Asana vs osTicket

Asana

Asana functions particularly well in scenarios with well-established teams with well-established processes and a mature SDLC. The reason is that Asana can be configured to do many, many different things, and be used in many, many different ways, and with that power comes a lot of responsibility to figure out your process before you try and automate it. It's software, not magic.

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Kirk Brote

Senior Director of Product Experience

WuXi NextCODEBiotechnology, 501-1000 employees

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osTicket

osTicket is very well suited for small to medium environments where the budget might be tight or a complex system isn't desired. The basic pillars of osTicket being that it is simple, lightweight, reliable, open source, and best of all free really make osTicket a great alternative to higher-cost customer support systems. While osTicket does have shortfalls which would be bad for some environments—like not offering social media integration, lacking a flashy user interface, no detailed analytics (satisfaction, performance, etc.), no live chat/messaging, and any detailed customization requires PHP knowledge—osTicket is a great free and simple support system without the extra features and costs the alternatives offer.

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Verified User

Employee in Information Technology

Higher Education Company, 1001-5000 employees

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Feature Rating Comparison

Asana

7.7

osTicket

—

Task Management

9.1

—

Resource Management

7.8

—

Gantt Charts

6.5

—

Scheduling

8.6

—

Workflow Automation

7.6

—

Team Collaboration

9.0

—

Support for Agile Methodology

8.5

—

Support for Waterfall Methodology

8.5

—

Document Management

7.0

—

Email integration

7.1

—

Mobile Access

7.7

—

Timesheet Tracking

6.1

—

Change request and Case Management

8.4

—

Budget and Expense Management

6.7

—

Asana

6.2

osTicket

—

Project & financial reporting

5.5

—

Integration with accounting software

7.0

—

Asana

—

osTicket

8.3

Organize and prioritize service tickets

—

9.5

Expert directory

—

8.2

Subscription-based notifications

—

5.6

ITSM collaboration and documentation

—

8.5

Ticket creation and submission

—

9.1

Ticket response

—

8.6

Asana

—

osTicket

8.6

External knowledge base

—

8.5

Internal knowledge base

—

8.6

Asana

—

osTicket

6.6

Customer portal

—

6.8

IVR

—

7.0

Social integration

—

4.0

Email support

—

7.7

Help Desk CRM integration

—

7.7

Pros

Report of tasks added to tasks completed to see how productive the team has been with a particular project.
Individual tasks so you can see how swamped/not others on the team are.
Adding a project/task to multiple projects is awesome. We have a general ALL marketing projects in one project and then separate them out in another (email, social media, etc.).

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Verified User

Team Lead in Other

Computer Software Company, 1-10 employees

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osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).

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Verified User

Employee in Information Technology

Higher Education Company, 1001-5000 employees

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Cons

If you don't have a champion, the tool won't be used. Just like a shared drive, it has to be kept clean and organized or no one will use it.
No Gantt chart functionality.
Printing customization doesn't exist - i.e. doesn't show sub-tasks.

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David Szostak

Director of Marketing

1871Marketing and Advertising, 11-50 employees

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Our biggest issue with osTicket is that ticket analytics is a little basic. It would be nice if there was some expanded statistics metrics like some of the other paid systems.
A minor complaint would be the basic user interface. When compared to other support systems it looks a little dated. However, I still prefer a solid easy to use and reliable system over a fancy interface.
Another minor complaint is the Framework, osTicket is built on PHP. While PHP is still very popular and widely developed for. There are some in the osTicket community that would like to see osTicket move to something more modern. Personally, I prefer osTicket's reliability over the implementation of the newest web programming languages.

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Verified User

Employee in Information Technology

Higher Education Company, 1001-5000 employees

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Likelihood to Renew

Asana10.0

Based on 32 answers

Big fan of Asana. There are many free tools out there so difficult to take on more cost when we have free tools we can use

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Ian Mortimer

Senior iOS Developer

Savant SystemsInformation Technology and Services, 11-50 employees

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No score

No answers yet

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Usability

Asana6.0

Based on 5 answers

This is the best task management App for teams I have used

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Ronen Soreq

Project Manager

ClickSoftwareComputer Software, 501-1000 employees

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No score

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Reliability and Availability

Asana8.4

Based on 2 answers

Working with Asana on a daily basis

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Ronen Soreq

Project Manager

ClickSoftwareComputer Software, 501-1000 employees

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No score

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Support

Asana8.3

Based on 2 answers

They don't fix everything, but they have certainly gone the extra mile for us. When we were frustrated with a recent change that altered our default view of every project, changing it from all projects being visible to just incomplete projects being visible, they wrote a custom script to change all of our default views back for us, so we didn't have to manually click 3,000 times (we have over a thousand projects).

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Verified User

C-Level Executive in Product Management

Internet Company, 11-50 employees

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No score

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Alternatives Considered

Asana has its proper place in task management. There are better tools that provide similar functionality but the decision depends heavily on the actual requirements. If you own a small business or a start up, Asana is excellent. If you are an enterprise level organization, you'll want to map the requirements to the key features and functionality. Considering Asana is a free product with a paid model as you grow, it is an excellent offering to the project management community.

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Andrew Makar

Program Manager

General MotorsInformation Technology and Services, 1-10 employees

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While osTicket doesn't offer anywhere near the amount of features that Zendesk provides. OsTicket is completely free and doesn't have a monthly or per agent cost. Also, Zendesk doesn't offer any self-hosting options as opposed to osTicket which is completely open source and can be hosted anywhere.

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Verified User

Employee in Information Technology

Higher Education Company, 1001-5000 employees

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