osTicket vs. Vtiger

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
osTicket
Score 6.9 out of 10
N/A
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
$9
per month
Vtiger
Score 8.7 out of 10
N/A
Vtiger is a customer relationship management (CRM) solution with sales and marketing automation, project management, and inventory management capabilities.
$28
per month per user
Pricing
osTicketVtiger
Editions & Modules
No answers on this topic
One Professional - Single App
$28
per month per user
One Professional - Standard
$42
per month per user
One Enterprise - Single App
$42
per month per user
One Enterprise - Standard
$58
per month per user
Offerings
Pricing Offerings
osTicketVtiger
Free Trial
NoYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup fee$10 / user / month
Additional Details—Discounts are provided for both annual subscriptions, and for high volume users.
More Pricing Information
Features
osTicketVtiger
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
osTicket
7.6
9 Ratings
4% below category average
Vtiger
-
Ratings
Organize and prioritize service tickets7.99 Ratings00 Ratings
Expert directory9.04 Ratings00 Ratings
Subscription-based notifications8.47 Ratings00 Ratings
ITSM collaboration and documentation7.27 Ratings00 Ratings
Ticket creation and submission6.99 Ratings00 Ratings
Ticket response6.29 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
osTicket
8.3
7 Ratings
7% above category average
Vtiger
-
Ratings
External knowledge base9.05 Ratings00 Ratings
Internal knowledge base7.57 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
osTicket
6.9
8 Ratings
11% below category average
Vtiger
-
Ratings
Customer portal9.07 Ratings00 Ratings
IVR7.01 Ratings00 Ratings
Social integration4.01 Ratings00 Ratings
Email support9.57 Ratings00 Ratings
Help Desk CRM integration5.03 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
osTicket
-
Ratings
Vtiger
10.0
8 Ratings
26% above category average
Customer data management / contact management00 Ratings10.08 Ratings
Workflow management00 Ratings10.08 Ratings
Opportunity management00 Ratings10.08 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings10.08 Ratings
Contract management00 Ratings10.06 Ratings
Quote & order management00 Ratings10.06 Ratings
Interaction tracking00 Ratings10.06 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
osTicket
-
Ratings
Vtiger
9.5
6 Ratings
24% above category average
Case management00 Ratings10.06 Ratings
Help desk management00 Ratings9.06 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
osTicket
-
Ratings
Vtiger
10.0
6 Ratings
28% above category average
Lead management00 Ratings10.06 Ratings
Email marketing00 Ratings10.06 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
osTicket
-
Ratings
Vtiger
10.0
8 Ratings
28% above category average
Task management00 Ratings10.06 Ratings
Billing and invoicing management00 Ratings10.07 Ratings
Reporting00 Ratings10.07 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
osTicket
-
Ratings
Vtiger
9.7
7 Ratings
24% above category average
Forecasting00 Ratings10.06 Ratings
Pipeline visualization00 Ratings10.06 Ratings
Customizable reports00 Ratings9.07 Ratings
Customization
Comparison of Customization features of Product A and Product B
osTicket
-
Ratings
Vtiger
9.3
8 Ratings
20% above category average
Custom fields00 Ratings9.08 Ratings
Custom objects00 Ratings10.07 Ratings
API for custom integration00 Ratings9.06 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
osTicket
-
Ratings
Vtiger
10.0
5 Ratings
32% above category average
Social engagement00 Ratings10.05 Ratings
Platform
Comparison of Platform features of Product A and Product B
osTicket
-
Ratings
Vtiger
5.0
5 Ratings
40% below category average
Mobile access00 Ratings5.05 Ratings
Security
Comparison of Security features of Product A and Product B
osTicket
-
Ratings
Vtiger
9.0
8 Ratings
8% above category average
Role-based user permissions00 Ratings9.08 Ratings
Best Alternatives
osTicketVtiger
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
osTicketVtiger
Likelihood to Recommend
9.1
(9 ratings)
10.0
(8 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
8.0
(1 ratings)
10.0
(1 ratings)
Support Rating
1.0
(2 ratings)
10.0
(2 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
osTicketVtiger
Likelihood to Recommend
Enhancesoft LLC
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
Vtiger
vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.
Read full review
Pros
Enhancesoft LLC
  • 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
Vtiger
  • User-friendly interface.
  • Reliable tracking system and alerts to maintain overall control of the proceses.
  • Meets all the needs of the average company.
Read full review
Cons
Enhancesoft LLC
  • 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
Vtiger
  • Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated.
  • It's still very simple. There is room for improvement with the setup of the admin panel.
  • The dropdowns function funny when scrolled down. It's picky but it's frustrating.
  • The search function could be improved.
Read full review
Likelihood to Renew
Enhancesoft LLC
It does well what I was looking for on a ticketing tool
Read full review
Vtiger
No answers on this topic
Usability
Enhancesoft LLC
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
Vtiger
I love this CRM, very user friendly. Not conflict and easy to generate the date for reporting.
Read full review
Support Rating
Enhancesoft LLC
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
Vtiger
It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
Read full review
Implementation Rating
Enhancesoft LLC
Grant all prerequisites are met, before installing to avoid any issue during the installation
Read full review
Vtiger
No answers on this topic
Alternatives Considered
Enhancesoft LLC
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
Vtiger
VTiger had better overall cost and native capabilities that other solutions lacked. We used Nutshell CRM for over a year. It was a very efficient contact management system, but it seemed that if we needed to do anything but record contacts, we had to use an add-on. We spent a lot of time exporting and importing between different services. Quoting, invoicing, and payments all had to be manually transferred to our accounting system. It was very frustrating
Read full review
Return on Investment
Enhancesoft LLC
  • 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
Vtiger
  • Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management.
  • Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming.
  • Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work.
Read full review
ScreenShots

Vtiger Screenshots

Screenshot of Vtiger's home page dashboardScreenshot of A typical contact record in Vtiger