osTicket - The Free Ticketing and KB System
Anonymous | TrustRadius Reviewer
April 22, 2020

osTicket - The Free Ticketing and KB System

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with osTicket

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
  • 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
Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support.

Do you think osTicket delivers good value for the price?

Yes

Are you happy with osTicket's feature set?

Yes

Did osTicket live up to sales and marketing promises?

Yes

Did implementation of osTicket go as expected?

Yes

Would you buy osTicket again?

Yes

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.

osTicket Feature Ratings

Organize and prioritize service tickets
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
9
Ticket response
9
External knowledge base
9
Internal knowledge base
9
Customer portal
9
Email support
9