What users are saying about

Asana

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Top Rated
808 Ratings
6 Ratings

Asana

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Top Rated
808 Ratings
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Score 8.3 out of 101
6 Ratings
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Score 8.5 out of 101

Add comparison

Likelihood to Recommend

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.
Kirk Brote profile photo

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.
No photo available

Feature Rating Comparison

Project Management

Asana
7.7
osTicket
Task Management
Asana
9.1
osTicket
Resource Management
Asana
7.8
osTicket
Gantt Charts
Asana
6.5
osTicket
Scheduling
Asana
8.6
osTicket
Workflow Automation
Asana
7.6
osTicket
Team Collaboration
Asana
9.0
osTicket
Support for Agile Methodology
Asana
8.5
osTicket
Support for Waterfall Methodology
Asana
8.5
osTicket
Document Management
Asana
7.0
osTicket
Email integration
Asana
7.1
osTicket
Mobile Access
Asana
7.7
osTicket
Timesheet Tracking
Asana
6.1
osTicket
Change request and Case Management
Asana
8.4
osTicket
Budget and Expense Management
Asana
6.7
osTicket

Professional Services Automation

Asana
6.2
osTicket
Project & financial reporting
Asana
5.5
osTicket
Integration with accounting software
Asana
7.0
osTicket

Incident and problem management

Asana
osTicket
8.3
Organize and prioritize service tickets
Asana
osTicket
9.5
Expert directory
Asana
osTicket
8.2
Subscription-based notifications
Asana
osTicket
5.6
ITSM collaboration and documentation
Asana
osTicket
8.5
Ticket creation and submission
Asana
osTicket
9.1
Ticket response
Asana
osTicket
8.6

Self Help Community

Asana
osTicket
8.6
External knowledge base
Asana
osTicket
8.5
Internal knowledge base
Asana
osTicket
8.6

Multi-Channel Help

Asana
osTicket
6.6
Customer portal
Asana
osTicket
6.8
IVR
Asana
osTicket
7.0
Social integration
Asana
osTicket
4.0
Email support
Asana
osTicket
7.7
Help Desk CRM integration
Asana
osTicket
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.).
No photo available
  • 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).
No photo available

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.
David Szostak profile photo
  • 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.
No photo available

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
Ian Mortimer profile photo
No score
No answers yet
No answers on this topic

Usability

Asana6.0
Based on 5 answers
This is the best task management App for teams I have used
Ronen Soreq profile photo
No score
No answers yet
No answers on this topic

Reliability and Availability

Asana8.4
Based on 2 answers
Working with Asana on a daily basis
Ronen Soreq profile photo
No score
No answers yet
No answers on this topic

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).
No photo available
No score
No answers yet
No answers on this topic

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.
Andrew Makar profile photo
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.
No photo available

Scalability

Asana8.2
Based on 1 answer
I used this tool on a daily basis at work and it runs as a solid rock
Ronen Soreq profile photo
No score
No answers yet
No answers on this topic

Return on Investment

  • Asana has helped us be more efficient in tracking projects while simultaneously eliminating the clutter of emails.
Laura Emmet profile photo
  • osTicket has greatly increased our end-user satisfaction. We have seen increased service response times and better tracking of support agents.
No photo available

Pricing Details

Asana

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
8.33*
1.  per user per month
Additional Pricing Details
Asana is always free for teams of up to 15 people.

osTicket

General
Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details