What is Osticket?
Pros from reviewers
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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
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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
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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.
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Cost-effective: osTicket is more cost-effective than many other ITSM and ticketing management systems. It offers numerous categories and elements, simplifying form creation
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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
Cons from reviewers
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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.
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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
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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
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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
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Outdated technology: Some users have noted that osTicket uses somewhat outdated technology, which may not be as efficient or effective as newer systems
Main features
Starting Price
Free Plan
Open Source
Ticket Management System
Customization Features
Rich Text Support
Extendable with Add-ons
Starting Price
N/A
Free Plan
No
Open Source
Ticket Management System
Customization Features
Rich Text Support
Extendable with Add-ons
How Osticket compare to similar software?
Product
Price
N/A
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Who is Osticket best for according to our reviewers?
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
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
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.
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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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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Alan D
Ideal Software for My Ecommerce Support Portal
When my ecommerce business started handling 400 orders daily, we needed a more efficient customer service management system than just an email inbox. osTicket helped me effectively manage multiple customer service managers and inboxes, ensuring optimal time usage and effective customer service. Despite exploring other options, osTicket remained the top choice. The setup was somewhat complex, requiring changes to numerous default settings in different parts of the interface. It took some time to get used to the interface, but once I did, the software was easy to use and maintain. It works well for me.
June 4, 2024
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Laura B
Top Choice for IT Support Ticketing: OSTicket
As a user, I consider osticket a great open-source tool, perfect for an IT support ticketing system. However, I think the reporting features could be improved and I would welcome the introduction of some free plugins.
May 27, 2024
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Phineas D
Customizing osTicket for Improved Customer Service
The customization options in osTicket are commendable. We were able to tailor the software to suit our specific needs, making it an integral part of our customer service process
May 18, 2024
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Anthony
Need Issue Tracking and Ticket Management? Choose osTicket!
As a free open-source tool, I think osTicket is excellent. I've utilized it in my startup and my current company, and it handles ticket management very effectively. It provides a lot of customization, is user-friendly, and can even operate in a small hosting environment. It's speedy, quick, and easy to set up, and since it's open-source, it can be self-hosted. However, it doesn't support some file types as attachments and is somewhat outdated in terms of technology, but it accomplishes the task. I selected osTicket because it has a robust open-source community and has been thoroughly tested by that community.
May 14, 2024
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Vincent N
Benefits of osTicket's Reporting Features for Project Managers
As a project manager, I find osTicket's reporting features extremely useful. It provides me with detailed insights into our team's performance and customer satisfaction levels
May 7, 2024
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Roger A
Excellent Helpdesk Solution | Open-source and Premium Options
I've been using various versions of OSTicket for over five years, from 1.5 to 1.17. I've implemented both the self-hosted and cloud versions for several organizations, which I found especially helpful as a beginner in ITSM and ticketing management. I've used OSTicket as an IT Help Desk system and incident management system, with features like email integration (O365/Google workspace), department-wise ticket number generation, and help topic-wise SLA. The version upgrade for on-prem is very straightforward. However, I've faced some issues with version 1.17, such as a problem with the auto auth token access and a delay in email fetch time. The PHP version is compatible with Version 1.17, which means I can't run multiple systems with OSTicket. There's also an issue with one DB view in version 1.17 - the department-wise ticket count. Unfortunately, auto escalation is not available.
April 27, 2024
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Janice A
Efficient Customer Support Ticket Management with Software Prioritization and Categorization.
it has made managing customer support tickets a breeze. The software's ability to prioritize and categorize tickets has significantly improved our response time
April 21, 2024
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George Brown
Impressed with osTicket's User-Friendly Interface
I have been using osTicket for a while now and I am thoroughly impressed with its user-friendly interface
April 16, 2024
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Jerry
OsTicket: Meeting Our Needs Efficiently
My experience with osTicket has been satisfying. It's especially beneficial for those new to ITSM and ticketing management. The system provides numerous categories and elements, simplifying form creation. I think osTicket should create a business intelligence dashboard or decision report for management. I selected osTicket because it's more cost-effective than Manage Engine, and its features are quite good.
April 14, 2024