What users are saying about
6 Ratings
6 Ratings
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Score 8.5 out of 101

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Likelihood to Recommend

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.
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Feature Rating Comparison

Incident and problem management

osTicket
8.2
Organize and prioritize service tickets
osTicket
9.5
Expert directory
osTicket
8.1
Subscription-based notifications
osTicket
5.6
ITSM collaboration and documentation
osTicket
8.5
Ticket creation and submission
osTicket
9.1
Ticket response
osTicket
8.6

Self Help Community

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

Multi-Channel Help

osTicket
6.6
Customer portal
osTicket
6.7
IVR
osTicket
7.0
Social integration
osTicket
4.0
Email support
osTicket
7.6
Help Desk CRM integration
osTicket
7.8

Pros

  • It is free and open-source
  • Easy to use
  • Easy to install and maintain
  • Many good features are delivered
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Cons

  • More plugins, especially one for SAML authentication
  • Preserve styling on upgrade (colors)
  • Allow more dynamic ways of asking questions to users
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Alternatives Considered

Free, easy to install and it does the same job
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Return on Investment

  • osTicket has greatly increased our end-user satisfaction. We have seen increased service response times and better tracking of support agents.
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Pricing Details

osTicket

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