Skip to main content
TrustRadius
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.

Read more
Recent Reviews

TrustRadius Insights

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

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 …
Continue reading

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 …
Continue reading
Read all reviews

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%
Return to navigation

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
Return to navigation

Product Demos

Demo OsTicket

YouTube

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

YouTube

DEMO OSTICKET

YouTube
Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

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)
Companies can't remove reviews or game the system. Here's why
May 12, 2021

osTicket Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Return to navigation