osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
$12
per month
TeamViewer
Score8.6 out of 10
N/A
Teamviewer offers secure remote access, IT support and device management on a scalable platform. It speeds up problem resolution, reduces downtime and enhances control through automation, unattended access and complete visibility of every device and location.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I would definitely recommend it, and that's why I've stuck with it so long: continuous improvement. Now AI has fully embraced it to help with faster monitoring and Troubleshooting, saving me a huge amount of time and effort. Affordable to use for both personal and Professional work to assist colleagues from different workstations.
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).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
MFA could be a lot better when connecting to the remote device. If a phone is added to security for the remote worker, then the admin cannot use Easy Access to access the device without interaction with the remote worker. Admins should have access to remote devices via other MFA methods.
App updates sometimes cause unstable status and computer must be restarted.
OS updates often require additional user interaction before completing the sign-in process, leaving TeamViewer in an incomplete startup state and preventing the Remote Worker from accessing the device. An admin then has to remote into the device using another remote desktop access tool (Apple Remote Desktop, for instance) and bypass the user interaction screens, which allows the login process to complete and TeamViewer to start up fully. It would be best if the TeamViewer Host could connect even when the OS is prompting for user interaction (e.g., clicking OK on modal dialog boxes post-update).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We need this tool in our day to day business. It is what we do all day remoting into clients devices. In this day and age we can access devices all over the world as long as we have secure internet connection. It certainly saves money in gas, and even if you are away you can help.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
TeamViewer is a reliable and really strong tool for accessing remote IT platforms secure and fast. We don't know any product that provide us such strong functionality to make our life as a internationally recognized MES provider with DIAMES with an international clientele so easy. We look forward for any new TeamViewer functionality that supports us even more.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
TeamViewer has always been available when we needed to use it. We have not noticed any outages or periods where the software functions were unavailable.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
TeamViewer performance has always been very good. Pages load quickly and we can see what the remote engineers are doing on the computer in real time. This is very beneficial for our own technicians and engineers and helps their learning curve. Troubleshooting is much easier with TeamViewer. We have not noticed and lagging of our computers while using TeamViewer.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
the few times i have had to contact teamviewer support, they were very responsive and give me quick answers and seemed to understand my problems quickly and easily. I did not have to sit on the phone for hours on hold or get passed around to multiple phone support techs before finding a solution to my issues, so i would rate their support very highly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As expected without any problem! Alternate in-person training is another efficient way to learn how a product works. There are many third party supporters for TeamViewer courses available that can give additional ideas how to use TeamViewer for specific functions and features as we did require in respect of our usage.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have never used the online training either. I have watched a few informational videos that were helpful when learning how to do a specific procedure within TeamViewer and get the most out of the software by utilizing one of the many features that are available with the software. Again, 5 if for neutral.
TeamViewer installation and deployment to other devices is pretty straightforward and does not require much technical know-how. This makes ease of use attractive when supporting both new and existing clients with limited technical knowledge. I think ease of use is a huge factor in getting new clients. TeamViewer handles that extremely well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
TeamViewer's cost is much lower than that of other solutions, and its security is far superior to RemotePC's. TeamViewer is also a request-based remote session manager, unlike other software that allows indefinite connection time. TeamViewer's free version makes it even better for one end of the group to find support, while the other end has the paid version.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
