What users are saying about
11 Ratings
15 Ratings
11 Ratings
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Score 8.4 out of 100
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • Helpjuice ranks higher in 1 feature set: Multi-Channel Help
  • osTicket ranks higher in 2 feature sets: Incident and problem management, Self Help Community

Incident and problem management

6.5

Helpjuice

65%
7.8

osTicket

78%
osTicket ranks higher in 5/6 features

Organize and prioritize service tickets

6.0
60%
1 Rating
8.3
83%
9 Ratings

Expert directory

7.0
70%
2 Ratings
9.0
90%
4 Ratings

Subscription-based notifications

7.0
70%
1 Rating
8.4
84%
7 Ratings

ITSM collaboration and documentation

6.0
60%
2 Ratings
7.1
71%
7 Ratings

Ticket creation and submission

5.0
50%
1 Rating
7.5
75%
9 Ratings

Ticket response

8.0
80%
1 Rating
6.7
67%
9 Ratings

Self Help Community

8.0

Helpjuice

80%
8.3

osTicket

83%
Helpjuice ranks higher in 1/2 features

External knowledge base

8.0
80%
2 Ratings
9.0
90%
5 Ratings

Internal knowledge base

8.0
80%
3 Ratings
7.5
75%
7 Ratings

Multi-Channel Help

7.6

Helpjuice

76%
6.9

osTicket

69%
osTicket ranks higher in 3/5 features

Customer portal

8.0
80%
2 Ratings
9.0
90%
7 Ratings

IVR

6.0
60%
1 Rating
7.0
70%
1 Rating

Social integration

8.0
80%
1 Rating
4.0
40%
1 Rating

Email support

8.0
80%
1 Rating
9.5
95%
7 Ratings

Help Desk CRM integration

8.0
80%
1 Rating
5.0
50%
3 Ratings

Attribute Ratings

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

Likelihood to Recommend

8.5

Helpjuice

85%
3 Ratings
8.8

osTicket

88%
9 Ratings

Likelihood to Renew

Helpjuice

N/A
0 Ratings
10.0

osTicket

100%
1 Rating

Usability

Helpjuice

N/A
0 Ratings
8.0

osTicket

80%
1 Rating

Support Rating

Helpjuice

N/A
0 Ratings
1.1

osTicket

11%
2 Ratings

Implementation Rating

Helpjuice

N/A
0 Ratings
10.0

osTicket

100%
1 Rating

Likelihood to Recommend

Helpjuice

With the ability to set docs public and private, we've merged two repositories and solely work from Helpjuice. Not only is this easier, it also helps ensure the messaging is consistent internally and externally.
Read full review

Enhancesoft LLC

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.
Read full review

Pros

Helpjuice

  • Provides exact information
  • Practical Knowlege
  • Useful information
Read full review

Enhancesoft LLC

  • 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).
Read full review

Cons

Helpjuice

  • It's pretty easy to use as is. The area when forms are uploaded can be improved, seems like it can be done with less effort.
Read full review

Enhancesoft LLC

  • 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.
Read full review

Pricing Details

Helpjuice

Starting Price

Editions & Modules

Helpjuice editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Every Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.

    osTicket

    Starting Price

    $9 per month

    Editions & Modules

    osTicket editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Helpjuice

      No answers on this topic

      Enhancesoft LLC

      It does well what I was looking for on a ticketing tool
      Read full review

      Usability

      Helpjuice

      No answers on this topic

      Enhancesoft LLC

      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.
      Read full review

      Support Rating

      Helpjuice

      No answers on this topic

      Enhancesoft LLC

      Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support
      Read full review

      Implementation Rating

      Helpjuice

      No answers on this topic

      Enhancesoft LLC

      Grant all prerequisites are met, before installing to avoid any issue during the installation
      Read full review

      Alternatives Considered

      Helpjuice

      Helpjuice all the way. Navigating is much easier and seems to index content much better IMO.
      Read full review

      Enhancesoft LLC

      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.
      Read full review

      Return on Investment

      Helpjuice

      • Converting clients
      • Tickets management
      • Client management
      Read full review

      Enhancesoft LLC

      • 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.
      Read full review

      Screenshots

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