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osTicket

osTicket

Overview

What is osTicket?

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

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Recent Reviews

TrustRadius Insights

osTicket has proven to be an essential tool for various organizations in streamlining their ticketing and incident management processes. …
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osTicket Review

10 out of 10
August 24, 2021
osTicket is being used as the ticketing management tool, for customer and internal activities to be accomplished by each member of the …
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osTicket Review

9 out of 10
May 12, 2021
Incentivized
Initially used by the IT support team to replace a "cloud" based service that we ended up have a few issues. Slowly other departments …
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Popular Features

View all 13 features
  • Subscription-based notifications (7)
    8.4
    84%
  • Organize and prioritize service tickets (9)
    7.9
    79%
  • Ticket creation and submission (9)
    6.9
    69%
  • Ticket response (9)
    6.2
    62%
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Pricing

View all 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
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Product Demos

Demo OsTicket

YouTube

Zammad, a free, open source, self hosted Helpdesk Ticketing system to replace Snappy, osTicket, more

YouTube

DEMO OSTICKET

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.6
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

8.3
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

6.9
Avg 7.7
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Product Details

What is osTicket?

osTicket Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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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Comparisons

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Reviews and Ratings

(17)

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!

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)
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August 24, 2021

osTicket Review

Paulo Major | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
It is well suited for scenarios where you want to manage both tickets from customers or users and internal activities of the company or department, without spending much money on a paid ticketing tool, because osTicket is free and does well the ticketing management job. It would not be well suited in a big size company where customers should use the portal to open and follow up tickets, because although it has good features, the UI makes it feels like it's unfinished.
May 12, 2021

osTicket Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
osTicket has so far met the needs of the IT team to lend support to a few hundred end-users. The success of which has been picked up for other departments such that they have also been set up to assist in managing workflow and supporting their respective end-users. I have to say we have only used this internally and via email as a ticketing solution, but it does work very well for us. Being self-hosted was quite an important feature as we had issues with a previous cloud-based solution, so we can now keep this in-house which works well.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I find osTicket to be useful for a small to midsize company with office staff across one site. The lack of built-in remote support and real-time chat would limit this in a larger organization with multiple sites, however, the cost being free one cannot complain.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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).
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Giorgi Gogitidze | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
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