Item: osTicket
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Initially used by the IT support team to replace a "cloud" based service that we ended up have a few issues. Slowly other departments within our organization have also adopted osTicket to assist in supporting their various end-users to great success. I'm sure I don't need to spell out why an IT department would need such a tool, osTicket may not be the prettiest but it's functional, self-hosted, and does all the core things well enough.

Pros and Cons

Simple to set up (we're running via PHP on IIS).
Single hosting for multiple and separate departments.
Self hosted option (important to us with previous issues experienced elsewhere).
Support forums and git-hub often have answers to the odd question (not had to rely on that too much thankfully).
Continues to be developed with features and security fixes—some open source projects can stagnate.

Interface is fixed width and could stand to be re-written in a modern responsive style.
The automation could be improved, there are filters and rules but no strict automation.

Return on Investment

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.

Alternatives Considered

SupportBee and JitBit Help Desk

osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.

Key Insights

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

Other Software Used

Microsoft Teams, Visual Studio IDE, Microsoft SQL Server

Likelihood to Recommend

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.

osTicket Review

Overall Satisfaction with osTicket