What users are saying about
3 Ratings
13 Ratings
3 Ratings
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Score 9 out of 100
13 Ratings
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Score 8 out of 100

Likelihood to Recommend

Helpjuice

I think it's very well suited for a knowledge database.
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

Feature Rating Comparison

Incident and problem management

Helpjuice
7.0
osTicket
8.5
Expert directory
Helpjuice
7.0
osTicket
9.0
ITSM collaboration and documentation
Helpjuice
7.0
osTicket
7.5
Organize and prioritize service tickets
Helpjuice
osTicket
9.0
Subscription-based notifications
Helpjuice
osTicket
8.4
Ticket creation and submission
Helpjuice
osTicket
9.0
Ticket response
Helpjuice
osTicket
7.9

Self Help Community

Helpjuice
9.0
osTicket
8.4
Internal knowledge base
Helpjuice
9.0
osTicket
7.9
External knowledge base
Helpjuice
osTicket
9.0

Multi-Channel Help

Helpjuice
8.0
osTicket
6.9
Customer portal
Helpjuice
8.0
osTicket
9.0
IVR
Helpjuice
osTicket
7.0
Social integration
Helpjuice
osTicket
4.0
Email support
Helpjuice
osTicket
9.4
Help Desk CRM integration
Helpjuice
osTicket
5.0

Pros

Helpjuice

  • It's stable.
  • It's flexible.
  • It's user-friendly.
Anonymous | 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

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.
Anonymous | TrustRadius Reviewer

osTicket

  • Interface is fixed width and could stand to be re-written in a modern responsive style.
  • The automation could be improved, there are filters and rules but no strict automation.
Anonymous | TrustRadius Reviewer

Support Rating

Helpjuice

No score
No answers yet
No answers on this topic

osTicket

osTicket 6.0
Based on 1 answer
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

Alternatives Considered

Helpjuice

Helpjuice is more robust and flexible, we can do more with Helpjuice faster than before.
Anonymous | TrustRadius Reviewer

osTicket

SysAid free version has comparable features compare to osTicket such as Email to Ticket and self service portal however the cost to upgrade to the full version did sway our decision.
Anonymous | TrustRadius Reviewer

Return on Investment

Helpjuice

  • The impact is mostly positive, users like the speed and ease.
Anonymous | 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

Pricing Details

Helpjuice

General

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

osTicket

General

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

Rating Summary

Likelihood to Recommend

Helpjuice
8.0
osTicket
8.2

Support Rating

Helpjuice
osTicket
6.0

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