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Great solution and it is FREE!
February 22, 2017

Great solution and it is FREE!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with osTicket

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
  • It improved our time on responding to cases
  • It tracks work of entire department
  • Less users complain as everything is written down and we hold them accountable.
Free, easy to install and it does the same job
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.

osTicket Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
8.3
Customer portal
10
IVR
Not Rated
Email support
10
Help Desk CRM integration
5