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 has so many uses. While it's designed to be a help ticketing application, it really can be used for just about anything you would want to track and maintain. The hosted version is definitely geared toward help ticketing with the language on the buttons, etc., but all of this can be modified if you are using the open source version. You can actually make modifications to the hosted version (for a price) so even if you don't have development staff, you can still customize (if you are willing to pay their price, that is).
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Feature Rating Comparison

Incident and problem management

osTicket
8.3
Organize and prioritize service tickets
osTicket
9.4
Expert directory
osTicket
8.2
Subscription-based notifications
osTicket
5.7
ITSM collaboration and documentation
osTicket
8.5
Ticket creation and submission
osTicket
9.1
Ticket response
osTicket
8.7

Self Help Community

osTicket
8.6
External knowledge base
osTicket
8.5
Internal knowledge base
osTicket
8.7

Multi-Channel Help

osTicket
6.6
Customer portal
osTicket
6.8
IVR
osTicket
7.0
Social integration
osTicket
4.0
Email support
osTicket
7.8
Help Desk CRM integration
osTicket
7.6

Pros

  • In the open source version of this software, you can essentially customize the product in endless ways while you're saving capital by not having this hosted for you.
  • The fact that this company has created an OS version and made it available to eager developers says a lot about the company. It says that they recognize businesses' need to customize software and allow them the ability to do so.
  • osTicket's community forum is constantly evolving with new ideas and from osTicket releases. This means that almost every idea that comes to you as a user, as far as improvements, ends up being heard.
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Cons

  • osTicket's hosted version is expensive and customization is kind of hard to come by. So, unless you have programming-proficient developers on hand (we do!) you will need to accept the options that you are paying for.
  • osTicket's community forum has had some bugs recently as they have rolled out a new platform for it. For people who rely on the community forum extensively, this is a set back. Again, this is more of an issue for those using open source and not the SaaS version.
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Alternatives Considered

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

  • It improved our time on responding to cases
  • It tracks work of entire department
  • Less users complain as everything is written down and we hold them accountable.
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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