Likelihood to Recommend We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.
Read full review 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 The most important factor of Livechat is their own chat support, I had many requirement from the Sales Head, Support Head to implement features that I was unsure if the product could do. However, as I did the implementation one by one I constantly used the chat support which helped me step by step all the way. The UX of the product is pretty simple and intuitive to use. There are quite a few features that we could easily plug and play. We tried going to the market to find a solution that could help us but they did not have as many out of the box features and simple to use Their integration between LiveChat and Chatbot is pretty seamless and since both of them are from the same company, it's works pretty well. Read full review 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 It has a limited amount of agents, so when you have many customer care employees during one shift it is hard to manage the quantity of active agents. When system is overloaded and many customers are waiting in a queue it starts to works slowly (sometimes the program even lags) and you need to refresh the system to write a message. Occasionally when you open a new tab, you might lose your current conversation. Read full review 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 Likelihood to Renew It does well what I was looking for on a ticketing tool
Read full review Usability 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 The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
Read full review 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 Grant all prerequisites are met, before installing to avoid any issue during the installation
Read full review Alternatives Considered Overall very similar in design, but LiveChat had a better interface, better reporting and analytic tools, better mobile support, and just an easier overall feel. The two products are very much alike in the vast majority of ways, but I ended up preferring this product overall. Price points were similar as well, as well as the allowed number of users.
Read full review 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 We have a small team so the overall impact is that it is easy for one or two employees to handle a large number of tickets without hiring more people. Plus, you can use this software remotely, save a ton on traveling to and from and office. Read full review 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