What users are saying about
15 Ratings
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Score 9.2 out of 100
15 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Remote Administration

    9.1

    DeskRoll Remote Desktop

    91%

    osTicket

    Feature Set Not Supported
    N/A
    DeskRoll Remote Desktop ranks higher in 6/6 features

    Screen sharing

    8.5
    85%
    3 Ratings
    N/A
    0 Ratings

    File transfer

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Instant message

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Over-the-Internet remote session

    10.0
    100%
    3 Ratings
    N/A
    0 Ratings

    Initiate remote control from mobile

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Multi-platform remote control

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    DeskRoll Remote Desktop

    Feature Set Not Supported
    N/A
    7.9

    osTicket

    79%
    osTicket ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.4
    84%
    9 Ratings

    Expert directory

    N/A
    0 Ratings
    9.0
    90%
    4 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.1
    71%
    7 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.8
    78%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    6.9
    69%
    9 Ratings

    Self Help Community

    DeskRoll Remote Desktop

    Feature Set Not Supported
    N/A
    8.3

    osTicket

    83%
    osTicket ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    9.0
    90%
    5 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.5
    75%
    7 Ratings

    Multi-Channel Help

    DeskRoll Remote Desktop

    Feature Set Not Supported
    N/A
    6.9

    osTicket

    69%
    osTicket ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    IVR

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Social integration

    N/A
    0 Ratings
    4.0
    40%
    1 Rating

    Email support

    N/A
    0 Ratings
    9.5
    95%
    7 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    5.0
    50%
    3 Ratings

    Attribute Ratings

    • osTicket is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.0

    DeskRoll Remote Desktop

    80%
    3 Ratings
    8.6

    osTicket

    86%
    9 Ratings

    Likelihood to Renew

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    10.0

    osTicket

    100%
    1 Rating

    Usability

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    8.0

    osTicket

    80%
    1 Rating

    Support Rating

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    1.2

    osTicket

    12%
    2 Ratings

    Implementation Rating

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    10.0

    osTicket

    100%
    1 Rating

    Likelihood to Recommend

    DeskRoll Remote Desktop

    During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
    Anonymous | TrustRadius Reviewer

    osTicket

    For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
    Sander Kaldenhoven | TrustRadius Reviewer

    Pros

    DeskRoll Remote Desktop

    • I am able to get connected with clients and the in-house environment through the secure access feature.
    • Co-development and collaboration made office work easier.
    • The integration with customer help desk and the ticketing system made things easier.
    • You can easily access any desktop and do troubleshooting quickly.
    Sudipta Debnath | TrustRadius Reviewer

    osTicket

    • 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).
    Anonymous | TrustRadius Reviewer

    Cons

    DeskRoll Remote Desktop

    • DeskRoll has really done a great job with this software and I don't see any need for improvement
    Matt Karcher | TrustRadius Reviewer

    osTicket

    • 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.
    Paulo Major | TrustRadius Reviewer

    Pricing Details

    DeskRoll Remote Desktop

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Entry-level set up fee?
    Optional
    $3.25

    Starting Price

    $8.25 per user/per month

    DeskRoll Remote Desktop Editions & Modules

    Edition
    DeskRoll Pro 1 Month$29.951
    DeskRoll Pro 1 Year$299.401
    DeskRoll Starter$392
    DeskRoll Lite$8.253
    DeskRoll Lite$994
    1. per seat
    2. per user/per year
    3. per user/per month
    4. per user/per year
    Additional Pricing Details
    With each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.

    osTicket

    General

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

    Starting Price

    $9 per month

    osTicket Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    DeskRoll Remote Desktop

    No score
    No answers yet
    No answers on this topic

    osTicket

    osTicket 10.0
    Based on 1 answer
    It does well what I was looking for on a ticketing tool
    Paulo Major | TrustRadius Reviewer

    Usability

    DeskRoll Remote Desktop

    No score
    No answers yet
    No answers on this topic

    osTicket

    osTicket 8.0
    Based on 1 answer
    I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.
    Paulo Major | TrustRadius Reviewer

    Support Rating

    DeskRoll Remote Desktop

    No score
    No answers yet
    No answers on this topic

    osTicket

    osTicket 1.2
    Based on 2 answers
    Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    DeskRoll Remote Desktop

    No score
    No answers yet
    No answers on this topic

    osTicket

    osTicket 10.0
    Based on 1 answer
    Grant all prerequisites are met, before installing to avoid any issue during the installation
    Paulo Major | TrustRadius Reviewer

    Alternatives Considered

    DeskRoll Remote Desktop

    We've used various services - RemotePC, LogMeIn, Go2MyPC, etc. We have used it all and none have been as great as DeskRoll Remote Desktop. In other versions, the screen is not super legible, meaning the text is fuzzy or ill-fitting to the viewer's PC screen. We've experienced click delays, and recurring issues where we get kicked off and our data is lost. However, that doesn't happen with DeskRoll Remote Desktop.
    Anonymous | TrustRadius Reviewer

    osTicket

    osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    DeskRoll Remote Desktop

    • It has provided easier business access and our ROI is 70%+.
    • Customer Satisfaction Survey: we are able to manage a high rating of 9+ - even in a difficult time.
    • Internal team collaboration was made easier through secure Instant messaging that we got integrated through Cisco Webex.
    Sudipta Debnath | TrustRadius Reviewer

    osTicket

    • When we had a hosted version of osTicket, we were saving some time by having them work on our setup, but we were spending a lot. Switching to our own osTicket build from their open sourcing not only saved us money upfront but we actually spent LESS time developing because we knew our ideas and didn't have to explain them to another (unrelated) party.
    • Creating our own ticketing infrastructure for institutional data requests has been a game changer for us. We have been able to interface with our enterprise email client and create a level of customization that meets our existing informational technology culture.
    Anonymous | TrustRadius Reviewer

    Screenshots

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