Item: osTicket
Rating: 10
Author: Paulo Major

Overall Satisfaction with osTicket

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Merging duplicated tickets that are related to the same topic
Ticket view permissions
Ticket follow up via customer portal
Ticket activity resumed dashboard

Cons

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.

Return on Investment

There is an enhancement in the communication with customers
No more expenses on a paid ticketing tool
Improvements in the Internal activities

Other Software Used

PRTG Network Monitor, Nmap, SolarWinds IP Address Manager (IPAM)

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.

osTicket Feature Ratings

Customer ticketing management
Internal task management
Company staff management

Innovative Uses

Internet staff management as they can be registered there.
Contact details database

Future Planned Uses

Not sure

Likelihood to Renew

It does well what I was looking for on a ticketing tool

Evaluating osTicket and Competitors

Products Replaced

Yes - OTRS

Key Differentiators

Price
Product Features

It's free and does all the features I need for managing the tickets

Evaluation Lessons Learned

Não mudaria

osTicket Implementation

Implementation Rating

Grant all prerequisites are met, before installing to avoid any issue during the installation

Implementation Details / Implementation Partner

Implemented in-house

Installing the required packages for osTicket to work
Failure on installing some packages
Initial configuration after installation

osTicket Support

Support Rating

I do not use the direct support from vendor.

osTicket Customer Support Pros and Cons

Pros	Cons
None	None

Using osTicket

Usability

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.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None