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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

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
August 24, 2021

osTicket Review

Paulo Major | TrustRadius Reviewer
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.
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.
Incident and problem management (6)
28.333333333333336%
2.8
Organize and prioritize service tickets
70%
7.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
50%
5.0
Ticket response
50%
5.0
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
N/A
N/A
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
N/A
N/A
Help Desk CRM integration
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
PRTG Network Monitor, Nmap, SolarWinds IP Address Manager (IPAM)
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
It does well what I was looking for on a ticketing tool
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
Grant all prerequisites are met, before installing to avoid any issue during the installation
I do not use the direct support from vendor.
No, I use osTicket for free
No
No, I do not use the support from vendor as I use it for free
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.
  • 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
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