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osTicket Review
August 24, 2021

osTicket Review

Paulo Major | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with osTicket

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.
  • Merging duplicated tickets that are related to the same topic
  • Ticket view permissions
  • Ticket follow up via customer portal
  • Ticket activity resumed dashboard
  • 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.
  • There is an enhancement in the communication with customers
  • No more expenses on a paid ticketing tool
  • Improvements in the Internal activities

Do you think osTicket delivers good value for the price?

Not sure

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

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

Incident and problem management
5.7
Organize and prioritize service tickets
7
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
5
Ticket response
5
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Using osTicket

10 - All functional areas of the company
10 - All company staff
  • Customer ticketing management
  • Internal task management
  • Company staff management
  • Internet staff management as they can be registered there.
  • Contact details database
  • Not sure
It does well what I was looking for on a ticketing tool

Evaluating osTicket and Competitors

Yes - OTRS
  • Price
  • Product Features
It's free and does all the features I need for managing the tickets
Não mudaria

osTicket Implementation

Grant all prerequisites are met, before installing to avoid any issue during the installation
  • Implemented in-house
Change management was minimal
  • Installing the required packages for osTicket to work
  • Failure on installing some packages
  • Initial configuration after installation

osTicket Support

I do not use the direct support from vendor.
ProsCons
None
None
No, I use osTicket for free
No, I do not use the support from vendor as I use it for free

Using osTicket

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.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Assigning a ticket to a person or department
  • Creating a ticket
  • Managing user profile definitions
  • There might be some issues on the installation
  • Edit some templates
  • Users and group permissions
Yes - Works very well