osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
N/A
Salesforce Agentforce Service
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
osTicket
Salesforce Agentforce Service
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Pro Suite
$100
per month per user
Enterprise
$165
per month per user
Unlimited
$330
per month per user
Agentforce 1
$550
per month per user
Offerings
Pricing Offerings
osTicket
Salesforce Agentforce Service
Free Trial
Yes
Yes
Free/Freemium Version
Yes
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
osTicket
Salesforce Agentforce Service
Considered Both Products
osTicket
Verified User
Anonymous
Chose osTicket
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 …
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.
This company wanted to first explore how a ticketing/support system could benefit their organization before investing [in] a solution. Firstly osTicket is open source and doesn't have a license fee and secondly, because of [its] simplicity, it is quick to implement in the …
While osTicket doesn't offer anywhere near the amount of features that ZenDesk provides. OsTicket is completely free and doesn't have a monthly or per agent cost. Also, ZenDesk doesn't offer any self-hosting options as opposed to osTicket which is completely open source and can …
It's important to note that we went back and forth between keeping a hosted subscription to osTicket and jumping ship into our own world of osTicket development, since even these two internal products can be compared. We did look at Zendesk but that was only after we decided to …
Comparing OsTicket with the above paid CS platforms would not be fair as OsTicket is free and it might have more limited functionality compared to the other two. However, when it comes ease of use and functionality, OsTicket might also be considered as one of the best customer …
Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as …
We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the …
I evaluated ServiceNow also, but we didn’t see much customization kind of thing compared to Salesforce Service Cloud. And yeah, that’s it — I didn’t evaluate many other products because I’ve been working on this one for the last 14 years. I just evaluated a few things in that. …
I think Agentforce now got a lot of, I mean it will make our lives easier because there's a lot of automation going on at the same time. We're excited about Salesforce voice as well. That will help us in Service Cloud. So it's more of unified service for us that say a Service …
Evaluated ServiceNow. Evaluated Zendesk. We selected it primarily because we already had the Salesforce ecosystem and we didn't want to bring in another vendor. For us it was important to make sure that our data is only in so many different systems and so many different cloud …
Oh, now see, I forget the names of the other ones I've done. I mean I've used C4s, I've used some lower end ones too for local small business and I'd even recommend Salesforce for small business. Say pricing strategy for small businesses is harder for them to keep up with the …
Going back when this product was selected, they went through probably a two year evaluation process. We weren't personally a part of that obviously because we were on the implementation side, but they evaluated many products. Microsoft and Pega were the two main front runners …
I wasn't by the evaluation for years, so not that, but historically I've been here for 13 years, so not a lot, but previous company had a home built solutions for it, so they designed their own and built their own. But that was a big telco in the UK we had our own data centers …
I honestly prefer Zendesk to Salesforce Service Cloud. I find that Zendesk is easier to manage both on the support ticket side, as well as the knowledge center side. It looks and feels easier to use than Salesforce Service Cloud. Salesforce Service Cloud is fine, but it is …
Zoho is not very real-time, it has limited integration capabilities, and the UI is not very satisfactory for any incoming customer. The performance is slow and impacts the overall customer journey. The data stored in the backend is slightly scattered and needs to be cleaned …
Salesforce is a really great case management tool. Made things a lot easier for our team. Wanted something fairly simple that had a variety of capabilities we could customize.
We used Salesforce for years, Left for Hubspot, and then came back to Salesforce (SF). As they say, don't fix it if it's not broken. Salesforce and customizing were better for us.
Salesforce Service Cloud offers deep integration with our current and expanding CRM data, along with numerous pre-built features that didn't exist in Kayako when we used it. (We used to use an instance Kayako installed in a private cloud environment.) Salesforce Service Cloud …
Zendesk has it's own challenges in terms of Administrator difficulties and a completely different back-end than Salesforce Service Cloud. I would recommend Salesforce Service Cloud if you need a clean database of Companies and Contacts. Zendesk does not excel in overall CRM …
I'm not at the level where I would be part of the decision making process for choosing a vendor or product for the organization. Every position I've held, I've come into a company that has already implemented or is in the process of implementing Salesforce. Honestly I would not …
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.
Probably where you have a number of service teams that all contribute to a knowledge base is one area that's really useful. AI response, it looks like with AgentForce, that's going to be one of our next deployments. So they're AI based on the trust layer is, I like that it has the trust layer because it's already got some built in safeguards around privacy and security controls for AI, which is very important right now. Where it's probably less useful:gain, round robining a very email heavy conversation, so it's not the best email tool. A lot of our team still uses Gmail and logs to the case rather than actually emailing directly out of Salesforce. Email signatures are not great because you can only have plain text email signatures, you can't have HTML.
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.
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
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.
I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
This company wanted to first explore how a ticketing/support system could benefit their organization before investing [in] a solution. Firstly osTicket is open source and doesn't have a license fee and secondly, because of [its] simplicity, it is quick to implement in the organization. These were the key 2 drivers to choose osTicket. Of course, there are trial versions of the other products available but the implementation time needed is longer since their functionality suite is larger than what osTicket offers. Those extra features aren't needed (yet) so that is the third and final reason why osTicket was chosen and probably will stay until the need for more functionality arises.
Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as the next level of hyper-personalization in sales and for sales.
Positive, absolutely the speed to market and being able to get the product out there. The continuous improvement that we've been able to deliver in terms of small incremental developments, moving from basically a more rigid homegrown solution that they had where the turnaround time was about six monthly releases. We've got it down to three monthly releases of hoping to go to one month releases very soon. So just that whole speed to market being government, I mean that is just a major improvement in terms of what they've been able to do.
I think the negative part was integrating it and the complexity we had in terms of integrating DevOps as a concept and being able to use the Salesforce DevOps tools to be able to get that all rolled out in their existing current, very structured and rigid environment. And that probably took us a solid year to get those processes up and running. But yeah, now that it's working, it's absolutely fabulous.
