What Is osTicket?

osTicket is a help desk solution designed to help businesses of all sizes manage incoming support requests to streamline customer service operations. Key features of the platform include custom ticket queues, ticket filters, configurable help topics, ticket locking mechanism, ticket transfer, thread action, service level agreement plans, customer portal, search functionality, task management, and more among others. It also lets administrators send personalized automated responses to clients.

Who Uses osTicket?

osTicket is an opensource support ticket system. It routes inquiries created via email, web-forms, and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform.

osTicket Software - 1

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Reviews of osTicket

Average score

Overall
4.3
Ease of Use
4.2
Customer Service
4.0
Features
4.2
Value for Money
4.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
42%
4
50%
3
8%
Kyle
Kyle
Executive Management Team in US
Verified LinkedIn User
Construction, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Great Help Desk Ticket System

5.0 5 years ago

Pros:

oS Ticket has been a great IT Help Desk system for our company. Users can easily send in a help request via email, and oS ticket automatically creates a ticket and alerts our help desk. The system allows for tickets to be assigned to different technicians, change hands, and keeps a detailed note/tracking of everything associated with the ticket. There are a lot of great reports as well, including # of tickets closed, average response time, etc.

Indrawan
IT MANAGER in Indonesia
Hospital & Health Care, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

OsTicket can provide what we need

4.0 last year

Comments: my experience use this osticket is satisfy. this can very useful especialy if you are the first time use ITSM and ticketing management.

Pros:

this ticketing system can have many categorized and element. so it is more easier to you while make your own form.

Cons:

i think os ticket must build some business intelegent dashboard or make a decision report for management.

Verified Reviewer
SRE in Argentina
Verified LinkedIn User
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

An easy Ticket system

5.0 2 weeks ago New

Comments: We use Osticket more than five years. I highly recommend it.

Pros:

You don't need a knowledge translation to start using it. It's simplier than others.

Cons:

The release of new versions is slow. The User Interface is old.

Giorgi
Giorgi
Lithuania
Used the Software for: Not provided
Reviewer Source

Probably Best Free Customer Support Platform ever.

3.0 6 years ago

Comments: OSTicket is so far my beloved customer support system when it comes to free platforms and easy of use functionality. I have spent over 1 year of managing and using OsTicket with 18 different agents and 4 separate departments. Thus, I will share my review of the system below in few words.
(Please note this is about the self-hosted package of OsTicket, not Cloud-based.)
The main advantage of the system is its nature of being equipped with all the necessary functions to maintain the medium sized companies support platform. It is a convenient system to carry out daily support-related tasks, answer tickets, have an unlimited number of cases/departments/agents, etc. In terms of simplicity, OSTicket is really user-friendly and easy to use platform that perfectly realises its own purposes of being reliable ticketing system. It is easy to install and maintain, the internal admin and agent user face are user-friendly as well. The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket. It is really hard to get the valuable statistical data from OSTicket regarding the agents, their working levels, times, etc. Basically, there is just one simple page of "Statistics" that shows the quantity of the tickets and some basic stuff and that's all. Nothing else about the statistics. Furthermore, another disadvantage is its lack of social integration. The reason I decided to move my company to another platform was that I couldn't integrate the OsTicket with Facebook & Twitter platforms. There are other little disadvantages, however, not worth mentioning as they don't make a big different. All in all, if not the aforementioned disadvantages of the system, OSTicket would be one of the best solutions for the small and medium-sized companies' support system needs. However, as it's completely free I'm nothing but grateful to the developers who developed this wonderful system and share it for free.

Tristan
Tristan
Game Developer in South Africa
Verified LinkedIn User
Computer Games, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

BEST help desk software 2022

4.0 3 months ago

Comments: good experience overall and i would recommend

Pros:

Easy to customize or edit forms and configurations for workflow

Cons:

there is a limit to features but still not too bad