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
YouTube
DEMO OSTICKET
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Features
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Product Details
- About
- Tech Details
- FAQs
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).
Comparisons
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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
- Cons
- 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
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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.
28.333333333333336%
2.8
N/A
N/A
N/A
N/A
- There is an enhancement in the communication with customers
- No more expenses on a paid ticketing tool
- Improvements in the Internal activities
10
All functional areas of the company
10
All company staff
- Customer ticketing management
- Internal task management
- Company staff management
- Internet staff management as they can be registered there.
- Contact details database
- Not sure
Yes
OTRS
- Price
- Product Features
It's free and does all the features I need for managing the tickets
Não mudaria
- Implemented in-house
No
Change management was minimal
- Installing the required packages for osTicket to work
- Failure on installing some packages
- Initial configuration after installation
No, I use osTicket for free
No
No, I do not use the support from vendor as I use it for free
- Assigning a ticket to a person or department
- Creating a ticket
- Managing user profile definitions
- There might be some issues on the installation
- Edit some templates
- Users and group permissions
Yes
Works very well
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.
70%
7.0
N/A
N/A
20%
2.0
- Works well as a centralized support system for the businesses IT.
- The support team can evaluate all tickets that come in and easily evaluate priority, details, etc.
- If the escalated development team can be limited to their assignments only allowing them to retain focus.
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.
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.
78.33333333333333%
7.8
70%
7.0
76.66666666666667%
7.7
- [Personnel] spend[s] less time on handling customer requests.
- Customer satisfaction has grown since their requests are not 'missed or forgotten' anymore.
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.
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
90%
9.0
90%
9.0
90%
9.0
- Improved level of customer service
- No additional expenses to budget for
- Better issue visibility
- Improved communication with customers and their issues
- Self-help portal for customers
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.
66.66666666666667%
6.7
100%
10.0
64%
6.4
- 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.
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 forge our own development. Zendesk did not have an open source version we could use (at the time).