osTicket is an open-source support ticket system that efficiently directs inquiries made through email, web forms, and phone calls into a user-friendly, multi-user web interface. It effectively manages, organizes, and archives all support requests and responses in one centralized location. This not only ensures accountability but also provides customers with the prompt response they deserve. This software simplifies the process of handling customer service requests, making it an essential tool for businesses aiming to improve their customer service experience.

  • 01Pros and cons from reviewers
  • 02Main features
  • 03What is Osticket?
  • 04How Osticket compare to similar software?
  • 05Who is Osticket best for according to our reviewers?
  • 06Osticket Reviews

What is Osticket?

osTicket is a popular open source ticket management system that consolidates inquiries from various sources into a user-friendly web interface. It's designed to help organizations manage and archive their support ticket requests with features like custom fields, ticket filters, auto-responder, and dashboard reports. The software supports rich text or HTML email, attachments, and embedded images. It can be extended with free add-ons and plugins and customized to meet an organization's specific needs. osTicket enhances customer service efficiency by ensuring all support requests are tracked and none are overlooked. Special promotions are available for osTicket and similar software.

Pros from reviewers

  • Cost-effective: osTicket is more cost-effective than many other ITSM and ticketing management systems. It offers numerous categories and elements, simplifying form creation

  • Customizable and user-friendly: osTicket provides a lot of customization options and is user-friendly. It can operate in a small hosting environment, is quick and easy to set up, and can be self-hosted

  • Easy ticket management: osTicket conveniently allows users to submit help requests via email, automatically generating a ticket and notifying the help desk. It facilitates ticket assignment to different technicians, transfers, and keeps a detailed record of all ticket-related activities

  • Robust open-source community: osTicket has a robust open-source community and has been thoroughly tested by that community. It offers a platform for employees to report issues to various departments and receive prompt responses

  • Wide range of features: osTicket provides a wide range of features and options that enable customization and delivery of a superior user support experience. It includes an easy-to-set-up knowledge base for frequently asked questions, which aids in reducing support requests.

Cons from reviewers

  • Lack of auto escalation: Despite its many features, osTicket does not offer an auto escalation feature, which can be a significant disadvantage for businesses that need to prioritize certain tickets

  • Limited file type support: osTicket does not support all file types as attachments, which can limit the types of files that can be shared through the system

  • Lack of automatic ticket closure: osTicket does not have a feature to automatically close tickets after a certain period of time, which can lead to clutter and disorganization

  • Outdated technology: Some users have noted that osTicket uses somewhat outdated technology, which may not be as efficient or effective as newer systems

  • Limited mobile app: While osTicket does offer a mobile app, some users have found it to be limited in its capabilities and costly for what it delivers.

Main features

Starting Price

N/A

Free Plan

No

Rich Text Support

Open Source

Ticket Management System

Customization Features

Extendable with Add-ons

Who is Osticket best for according to our reviewers?

  • Startups and Small Businesses: osTicket is an excellent tool for startups and small businesses due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable customization and superior user support experience

  • Ecommerce Businesses: osTicket can help ecommerce businesses manage multiple customer service managers and inboxes, ensuring optimal time usage and effective customer service. Despite its somewhat complex setup, it remains a top choice for managing high volumes of customer service requests

  • Non-Profit Organizations: osTicket is an excellent tool for non-profit organizations due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable customization and superior user support experience. However, it lacks some crucial features like automatic ticket closure and custom themes.

  • IT Help Desk Teams: These teams can use osTicket to manage help requests, assign tickets to technicians, and keep detailed records of all ticket-related activities. The software also provides valuable reports, such as the number of tickets closed and average response time

  • ITSM and Ticketing Management Beginners: osTicket is beneficial for those new to ITSM and ticketing management. It provides numerous categories and elements, simplifying form creation. However, it could benefit from a business intelligence dashboard or decision report for management

  • Osticket Reviews

    4.5

    Osticket rating

    4.0

    Ease of use

    4.0

    Customer service

    4.8

    Value for money

    4.2

    Likelihood to recommend

    4.2

    Features

    19 Osticket Reviews

    4.5 (19 reviews)
    Leave a review
    • Laura Smith

      Responsive and Helpful Support Team: Minimizing Disruptions with osTicket

      Lastly, the support team for osTicket is very responsive and helpful. They have assisted us promptly whenever we faced any issues, ensuring minimal disruption to our operations.

      August 10, 2024

    • Donna Jones

      Efficient Knowledge Base in osTicket Streamlines Support Operations

      The knowledge base feature in osTicket is excellent. It has reduced the number of repetitive queries, freeing up our team to focus on more complex issues

      August 5, 2024

    • Larry

      Easy-to-use Support Tickets, Email Alerts, and Mobile App with osticket

      In my view, osticket is a complimentary support ticket software that provides ticket tracking and email notifications. Tasks can be appended to tickets for extra steps before closure. The user management is quite simple, with users grouped by teams and departments, and files can be attached to tickets. There's a paid mobile app for basic ticket management. However, the notifications and team/department access seem disorganized and feel like an afterthought. The mobile app is rather limited and costly for what it delivers.

      July 29, 2024

    • Sophia D

      Efficient Email-to-Ticket Conversion: osTicket's Fantastic Feature

      The email-to-ticket feature in osTicket is fantastic. It automatically converts customer emails into support tickets, ensuring that no customer query goes unnoticed

      July 23, 2024

    • Flannery M

      Globalizing Customer Support: osTicket's Multilingual Advantage

      osTicket's multi-language support has helped us cater to a diverse customer base. It has truly globalized our customer support system

      July 15, 2024

    • Amber N

      Flexibility Found: Reviewing the Open-Source Power of osTicket

      I appreciate the fact that osTicket is open-source. This allows us to modify the software as per our requirements, providing us with a level of flexibility that is hard to find in other similar tools

      July 8, 2024

    • Justin C

      osTicket: A Game-Changer for Our Organization

      osTicket has been a game-changer for our organization. Its seamless integration with our existing systems was smooth and hassle-free

      June 29, 2024

    • Lisa J

      Unwavering Stability: 9 Years of Flawless Performance with osTicket!

      I consider osTicket as the best open source ticketing system available. It offers a platform for our employees to report issues to various departments and receive prompt responses. It also enables us to monitor performance metrics and identify issue trends. A notable feature is its capability to keep a historical record of all problems and outages. The software is free, customizable, and user-friendly, with an active support forum and community. There are also third-party developers who provide both free and paid plugins and modifications to customize the system to specific needs. The parent company, Enhancesoft, provides paid support, hosting, custom installation services, and even develops features that are not currently available. However, I think the developers have been slow in implementing some crucial features, like responsive themes. Even though it's possible to create your own themes, I believe this feature should be included. The developers have promised this in the upcoming 2.0 release.

      June 22, 2024

    • Christine Williams

      Effortless Setup for a Free Support Ticket System Delivering Excellent User Experience

      As a user, I find osTicket to be an excellent tool for non-profit and small businesses due to its cost-free usage and simple implementation. It provides a wide range of features and options that enable me to customize and deliver a superior user support experience. For example, I can create custom departments, personalize support system pages, and alter ticket fields by adding extra ones. osTicket is highly adaptable, offering numerous options to modify all aspects of the user support experience, including customizing departments, user emails, pages, and alerts. It also includes an easy-to-set-up knowledge base for frequently asked questions, which aids in reducing support requests. However, I've observed that osTicket is missing some crucial options and features. For instance, it doesn't have the feature to automatically close tickets after a certain time, an option to disable overdue behavior, and it lacks custom themes for both user and agent interfaces.

      June 17, 2024

    • Esme G

      Top Choice for Help Desk Software 222: osTicket

      I had a positive experience with osTicket and would recommend it. It's simple to modify forms and workflow configurations. Despite a limit on features, it's not a major issue. I switched to osTicket to experiment with different software.

      June 9, 2024

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