osTicket Reviews

8 Ratings
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Score 8.7 out of 100

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Anonymous | TrustRadius Reviewer
April 22, 2020

osTicket - The Free Ticketing and KB System

Score 9 out of 10
Vetted Review
Verified User
Review Source
osTicket is an open-source ticket system. Our IT department used it for tickets as well as a Knowledgebase system. The company did not have a suitable ticket system when I arrived. By moving to osTicket, we gained a web-based ticket system that was easily accessible to staff, users, and the public. The whole organization used osTicket to report issues, get support, and review our help documentation. We still use it for our KB's today.
  • Web based, so available from any web browser
  • Free - no cost to the organization to buy
  • Runs on linux - solid, secure, free
  • No mobile app for on the go access
  • No time tracking for issues
  • Hard to see staff tickets by staff member, needed to write a php page for this feature
osTicket is a free, open-source system that is solid and just works. It may run on Windows but we ran it on Linux. It is simple to set up, and once running it is solid. We needed a central documentation system for our department. With osTicket, we were able to generate documentation for our systems which is easily accessible to both users and customers. We can easily share out some of our public documentation via email for users to help themselves. The system also allows our staff to share their knowledge, to allow team members to collaborate and help one another even if they have never performed a task before.
Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support.
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Anonymous | TrustRadius Reviewer
December 14, 2018

osTicket, a great open source support ticketing system

Score 9 out of 10
Vetted Review
Verified User
Review Source
OsTicket is used by our IT Services area to provide support for our college departments and offices. It is our primary support system for service request ticketing, help topics, and ticket tracking. Utilized alone by over 1500 faculty, staff, paid students /researchers (RA, TA, GA, TF, etc.). We really like osTicket because it's easy to use for our end users, it's open source, it's free (without limiting any features), and we can host it internally. I would recommend osTicket to any small to medium sized organization that wants a simple to use support system that's both fully featured and completely free.
  • 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).
  • Our biggest issue with osTicket is that ticket analytics is a little basic. It would be nice if there was some expanded statistics metrics like some of the other paid systems.
  • A minor complaint would be the basic user interface. When compared to other support systems it looks a little dated. However, I still prefer a solid easy to use and reliable system over a fancy interface.
  • Another minor complaint is the Framework, osTicket is built on PHP. While PHP is still very popular and widely developed for. There are some in the osTicket community that would like to see osTicket move to something more modern. Personally, I prefer osTicket's reliability over the implementation of the newest web programming languages.
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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Anonymous | TrustRadius Reviewer
December 13, 2018

Great software for all levels of expertise; spend and do no work, or save and customize as far as your mind can innovate!

Score 8 out of 10
Vetted Review
Verified User
Review Source
osTicket is being used at our institution as a Research Request Ticketing System. While we began with a hosted subscription, we quickly migrated to the open source version since we realized the SaaS version would prevent us from customizing to the extent we envisioned. We have built this ticketing technology to assign, track, manage and process all institutional data requests that stem from our division of the institution. The entire institution uses the system, however our department develops the technology in a way that presents a tracking system for data needs.
  • 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.
  • 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.
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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Giorgi Gogitidze | TrustRadius Reviewer
February 01, 2017

One of the best Free Customer Service system

Score 8 out of 10
Vetted Review
Verified User
Review Source
OsTicket used to be the main customer service platform before we implemented a new CS system. However, due to its well-implemented functionality as well as user-friendliness, OSTicket stayed as one of the main customer support (and apparently not only) platforms in our company. Now it's used solely for a distributor and other inquiries excluding end-user tickets. Coming from the nature of the support department's dense cooperation with other departments, OsTicket is literally used across the whole company in the support, sales, technical, and logistics departments. Thus, the accounts on OSTicket are distributed throughout the corresponding departments. Its user-friendly and easy to manipulate interface gives the possibility to adapt it to most of the company process requirements. Using it, the departments' cooperation between each other is much easier than communicating with emails. Distributing tickets and assigning them to the responsible persons is one of the handiest and most used functions which helps us deal with every day clients' inquiries.
  • The main advantage of the OSTicket system is its functionality. For the average CS system, OSTicket supports everything that is needed for small to medium sized companies to provide the complete customer service solutions to their users. Unlimited agents, unlimited departments, unlimited number of tickets, hosted system's free license as well as custom tickets functionalities such as canned responses and assigning tickets to different agents/departments - all this makes it one of the best freeware customer support platforms out there.
  • Another advantage and the strength of OSTicket is its user-friendliness and easy to use interface for admins as well as agents. It basically takes me only a few hours to train the new employee on how to use the system fully. Even from their side, it takes not more than a day to fully understand the whole functionality and the principles of working with it.
  • What's more, OSTicket is totally FREE. I guess they have some cloud-hosted paid service, but as far as the downloadable free license does basically everything that is needed for CS. I can say huge thanks to the developers who released such a well-built and equipped system for free.
  • Tha lack of social media integration. One of the main reasons for migrating to another CS system was that the OsTicket lacks the functionality to be merged with social media accounts such as Facebook and Twitter. It would be an additional great benefit to this system.
  • Another flaw of the system and the most important one is the lack of the statistical tools to measure the overall performance of the system as well as agents. It basically just has one page of some really hard to understand chart/graphics that gives only very basic information about the overall performance. In short, it can be hardly used for any kind of reporting purposes.
  • It might not be important stuff, but what could also be improved is the design of the overall system UI. I understand that it's good that it is solid and without any excessive colours and stuff, but sometimes as it's said - 'visual means a lot.'
This is the perfect customer service platform for startup companies that do not want or do not have enough funds to invest in paid CS platforms. All you have to buy is simple web hosting and install the free license on it. It will surely be able to maintain all the CS department's needs. This is also a good platform to be used as a secondary one, say, for internal or special clients.
Read Giorgi Gogitidze's full review
Anonymous | TrustRadius Reviewer
February 22, 2017

Great solution and it is FREE!

Score 10 out of 10
Vetted Review
Verified User
Review Source
At this moment it is used by two departments until recently it was used only by one (IT). It helped us streamline communication, hold people accountable and keep track of our work. After two years we cannot image work without it anymore.
  • It is free and open-source
  • Easy to use
  • Easy to install and maintain
  • Many good features are delivered
  • More plugins, especially one for SAML authentication
  • Preserve styling on upgrade (colors)
  • Allow more dynamic ways of asking questions to users
It works well for organizations that do not need fancy features and for organizations that have a small budget as there is not much maintenance involved, we basically installed the system and next time we touch the system is when we upgrade.
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Feature Scorecard Summary

Organize and prioritize service tickets (5)
9.1
Expert directory (3)
8.0
Subscription-based notifications (4)
8.2
ITSM collaboration and documentation (5)
8.9
Ticket creation and submission (5)
9.0
Ticket response (5)
8.9
External knowledge base (5)
8.9
Internal knowledge base (5)
8.9
Customer portal (5)
8.5
IVR (1)
7
Social integration (1)
4
Email support (5)
8.7
Help Desk CRM integration (2)
8.0

About osTicket

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
Categories:  Help Desk

osTicket Pricing

  • Does not have featureFree Trial Available?No
  • Has featureFree or Freemium Version Available?Yes
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

osTicket Technical Details

Operating Systems: Unspecified
Mobile Application:No