TrustRadius Insights
osTicket has proven to be an essential tool for various organizations in streamlining their ticketing and incident management processes. …
Starting at $9 per month
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What is osTicket?
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
Recent Reviews
Popular Features
- Subscription-based notifications (7)8.484%
- Organize and prioritize service tickets (9)7.979%
- Ticket creation and submission (9)6.969%
- Ticket response (9)6.262%
Pricing
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $9 per month
Product Demos
Demo OsTicket
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Zammad, a free, open source, self hosted Helpdesk Ticketing system to replace Snappy, osTicket, more
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DEMO OSTICKET
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Product Details
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What is osTicket?
osTicket Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
osTicket starts at $9.
Reviewers rate Email support highest, with a score of 9.5.
The most common users of osTicket are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(16)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
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- Recommendations
osTicket has proven to be an essential tool for various organizations in streamlining their ticketing and incident management processes. With its ability to automate ticket creation from emails, no customer questions are missed, ensuring efficient incident registration. The user-friendly interface of osTicket allows for easy adaptation to the company's process requirements, enhancing departmental cooperation and communication. This has made it a preferred choice for small to medium-sized organizations seeking a simple yet fully-featured support system. The customer portal in osTicket enables customers to manage their own tickets and create new ones, greatly appreciated by users. Additionally, multiple departments within organizations have adopted osTicket as their primary support system, replacing previous cloud-based services and significantly improving response times. By logging technical issues and hardware requests through osTicket, IT teams can assign them to the appropriate team member, resulting in faster response times. Furthermore, osTicket has been implemented as a research request ticketing system at institutions, enabling customized tracking and management of institutional data requests. Overall, osTicket's versatility and efficiency have proven invaluable for companies across different sectors in providing excellent customer support and facilitating smooth internal operations.
Easy Setup: Many users have found the setup process of OSTicket to be extremely easy and straightforward. They were able to configure most features within half a day, making it quick and hassle-free.
Intuitive Interface: The intuitive interface of OSTicket has received widespread praise from both customers and agents. Its user-friendly design makes it easy for everyone to navigate and use the platform without any confusion or difficulties.
Knowledge Base Feature: Users highly appreciate the knowledge base feature in OSTicket as it allows agents and customers to quickly access commonly asked questions or information. This feature greatly improves overall efficiency by providing instant access to valuable resources.
Challenging Email Setup: Setting up outgoing email can be challenging and not straightforward, requiring creative thinking from users. Some users have found that the documentation lacks necessary hints/tips.
Lack of Social Media Integration: Users expressed frustration with the lack of social media integration in OsTicket. Many mentioned migrating to another customer support system that offers functionality to merge with social media accounts like Facebook and Twitter.
Limited Statistical Tools: Users noted the absence of statistical tools in OsTicket to measure overall system and agent performance. The existing charts and graphics were found to be hard to understand and only provided basic information by some reviewers.
Based on user reviews, the most commonly mentioned recommendations for OSTicket are:
- Try the demo first to see if it meets your needs.
- Check out the forums for helpful support and guidance.
- Ensure you have the ability to host OSTicket yourself if you want to take advantage of its free forever model.
- Take your time to properly set up OSTicket as making changes later on can cause problems.
- Utilize templates and teams in OSTicket for time-saving purposes.
- Consider getting a well-designed, responsive theme for OSTicket and getting involved in the community.
- If you need a free ticketing system, OSTicket is a great choice.
- Host OSTicket on your own servers for more flexibility.
- Consider Redmine if you don't wish to spend money on a ticketing software, but give OSTicket a try if Redmine is too difficult to set up.
- Despite its slightly odd path of the Admin panel, consider OSTicket as a great open-source ticketing system.
- Determine whether time or money is more important when deciding on OSTicket.
- Customize the user interface as needed; although it may not be visually appealing, it is functional.
- Consider that while suitable for SMB market or internal dev teams, scaling organizations may require heavy modifications of the base code.
Attribute Ratings
Reviews
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
August 24, 2021
osTicket Review
Score 10 out of 10
Vetted Review
Verified User
osTicket is being used as the ticketing management tool, for customer and internal activities to be accomplished by each member of the company or department.
- Merging duplicated tickets that are related to the same topic
- Ticket view permissions
- Ticket follow up via customer portal
- Ticket activity resumed dashboard
- 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.
May 12, 2021
osTicket Review
Initially used by the IT support team to replace a "cloud" based service that we ended up have a few issues. Slowly other departments within our organization have also adopted osTicket to assist in supporting their various end-users to great success. I'm sure I don't need to spell out why an IT department would need such a tool, osTicket may not be the prettiest but it's functional, self-hosted, and does all the core things well enough.
- Simple to set up (we're running via PHP on IIS).
- Single hosting for multiple and separate departments.
- Self hosted option (important to us with previous issues experienced elsewhere).
- Support forums and git-hub often have answers to the odd question (not had to rely on that too much thankfully).
- Continues to be developed with features and security fixes—some open source projects can stagnate.
- Interface is fixed width and could stand to be re-written in a modern responsive style.
- The automation could be improved, there are filters and rules but no strict automation.
April 25, 2021
OsTicket Technician Point Of View
We are currently using osTicket across our office-based staff. Previously technical issues and hardware requests [were] all completed on paper, this often caused problems with requests being lost or misplaced which added time to technical/hardware issues. All [requests] are now logged via email to osTicket to a line manager who then will assign tickets to the correct member of the IT Team. We have found a significant increase in response times.
- Email to ticket creation
- Report tracking completion tasks/tickets
- Reminders on stale tickets
- The issue we have experienced was slow logon times but this was down to a server configuration issue
April 25, 2021
Quickstart to automating your support process.
osTicket is being used at the company as their main incident registration tool. Connections to various mailboxes have been as to automate ticket creation directly from emails. This used to be a manual task and sometimes emails we answered directly from the mailbox and sometimes this was forgotten. Currently, no questions from customers are missed anymore. Aside from this the customer portal also provides our customers a way to manage their own tickets as well as create new ones which [are] appreciated by the customers.
- Easy of setup. Up and running in a matter of minutes and within half a day most of the features are configured and set up.
- Intuitive interface for both customer and agent.
- [The] knowledge base is a welcome feature. To be able to refer agents and customers to common knowledge items is very helpful.
- Setting up outgoing email can be a thing. Without some creative thinking, this might be not so straightforward and documentation sometimes lacks the necessary hints/tips.
- No support for custom workflows for working on tickets.
April 22, 2020
osTicket - The Free Ticketing and KB System
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
December 14, 2018
osTicket, a great open source support ticketing system
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.
December 14, 2018
Great software for all levels of expertise; spend and do no work, or save and customize as far as your mind can innovate!
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.
February 22, 2017
Great solution and it is FREE!
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
February 01, 2017
One of the best Free Customer Service system
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.'