odd path of the Admin panel, consider OSTicket as a great open-source ticketing system.
- Determine whether time or money is more important when deciding on OSTicket.
- Customize the user interface as needed; although it may not be visually appealing, it is functional.
- Consider that while suitable for SMB market or internal dev teams, scaling organizations may require heavy modifications of the base code.
Attribute Ratings
Reviews
(1-1 of 1)osTicket Review
- Merging duplicated tickets that are related to the same topic
- Ticket view permissions
- Ticket follow up via customer portal
- Ticket activity resumed dashboard
- Language package should permit also the translation of the templates
- It should not require the user to enter his details when creating a new ticket. This should be filled automatically
- Improve the layout of the ticket messages to facilitate reading and interpretation.
- Organize and prioritize service tickets
- 70%7.0
- Expert directory
- N/AN/A
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- Ticket creation and submission
- 50%5.0
- Ticket response
- 50%5.0
- External knowledge base
- N/AN/A
- Internal knowledge base
- N/AN/A
- Customer portal
- N/AN/A
- IVR
- N/AN/A
- Social integration
- N/AN/A
- Email support
- N/AN/A
- Help Desk CRM integration
- N/AN/A
- There is an enhancement in the communication with customers
- No more expenses on a paid ticketing tool
- Improvements in the Internal activities
- Customer ticketing management
- Internal task management
- Company staff management
- Internet staff management as they can be registered there.
- Contact details database
- Not sure
- Price
- Product Features
- Implemented in-house
- Installing the required packages for osTicket to work
- Failure on installing some packages
- Initial configuration after installation
- Assigning a ticket to a person or department
- Creating a ticket
- Managing user profile definitions
- There might be some issues on the installation
- Edit some templates
- Users and group permissions